Customer Service Contact Center
Resume:
Yordanos Gebru Berhe
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Objective
Hardworking, energetic and fast learner, seeking a role which challenges me to develop my
personal skills and continuously provides me opportunity to continue learning and grow
professionally.
Contact Center & Customer Service Advisor
Ethio Telecom
May 2021 - October 2022
Assist Ethio Telecom customers with technical issues related to their services.
Used CRM software to record and manage customer interactions and maintain accurate
records.
Provide insightful and comprehensive information for customers.
Troubleshoot technical issues and provide solutions.
Keep a comprehensive report of customers’ inquiries for further review by management.
Consistently meet and exceed daily customer contacts.
Resolved customer issues and complaints effectively, aiming for first-call resolution.
Office Manager and Client Service Administrator
Adulis MCS
January 2023-Present
Preparing and managing documents
Effective communication with clients from diverse backgrounds by providing them
personal customer care and service.
Learning, understanding immigration cases and managing and organization of clients’
documents.
preparing any immigration forms of and applications, and tracking case progress.
Drafting, preparing and ensuring clients document’s meet USCIS’ procedures and
meeting their deadlines.
Working closely with immigration lawyers, attorneys and case writers, ensuring
seamless handling of immigration cases
Customized Zoho CRM to streamline lead management and customer support processes.
Skills
Strong customer service skills, including active listening, empathy, problem-solving, and conflict
resolution.
Ability to diagnose and resolve technical issues that customers may face during phone calls.
Ability to adapt to changing procedures, products or technology.
Strong interpersonal, leadership and communications skills
Strong computer skills in Microsoft Office
Great interpersonal and time management skills
Excellent English language skill
IP Contact Center (IPCC)
Skilled in data entry, lead tracking and reporting with Zoho CRM
Interests
Community Involvement
Sharing ideas with people
Continuous Learning
Awards & Achievements
Certificate for "An Outstanding Freshman Award".
Certificate for "Showing Outstanding Leadership at Hope University College Parliament".
Certificate for "Showing Outstanding Representation for the Department of Marketing on the
Student Parliament."
Student Parliament Representative, Hope University College
Co-leader, Leadership Club, Hope University College
Language
Amharic
English
Education
Hope University College
Marketing Management/BA 3.3
Publication
Voice of Hope Monthly Newspaper, co-producer and editor of collection of stories, art, poetry
and articles submitted by students for publication.
Reference
Holly Garrett - "Hope University College"
Student Dean
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Demeke Angelo W/Mariam-"Ethio Telecom"
Contact center coach
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Dinberu Melakehiwot- “Adulis MCS”
CEO
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Contact this candidate