FATOU JALLOW COLE

Experience

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  Kombo Beach Hotel

  Oct 2002 - May 2005

  Personal Assistant to the General Manager

  Personal Assistant to the General Manager October 2002 – May 2005• Organized the General Manager’s daily work schedule• Assisted other departments with administrative work• Researched and prepared data for presentation at board and management meetings• Edited and maintained files and records• Updated company’s website• Helped in decision makingAdministrative Secretary October 1999 – October 2002• Handled administrative functions for the Administration Department• Planned and scheduled meetings and appointments• Organized and maintained proper electronic files• Managed projects• Handled travel and guest arrangementsPersonnel Clerk /Data Entry October 1997 – October 1999• Assisted in hiring and firing• Assisted in conflict resolution• Received, reviewed and stored data into the computer system• Ensured accuracy of all data recorded Show less

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  United States Steel Corporation

  Jan 2014 - Apr 2015

  Intern

  The team support these business systems that January 2014 – April 2015• Create and distribute customer invoices (Invoicing) • Track monies owed to USS on customer accounts (Accounts Receivables)• Manage customer claims and adjust customer account balances (Claims, Claim Adjustment)• Provide a historical repository of invoices (Invoice Retention Application)• Supported legacy systems for Sales and Financial Data Reporting (Accounting Groups, Invoicing, Sales, and Marketing) Experiences Involve• Hands-on Database Management System involving hands-on knowledge writing PL/SQL queries in the Oracle DBMS that provided solutions to real business problems• Experienced working on the Oracle ERP Applications and Oracle Business Intelligence Enterprise Edition (OBIEE) tool • Converted legacy data into ERP systems, performed validation and reconciliation procedures to ensure data accuracy and usability for the customers• Assisted transactional teams with testing and statistical reporting• Analyzed data processes, business processes and interfaces to support the creation and maintenance of enterprise business services• Taught users how to create OBIEE reports using Accounts Receivable datasets• Coordinated with User Department, A/R Production Support, Oracle Developers and OBIEE Developers to develop and upgrade the OBIEE A/R Dashboard Show less

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  SAP Ariba

  Jun 2015 - Mar 2019

  Technical Support Engineer

  • Provided solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications.• Worked directly with various customers to troubleshoot issues, provide workarounds, and identify areas for modular enhancement • Debugged code; created and delivered code fixes to development organizations• Collaborated with global support engineers across the product area to drive positive customer outcomes.• Collaborated with and developed strong working relationships with cross-functional, global teams to drive positive customer outcomes.• Provided ongoing and timely communication via phone and email to customers regarding the status of their requests.• Provided on-call support during evenings and weekends as required by a rotational schedule.• Created internal and external Knowledge-Based Articles (KBA) for SAP Ariba’s user community and technical knowledge base as well as coached, engaged and mentored team members as a means of knowledge transfer Show less

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  SAP

  Mar 2018 - now

  • Foster customer success: Ensure customer success by providing support and development opportunities for team members, enabling them to deliver excellent service and drive customer satisfaction.• Drive global team performance: Implement strategies to enhance the performance of the global support team, setting clear goals and expectations, and driving initiatives to achieve exceptional results.• Conflict management and issue resolution: Proactively manage conflicts and de-escalate issues within internal and customer organizations, promoting effective communication and collaboration to maintain positive relationships.• Process improvement: Identify and implement process improvement opportunities within development, customer, delivery, and sales organizations, optimizing workflows and enhancing overall efficiency.• Partner collaboration: Collaborate with the Partner Ecosystem program to increase partner adoption, foster strong relationships, and leverage partnerships for mutual growth and success.• Enhance communication and collaboration: Facilitate effective communication and collaboration among team members, SAP teams, and partners, fostering an efficient customer support organization and delivering positive customer outcomes.• Relationship building: Utilize effective collaboration techniques to establish and maintain strong intercompany, partner, and customer relationships, fostering a culture of collaboration and trust.• Results-driven: Demonstrate a proven track record of achieving results and exceeding goals, constantly striving for excellence and driving continuous improvement. Show less • Consult with customers and product engineering team to identify, prioritize, and resolve reported application defects• Provide direction for the creation of new features, provide test scenarios, user training, and participate in quality assurance scenarios in partnership with product management• Provide mentoring and training on an individual basis for team members• Collaborate with Engineering teams to prioritize fixes and validate solutions• Participate in de-escalation plans to resolve critical product issues impacting customer business operations.• Host scrubs/frenzies twice a week to help team members resolve complex issues• Work on Help Request (CHR)• Collaborate with architects to provide product knowledge for team members• Collaborate with other Team Leads to prioritize service request triage process• Monitor and review weekly team organizational performance and metrics in line with SAP’s strategic management model (MBO)• Join meetings with customers to confirm and validate solutions provided • Influence team members in assisting each other and other teams with their huge SR backlog thereby proactively reducing the incoming SR volume for those components • Demonstrate knowledge expertise with SAP Ariba solutions with ability to understand business risk and customer priorities • Delegate tasks and provided Knowledge Centric Support (KCS) coaching for the core Analysis team and other global team members while ensuring monthly KCS process compliance Show less

  • Global Support Team Manager, Spend Analysis and Open API

    Jun 2022 - now

  • Team Captain, Spend Analysis and Open API

    Mar 2019 - Jun 2022

  • Senior Technical Support Engineer

    Mar 2018 - Mar 2019