Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Recognitions And Awards
Activities
Humanitarian Award Recipient
Languages
Interests
Timeline
Generic

Mbathio Diarra

Morrow

Summary

Highly effective, result-driven leader and dedicated team player with a track record of effective problem-solving and collaboration. Experienced in operational tasks and administrative support, utilizing strong communication skills and adaptability to meet team goals, seeking to apply leadership skills, experience, and knowledge in a focused, fast-paced environment that demands strong organizational and interpersonal skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Aviation Museum Staff Member - Docent

The Aviation History and Technology Center
11.2024 - Current
  • Develop aviation programs that align with the Georgia Department of Education so that students can learn the basics of aviation in an engaging and educational merit badge workshop.
  • Conduct tours to show visitors the 10 military aircraft and three civilian aircraft on display, such as the Lockheed YC-141B StarLifter or Lockheed AC-130A Spectre 'Ghost Rider,' to name a few.
  • Help with museum staff coverage.
  • help establish positive relationships with customers and other staff members.
  • Develop strong relationships with clients through consistent communication and attentive customer service, increasing overall satisfaction.
  • Greet clients and guests and assisted with various questions to foster exceptional customer service.

Learning and development (L&D) trainer

Amazon.com
08.2024 - Current


  • Helped train the second and third class of Amazon Autos.
  • Facilitate the learning process and ensure the training meets the needs of the trainees.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Collaborated with subject matter experts to create accurate training content.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
  • Promoted a culture of continuous learning by advocating for professional development opportunities.
  • Developed customized training material for the new hires.

Senior Cars Specialist

Amazon.com
01.2024 - Current


  • Help Launch Amazon Autos
  • Create SOPs and a system that helps transfer information efficiently within the team.
  • Provide customer service to car buyers throughout the process by answering questions, providing information, or resolving complaints.
  • Escalate blocking issues
  • Support upper leadership

Lead Supervisor/ Resolution Specialist

Amazon.com
12.2023 - 01.2024
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Delivered superior customer service in every interaction and skillfully resolved conflicts.
  • Deployed corrective actions quickly to maintain strong quality standards and protect consumers.
  • Optimized resource allocation to maximize profitability while maintaining high-quality standards in service delivery.

Team Manager

Amazon.com
08.2022 - 12.2023
  • Apply performance Data to evaluate and improve performance (Example: STU (Seek To Understand) on high dart Usage (Lead contact) on week 48 -2022, provided individual and team coaching on how to decrease the rate to meet the goal. As a result, the DART rate decreased from 17.93% in week 48 to 9.87% in week 49, 2022; STU on team RAP provided coaching and guidance, which brought the team RAP to its highest level from 89.47% in week 3, 2023, to 94.74% in week 3, 2023.
  • Developed processes that improved team performance, coached agents to improve their metrics, and ensured they were to a good standard. (Example: Create a performance reflection document for each agent to uncover their struggles and expectations from their team manager, and then use the findings to coach and develop their skills, goals, and performance within the company.)
  • Empowered agents to become efficient team leaders. (Example: mentor agents to be able to join higher departments at Amazon)
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Promoted customer-centric approach, leading to repeat business.
  • Established clear performance metrics, enabling transparent evaluation of team progress.
  • Improved team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.

Shipping and Delivery Lead Supervisor

Amazon.com
11.2020 - 08.2022
  • Implemented regular performance reviews, providing constructive feedback, and setting achievable goals for improvement.

Acting Team Manager- Resolution Department

Amazon.com
09.2020 - 11.2020
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes.

Team Manager [A]

Amazon.com
05.2020 - 09.2020
  • Ensured compliance with company policies and industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Evaluated employee performance and coached and trained team members, increasing the quality of work and employee motivation.

SDS Team Manager [A]

Amazon.com
04.2020 - 05.2020

Customer Service Associate

Amazon
09.2017 - Current
  • Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls and chats promptly to avoid on-hold wait times.

Human Resources Specialist

Wal-Mart #1047
07.2017 - 09.2017
  • Interview and hire job seekers
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
  • Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
  • Coordinated employee training programs to boost skills development and improve overall performance.
  • Resolved employee disputes with empathy and professionalism, maintaining harmonious work environment.

Owner/Manager and recruiter

Global Staffing & Business Services
03.2014 - 07.2017
  • Managed day-to-day business operations.
  • Developed and maintained strong client relationships, resulting in repeat business and referrals.
  • Oversaw daily operations, ensuring team members completed all tasks accurately and efficiently.
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Hired, trained, and managed a high-performing team of employees dedicated to achieving company goals.
  • Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
  • Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
  • Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures.

Education

Bachelor of Science - Professional Pilot

Lynn University
Boca Raton, FL
05.2025

No Degree - English

Boston University Center For English Language
Boston, MA
01.2007

High School Diploma -

John F. Kennedy High School
Dakar, Senegal
07-2003

Skills

  • Writing
  • Client support
  • Thorough in quality assurance
  • Effective communication
  • Policy development
  • Performance analysis
  • Coaching and guidance
  • Effective team leadership
  • Flexible problem-solving
  • Team motivation skills
  • Goal attainment
  • Critical thinking abilities
  • Analytical problem solving
  • Active and effective listening skills
  • Proficient in MS Word
  • Advanced Excel proficiency
  • Presentation design
  • Outlook
  • Content publisher
  • Access

Accomplishments

  • Certified FAA Commercial-Instrument rated pilot
  • Author: Book “Define Me Love”

Certification

- FAA Certified Commercial Pilot - Instrument Rated

Recognitions And Awards

Newton Universal Legendary Award (NULA's), Recipient for Humanitarian from the SocioEconomic Development Foundation of Boston, 2019

Activities

  • Writer
  • Public/ Motivational speaker.

Humanitarian Award Recipient

Newton Universal Legendary Award (NULA's) recipient for Humanitarian from the Socio-Economic Development Foundation of Boston in 2019.

Languages

English
Full Professional
French
Native or Bilingual

Interests

  • Volunteering
  • Flying
  • Public Speaking
  • Writting
  • Youth mentor, providing guidance and support to empower the next generation of leaders

Timeline

Aviation Museum Staff Member - Docent

The Aviation History and Technology Center
11.2024 - Current

Learning and development (L&D) trainer

Amazon.com
08.2024 - Current

Senior Cars Specialist

Amazon.com
01.2024 - Current

Lead Supervisor/ Resolution Specialist

Amazon.com
12.2023 - 01.2024

Team Manager

Amazon.com
08.2022 - 12.2023

Shipping and Delivery Lead Supervisor

Amazon.com
11.2020 - 08.2022

Acting Team Manager- Resolution Department

Amazon.com
09.2020 - 11.2020

Team Manager [A]

Amazon.com
05.2020 - 09.2020

SDS Team Manager [A]

Amazon.com
04.2020 - 05.2020

Customer Service Associate

Amazon
09.2017 - Current

Human Resources Specialist

Wal-Mart #1047
07.2017 - 09.2017

Owner/Manager and recruiter

Global Staffing & Business Services
03.2014 - 07.2017

Bachelor of Science - Professional Pilot

Lynn University

No Degree - English

Boston University Center For English Language

High School Diploma -

John F. Kennedy High School

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Mbathio Diarra