Mamadou DIA

• Supervision of passenger services proper execution (quality of passenger information, passenger flow management) • Participating in and supervising facilities maintenance activities • Supervision of inventory management, resources deployment and restocking • Managing a team of over 200 members • Reorganize teams schedule depending on the need • Detecting team training needs and initiating training sessions • Design operating procedures and monitor its great application • Tracking activity performance and initiates corrective actions or seek developpment opportunity to improve results • Crisis management • Initiating corrective actions or track development opportunities to improve results • Participating in the continuous improvement of customer experience • Avoiding payment irregularities • Determining facilities and staffing business needs • Monitor the passenger service security standards matching

• Ensuring passengers guidance • Facilities management in railway stations and on the train to match SNCF standards • Management of a team of 10 members • Passengers flow management/tickets controlling • Establishment of daily reports • Tickets selling • Provide a unique customer service experience, including first-class passengers