Djantoun Kamissoko

Djantoun Kamissoko Customer Service & Product/Application Specialist in pH Lab – Bilingual (French/English) Augustyna Kordeckiego 27 , 04327 warsaw, Poland - -malian Profile Product and Application Specialist in pH Lab | Bilingual Customer Service Specialist (French + English) Dynamic and highly interactive professional with five years of diverse experience across various industries. I possess strong emotional intelligence and empathy, developed through my role as a customer care agent. My expertise in customer service is complemented by a solid understanding of the O365 suite, allowing me to effectively manage tasks and enhance productivity. I am committed to upholding the highest professional standards and ensuring strict client confidentiality. With a proven ability to thrive under pressure and work independently—often outside normal working hours—I consistently deliver exceptional results. My dedication to customer satisfaction drives me to foster positive relationships, ensuring that every client feels valued and heard. Professional Experience 2024/05 – present Warsaw, Poland Product and Application Specialist in PH Lab Mettler Toledo Product & Application Specialist pH Lab • Support of European internal & external customers on laboratory pH Lab Equipment and applications, portable density and refractometers over the phone in French • Support of worldwide internal & external customers on the same articles via email in French/English. • Tests of new and improved hardware and software. • Proof-reading of pH Lab documents (manuals, brochures, etc.) in designated language(s). • Communicate effectively with local team and escalate issues to TL. • Share my experience and knowledge with other team members, support new joiners. • Manage Customer requests and telephones in line with defined KPI's • Share own solutions and ideas on optimizing processes 2024/03 – 2024/04 Szcezin, Poland Customer Service Assistant Beliani Assisted customers in selecting the right products by providing personalized recommendations and answering inquiries with a focus on their needs. Effectively handled customer complaints and resolved conflicts by proactively reaching out to dissatisfied customers to understand their concerns and change their perceptions positively. Delivered timely and suitable solutions that aligned with both customer needs and company policies, ensuring high levels of customer satisfaction. Collaborated closely with the finance department to facilitate order refunds and manage financial inquiries, ensuring a smooth and efficient process for customers. Coordinated with the logistics team to confirm order shipments, providing customers with accurate updates on delivery timelines and status. Prepared and submitted daily reports to the quality manager using a standardized Excel template to track performance metrics and service quality. • • • • • • Conducted weekly quality checks of processes and tools in collaboration with my team mentor, ensuring adherence to best practices and continuous improvement. • 2022/10 – 2024/02 Warsaw, Poland First Level IT support Desk Diebold Nixdorf First Level Desk Support Agent for Supermarkets and Banks Served as the first point of contact for call acceptance, providing technical support to users in supermarkets and banks. Delivered remote IT support via chat, ticketing systems, and phone calls, ensuring timely resolution of user issues. Troubleshot connectivity problems effectively, guiding users through solutions and, when necessary, escalating issues to technicians for further assistance. Collaborated with technicians to facilitate the installation and remote updates of software, ensuring smooth operations across cash register systems and other hardware. Configured and installed server hardware, including printers and cash register systems, to ensure seamless functionality in retail environments. Worked with the EBS (Enterprise Business Suite) system to provide support and maintenance for business operations. Utilized Finesse Cisco to manage support calls and enhance communication efficiency within the support team. Installed and updated software to ensure that all systems were running the latest versions, minimizing downtime and improving overall performance. • • • • • • • • 2022/06 – 2022/10 Warsaw, Poland Customer Support Specialist with French Teleperformance Customer service support with French in the automotive industry Responded promptly to customer inquiries through various communication channels, including telephone calls, chat, and email, effectively reducing on-hold wait times. Addressed customer complaints with professionalism, delivering appropriate solutions that ensured positive outcomes and enhanced customer satisfaction. Consistently met and exceeded service rating targets by managing customer inquiries with personalized care and attention, fostering strong customer relationships. Successfully upsold new products and accessories to customers, resulting in significant increases in add-on sales and overall revenue. Assisted customers with product complaints by logging issues for thorough investigation and providing timely replacement items as needed. Managed customer orders efficiently, including modifications, tracking, and cancellations, ensuring a seamless experience throughout the order process. • • • • • • 2019/08 – 2020/08 Bamako, Mali Complaint Resolution Specialist Orange Provided customer support by receiving and documenting complaints, addressing issues within my capacity, and ensuring customer satisfaction. Created and managed tickets in the IRISH ticketing system for Level 2 support or technical teams to escalate unresolved issues and requests for intervention. Assisted users by gathering necessary information to clearly articulate their concerns and needs, facilitating efficient escalation to the appropriate departments. Liaised with customers in my native Bambara and French, ensuring effective communication and understanding throughout the resolution process. Collaborated with technical teams to track the status of escalated issues and communicated updates to users, enhancing their overall experience. Ensured timely follow-up on tickets and interventions, maintaining a high level of customer service and support. • • • • • • Education 2022/02 – 2024/03 Warsaw, Poland M.Sc .Management Warsaw University of Business -Understanding of Human Behavior: Proficient in analyzing human behavior and its impact on business dynamics and decision-making. Effective Business Communication: Skilled in conveying ideas clearly and persuasively in a variety of business contexts. Social Psychology & Marketing: Knowledgeable in social psychology principles, with a focus on their application in marketing strategies and consumer behavior. Entrepreneurship: Experienced in identifying opportunities, developing innovative business ideas, and understanding the entrepreneurial process. Business Law: Familiar with legal frameworks governing business operations, ensuring compliance and ethical practices. Financial Management: Competent in financial analysis, budgeting, and strategic financial planning to support organizational goals. Customer Relations & E-Transaction Management: Strong abilities in managing customer relationships and overseeing electronic transactions to enhance customer satisfaction. Basic IT Knowledge: Understanding of essential information technology concepts to support business operations and decision-making • • • • • • • 2021/09 – 2022/02 Grodno, Belarus Master in Biochemestry Yanka kupula state university Biochemical Analysis Methods: Spectrophotometry: Expertise in UV-Vis spectrophotometry for quantifying biomolecules and assessing enzyme kinetics. Chromatography: Proficient in various chromatographic techniques, including highperformance liquid chromatography (HPLC) and gas chromatography (GC), for the separation and purification of complex mixtures. Electrophoresis: Skilled in gel electrophoresis, including SDS-PAGE and agarose gel electrophoresis, for protein and nucleic acid analysis. Mass Spectrometry: Experience in utilizing mass spectrometry for molecular identification and characterization of metabolites and proteins. Enzyme Assays: Knowledgeable in designing and performing enzyme assays to evaluate enzymatic activity and inhibition. PCR and Molecular Cloning: Proficient in polymerase chain reaction (PCR) techniques and molecular cloning for genetic analysis and recombinant protein expression. Immunological Techniques: Familiar with immunoassays, such as ELISA and Western blotting, for the detection and quantification of proteins and antibodies. NMR Spectroscopy: Understanding of nuclear magnetic resonance (NMR) spectroscopy for structural elucidation of biomolecules. Cell Culture Techniques: Skilled in mammalian and microbial cell culture methods for studying cellular responses and biochemical pathways. Bioinformatics Tools: Familiar with bioinformatics software for analyzing biological data and interpreting large datasets in biochemical research. • • • • • • • • • • 2020/10 – 2021/07 Grodno, Belarus Russian language certificate Medical College Russian language study 2016/09 – 2019/07 Kenitra, Morocco License in applied microbiology and molecular biology of cell Faculty of sciences of university Ibn Tofail -Basics of Microbiological Analysis: Microbial Identification Techniques: Proficient in employing PCR (Polymerase Chain Reaction) for the determination and identification of bacteria, utilizing selective media and inoculation techniques on petri dishes to isolate and characterize microbial species. Biochemical Methods: Skilled in biochemical assays for the analysis of microbial metabolism and enzymatic activities, including tests for carbohydrate fermentation, protein hydrolysis, and enzymatic reactions. Biophysical Techniques: Knowledgeable in biophysical methods for studying the physical properties of microbial cells and biomolecules, including spectroscopy and thermodynamic analysis. Culture Techniques: Experienced in aseptic techniques for culturing microorganisms in various media, ensuring optimal growth conditions and contamination prevention. Microscopy: Proficient in the use of light and electron microscopy for the visualization and morphological characterization of microbial cells. Antibiotic Susceptibility Testing: Familiar with methods for evaluating microbial resistance to antibiotics, including disk diffusion and minimum inhibitory concentration (MIC) assays. Molecular Biology Techniques: Skilled in molecular biology techniques such as DNA extraction, gel electrophoresis, and cloning to analyze genetic material and understand microbial genetics. Bioinformatics in Microbiology: Understanding of bioinformatics tools for analyzing genomic and proteomic data, facilitating the identification and characterization of microorganisms. • • • • • • • • 2017/08 – 2018/02 Kenitra, Morocco Certificate in Basic Computer Systems Knowledge KamisTelecom Training Center Skills and Competencies: Microsoft Office Suite: Basic proficiency in using Microsoft Word, Excel, and Outlook for document creation, data management, and communication. Application Installation: Familiarity with the basic steps for installing applications on a computer. Internet Navigation: Understanding of basic internet usage, including browsing and researching online. Basic Operating System Functions: Knowledge of fundamental functions in operating systems, such as file management and system settings. • • • • Skills Microsoft Office 365 Expertise: Proficient in Microsoft Excel, with strong capabilities in data analysis, reporting, and visualization, alongside comprehensive skills in Word and Outlook for enhanced productivity. Cloud and Virtual Solutions: Experience with Cowins and AWS, facilitating cloud solutions and virtual environments to meet business needs. Familiarity with Enterprise Tools: Proficient in using various enterprise software, including EBS, USU, CISCO Finesse, AETOS Keyscout, SAP, ERP, Salesforce, and CRM tools, to enhance operational efficiency. Teaching and Linguistic Skills Ability to organize and deliver training or educational content, with mastery of linguistic and cultural nuances. Interpersonal and Communication Skills: Excellent interpersonal skills with a great openmindedness and patience, enabling effective collaboration and rapport with clients and team members. Continuous Learning or Professional Development: Dedicated to professional development and continuous learning, staying updated with industry trends and best practices. Analytical and Logical Thinking: Strong analytical and logical thinking skills that facilitate effective problem-solving and decisionmaking in complex situations. Ability to Work Under Pressure: Capable of maintaining productivity and composure in high-pressure situations, ensuring consistent performance. Talent Acquisition Support: Experienced in providing support in talent acquisition processes, utilizing a mastery of relevant tools and methodologies. Customer Interaction Technologies: Knowledgeable in customer interaction platforms such as Genesys, AVD,SAP, Salesforce ensuring smooth customer communication and service delivery. Detail-Oriented and Organized: Strong organizational skills and high attention to detail, ensuring accuracy and quality in all tasks. Customer Service Orientation: Committed to providing exceptional customer service, demonstrating adaptability and a proactive problemsolving attitude. Multi-tasking and Time Management: Proven ability to multi-task, prioritize tasks, and manage time effectively in a fast-paced environment. Sales Knowledge and Techniques: Knowledgeable in sales techniques and strategies, contributing to revenue growth and customer retention. Languages French: Native speaker (C2 Mastery) Bambara :Native English: Advanced proficiency (C1) Russian: Intermediate (B1+) Interests Scientific Discovery: Passionate about exploring new scientific concepts and advancements. Reading Avid reader with a keen interest in a variety of genres, including nonfiction, and academic literature. Travel Enjoy discovering new places, cultures, and experiences through travel. Music and Culture Enthusiastic about diverse musical genres and cultural expressions. Teaching Committed to sharing knowledge and fostering learning in others. Lifelong Learning: Dedicated to continuous personal and professional growth through the acquisition of new skills and knowledge