ALEMKERE MITIKU

Cambridge, MA ***** 508-***-**** ad1m93@r.postjobfree.com www.linkedin.com/in/alemkere-mitiku

Customer service Agent

Highly experienced in customer service, Microsoft Office, software installation, Active Directory establishment, Windows operating system, and skilled in healthcare database management software. Demonstrated leadership and problem solving skills with a focus on company goals.

Computer Skills and Software

●Microsoft Office (Word, Excel, Access, Power Point, Outlook).

●Google Suite.

●Hardware and Software installation and troubleshooting.

●Initial configuration of Cisco routers and switches.

●Relationship development and passenger assistance.

●Manage documentation in Zendesk.

●Configure end devices for wired and wireless network access.

●Customer schedule management and reservation.

●Problem resolution and safety regulation.

Education

PC Hardware Specialist Certification Expected May 2020 Bunker Hill Community College with Just-A-Start

Corporation, Cambridge, MA

Courses Included:

●Application/Concepts

●PC Hardware and Software

●Cisco Networking

●Windows Operating System

●Helpdesk techniques

●Business Communication

300 hours of hand on laboratory experience installing, configuring and maintaining computer hardware, operating system, software, Cisco switches and routers.

Master of Arts in Geographic Information Systems (GIS), Bahir Dar University, Ethiopia, 2009

Bachelor of Arts in Applied Geography, Addis Ababa University, Ethiopia, 2003

Professional Experience

Customer Service Agent, Virgin Atlanti/Swissport Boston, MA 02128 2023 - Present

●Inspect and verify passenger documentation

●Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations

●Manage passenger baggage processing including handling and fee calculation if applicable

●Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance

●Direct passengers through Customs, Immigration, and Quarantine, as required

●Make public address announcements as required

●Assist Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival

●Comply with all federal, state, municipal, airport authority and carrier security requirements and Swissport SOPs and policies

●Operate equipment to include the jet way, computer keyboards, and carrier specific reservation/ ticketing software

●Produce all required, work-related documentation

●Other duties as assigned

Rideshare Driver, Uber and Lyft, Boston, MA 2021 - Present

●Achieve high customer ratings on post trip surveys for excellent customer support, vehicle cleanliness and great conversations.

●Places safety as top priority for all rides and followed community guidelines for engaging emergency personnel when situation required.

●Used GPS appropriately to determine the fastest route to destination in order to save rider money and maximize availability.

●Answered, scheduled and responded to reservation calls at specific time and location.

●Transported clients with professionalism and discretion.

●Maximize passenger satisfaction by keeping the vehicle in safe and clean operating condition.

●Minimize vehicle mechanical issues by adhering to vehicle maintenance schedules.

●Stored passenger luggages and personal items with care for safety and security.

Crew Member, Trader Joe’s, Cambridge MA 2017 - 2021

●Serve approximately 150-250 customers per day in high volume store

●Recognized with company awards multiple times for providing excellent customer service and product knowledge.

●Received pay increases every six months consistently for excellent performance and teamwork.

●Answer customer questions and educate clients on new products.

●Contribute to the larger team rotating roles, performing cashier duties, stocking product assistance, and facility maintenance.

Print and Marketing Associates, Staples, Cambridge MA 2017 – 2019

●Provided troubleshooting for six self-service machines, two Wide Format Printers, two commercial printers,

●a commercial mounting and lamination machine, and two desktop computers.

●Conducted weekly maintenance of machines and escalated problems to the IT department through proper protocols and procedures.

●Performed editing, scanning, copying and printing for 100 to 150 customers’ documents or projects daily

●Utilized high attention to detail to ensure quality print orders.

●Ensured accurate documentation of orders in the communication logbook for cohesive team communication

Data Officer (Heal-TB Project), Management Science for Health (MSH), Ethiopia 2012 - 2016

●Reviewed monitoring and evaluation formats for both MSH and government health facilities.

●Entered data, conducted data cleaning, and reporting on a monthly and quarterly basis.

●Provided training on the use of Quantum GIS to a group of health workers in collaboration with TB Care.

●Assisted in operational research and baseline assessments in methodology, database creation, data entry and analysis.

●Identified gaps and weaknesses on existing HMIS systems and developed solutions to address them.

●Conducted and facilitated training on community TB care and laboratory issues.

Data Manager, International Training and Education Center for Health (I-TECH), Ethiopia 2005 - 2012

●Assisted in overall data management process and coordination support on HIV prevention, care and treatment activities throughout the hospital; provided data entry.

●Coordinated activities of voluntary counseling and testing (VCT), outpatient and inpatient departments, laboratory and pharmacy on ART, focusing particularly on the exchange of data among various departments.

●Sent semi-processed data to RHB HIV/AIDS and STI Prevention & Control team leader.

●Provided monthly clinical and program reports to HIV team leader and Medical Director.

●Developed linkages using communication forms among VCT, TB/HIV clinic, PMTCT outpatient and inpatient to assure patient flow; acted as liaison among departments.

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