Dye SAKHO

94-11 34th Road Jackson Heights, NY 11372 (USA)

* : 347 724 9955
* : 00 33 6 200 99999
Mail : dscdec24@westpost.net
Nationality : French

Professional experience
08/2007 to Present
ATLA
Position
Organisational Manager, reporting directly to the CEO of ATLA
Accomplishments
Creation and Installation of a new Musical Centre for Paris City Hall (Centre Mu
sical FGO - Barbara)
Prepared the Musical Centre for the Certification of Service (ISO 9001)
Within the framework of political quality, makes sure of conformity of the activ
ities and their products with their descriptions/referential and takes part in t
he installation of tools and procedures to contribute to their control and conti
nuous improvement
Responsibility and Principal activities:
Organization and Management of all FGO Centre's Services and Department.
* Defined the Operational Goals of each Department within FGO
* Defined and created the full Organizational Process and Workflow for FGO as we
ll as the customers of FGO. This included the identification and definition of R
esources, Contacts and Tools
* Created Process and Procedure Documents which was used by all FGO employees to
facilitate their day to day activities
* Performed data collection after the FGO was created. I analyzed this in order
to identify opportunities for improvement as well as creating Action Plans to im
plement the solution
* Defined Audit Procedures and Tools for FGO Department Directors and Managers
* Performed Audits of all FGO departments
* Created Training Materials and Guides for FGO Managers in all processes, inclu
ding Audit
* Conducted Training of FGO Managers
* Created Performance Evaluation Methodology, Criteria and Document for FGO Empl
oyees, Directors and Managers
Development and Implementation of Service Level Agreements (SLA)
* Defined the SLA for all of FGO's departments, which included:
o Developed a CRM solution for FGO as well as ATLA. This solution was sold by AT
LA to external vendors
o Level of Responsiveness for Reception Personnel
o All levels of problem ticket resolution, including response time and workflow

03/1998 - 07/2007 SFR Service Client INTERNATIONAL (France / Principaute de Mona

co / Maroc)
Position
Business Process Improvment Manager, reporting to the Manager of the Method & Pr
ocess Department of SFR Service Client
Accomplishments
Analysis and optimization of the organisation of the call centers for SFR Servic
e client (Telecom Company) In France, Monaco and Morocco
Nb : SFR Service client obtained the Certification of Service ISO 9001 in 2003
Within the emanating framework of Service Level Agreements (SLA) I made sure of
the application of the customer procedures, of the reliability of information a
nd the conformity of the general process.
Responsibility and Principal activities:
Organization of SFR Service Client Call centers activities.

Performed and prepared audit for the call center.

* From the goals requested by the head office, I determined the field, the metho
dology and the work to be realized.
* Recommended the planning and the means to implement in order to perform the au
dit. Also, presented these elements to the audited Call Center's Head Office bef
ore the performance of the audit.
Coordinated and realized the audit engagements.
* Coordinated the program of audit defined for each mission.
* Analyzed the processes and realized the diagnosis validated by factual tests.
* Evaluated the risks highlighted.
* Alarmed on all difficulties of obtaining desired information.
Guarantees the relevance and the communication of the audit reports.
* From the reports carried out, made all recommendations to decrease the identif
ied risks. Proposed actions allowing to
o Reinforce internal control
o Made reliable management datas
o Improved the organization.
* Presented at the audited Head Office the reports and the recommendations, cons
idered their observations. I wrote the final report, diffused and commented on i
t.
* Sensitized its interlocutors in order to obtain their adhesion and the install
ation of the recommendations.
* Brought, if needed, a methodological support for the implementation of the act
ion plans.
Contributed to improve and respect methodology of audit.
* Made sure the audits were performed according to methodology into force, parti
cularly as regards of the formalization of the know-how acquired while performin
g audit.
* Proposed the improvement of these rules to my department
1996 - 01/1998 PRONYTEL Services SA Paris - France
Position : Telemarketing operator
With multi skill profile for a multi activities platform included technical supp
ort for a Orange Telecommunication
1995 - Best Western Hotel in Exeter- England
Position internship - Training bilingual commercial assistant
1993 - 1994 NCNW Washington DC - USA
Position internship - Training bilingual administrative assistant
Education :
2003 - 2006 "Writing singing performing" studies from ACP Manufacture Chanson Sc
hool Paris France
2001 Bachelor in computing and management (2 years) from Team Partner Group Priv
ate School of Vincennes - France
1995 Bilingual Business English Commercial Assistant Diploma from Chamber of com
merce and industry of Saint Quentin - France
1994 TOEFL Test from Howard Universtity of Washington DC - USA
1993 English learning in community college of Silver Spring - USA