Mamadou BAH

Reporting to Western Europe Service Director and responsible for Implementing Salesforce (Service Cloud). Championing system usage for data collection that provided accurate insights into performance, trends, and meaningful information enabling leaders to enhance business growth. Service delivery to our customers making sure systems are up and running by managing sites proactively. Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Oversee service activity for +100 people to deliver best customer experience in the healthcare environment (PACS / RIS / HAC).

Achievements include:
• Led Smooth transition from legacy system to Salesforce (Service Cloud) leading to greater customer engagement & retention, and better activities management resulting in revenue growth.
• Reduced request backlog resulting in higher customer satisfaction (NPS sample size from 1% to 6% & detractors down from 67 to 13 customers).
• Lead Customer Web Portal (Salesforce) project to reduce need for service support agent (Request type: 45% emails / 55% phone calls) and provide customers with a new self-service tool resulting in 28% request via self-service tool (Request type: 28% Self-service / 35% emails / 37% phone calls). Leafing to higher service agent productivity & better visibility for customers, reduced customer wait times, and more personalized support.
• Responded rapidly to cybersecurity crisis (Wannacry) with 93% of customers systems patched within a month.
• Led technical support of medical imaging products (RIS, PACS, Exams Viewer) by offering first class customer experience monitoring more than 200 sites product deployments and software upgrades with regional technical teams
• Crisis management (Wannacry, system down…). Organization of customer interviews to gather product and service feedback.
• Managed prioritization of issues at EMEA level and escalation to US engineering team for complexes problems on Healthcare product.
• Managed problematics / User stories: How to adapt the data law protection (GDPR) to our CRM? How to improve data management (contract, project invoicing, follow up) for better revenue tracking? Configuration of cases management and escalation path.