Name Gashaw Genet

Email ad4616@r.postjobfree.com

Phone 096*******\090*******

To

Position

1. Application Letter

I have 5 years of customer service experience and a genuine passion for helping people. I understand the importance of providing a positive customer experience, and I am confident that my strong communication and problem-solving skills make me an ideal candidate for the job. I have experience in a contact center environment like Belcash Technology solution, Monta Technology and Bunna bank S.C,and I am familiar with a wide range of customer service software. I am also capable of quickly learning new systems. I am well-versed in customer service best practices and am comfortable solving customer inquiries professionally and efficiently. I am highly organized and work well independently and as part of a team. I am also results-oriented, and I understand the importance of meeting client expectations. I am confident that my skills, experience, and determination to provide the best possible customer experience will make me a valuable addition to your team. Thank you for taking the time to consider my application. I look forward to hearing from you and discussing the position in further detail.

Sincerely,

Gashaw Genet

OBJECTIVE

My previous experiences as a Call Center Agent and Contact center officer are helped me to improve the ability to establish and maintain excellent communication and relationships with clients. I am also dedicated to identifying customer needs and delivering effective solutions to all problems. Hardworking, and ready to join my next job position. Curriculumvitae

2. Education background

Duration Name Department GPA

2013 -2018

G.C

Bahir Dar

University

BSC(Mechanical

Engineering

3.23

2018 - 2021

G.C

Hage College BA(Accounting and

Finance)

3.87

2022- Present Digital

Marketing and

E-commerce

MSDM( Master of digital

marketing and E-

commerce)

3. Language skill

Speaking Listening Writing Reading

Amharic professional Professional Professional Professional English Excellent Excellent good Excellent

4. Work experience

2019 ---2020 Customer support Representative at belcash technology solution plc

Manage large amounts of incoming phone calls

Generate sales leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

2020 ---2022 Moneta technology /Dashen bank Amole call center

Manage large amounts of inbound and outbound calls in a timely manner

Follow communication “scripts” when handling different topics

Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

Seize opportunities to upsell products when they arise

Build sustainable relationships and engage customers by taking the extra mile

Keep records of all conversations in our call center database in a comprehensible way

frequently attend educational seminars to improve knowledge and performance level

Meet personal/team qualitative and quantitative targets 2022 Present Contact Center Officer Bunna Bank S.C

Taking inbound customer calls and responding to their questions, concerns, or complaints.

Using computer systems or other technology tools to access customer information, account

details, and other relevant data.

Helping customers with troubleshooting, product information, or service issues, and

providing instructions or assistance as needed.

Documenting customer interactions, including relevant information, inquiries, or complaints, and taking detailed notes for future reference.

Referring customers to other departments within the company, such as billing, shipping, or

technical support.

Meeting quotas for call handling times, resolution rates, and customer satisfaction ratings.

Maintaining a professional and courteous demeanor throughout customer interactions, and presenting the company in a positive light.

Participating in team meetings, team building activities, and ongoing training programs to improve service and technical skills.

5. Skill

Problem-solving skills

Answering questions

Customer service optimization

Telemarketing expertise

CRM

POS systems expert

Record keeping strengths

Digital marketing

Seo optimization( Semrush, Google search console, Aref and Screaming frog) Computer Skill

MS word

MS excel

SOLD WORK

AUTO CAD

After Effect

Photo shop

MS PowerPoint

6. Reference

Frehiwot Bekele Contact Center Manager

Phone number +251*********

Email Address ad4616@r.postjobfree.com

Contact this candidate