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