Mako Dube

Aurora, CO *****

aduwem@r.postjobfree.com

+1-206-***-****

• Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

Ethio Telecom - AddisAbaba

May 2016 to August 2022

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

• Consulted with customers to resolve service and billing issues.

• Fielded customer complaints and queries, fast-tracking for problem resolution.

• Assisted customers with making payments or establishing payment plans to bring accounts current.

• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Set up and activated customer accounts.

• Answered inbound calls, chats and emails to facilitate customer service.

• Demonstrated excellent communication skills in resolving product and consumer complaints.

• Made outbound calls to obtain account information.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Educated customers on special pricing opportunities and company offerings.

• Used proven techniques to de-escalate angry customers during telephone interactions.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Mentored new employees on procedures and policies to maximize team performance.

• Developed strong customer relationships to encourage repeat business.

• Solicited feedback from staff and volunteers to improve existing programs.

• Designed wrap up groups to provide feedback for continuous improvement of volunteer programs.

• Constructed volunteer service descriptions for each volunteer assignment.

• Implemented and planned formal and informal volunteer appreciation functions.

• Conducted new volunteer orientation and training sessions to discuss requirements and expectations.

• Managed recruitment efforts through media, web, social media and outreach.

• Screened volunteer applicants by conducting background checks and calling references.

• Distributed monthly volunteer newsletters to keep participants and local community informed.

• Maintained accurate records to track volunteer participation hours.

• Produced screenings and evaluation tools to measure success of volunteer programs.

• Tracked and scheduled volunteers based on skillset and availability.

• Represented organizations in relations with governmental and media institutions.

• Assessed and identified service delivery challenges and opportunities within local area.

• Consulted with staff on resolution of complex service issues.

• Provided direct service and support by handling referrals for advocacy issues or resolving complaints.

• Determined organizational policies regarding program eligibility, requirements and benefits.

• Analyzed proposed legislation, regulations or rule changes to determine impact of services.

• Taught lessons encompassing range of skill-building activities for speaking, writing, reading and listening.

• Customized instructional plans to meet individual student skill levels and learning styles.

• Developed lesson plans to teach course materials according to schedule.

• Delivered performance results to dean of students each semester.

• Tested, evaluated and counseled students regarding academic performance and goals. Assistant Teacher Volunteer

Ambo University - Addis, LA

June 2013 to June 2015

• Created calm and disciplined classroom environment to improve student focus.

• Arranged age-appropriate activities to help children develop interests and talents.

• Communicated regularly with parents, teachers and administrators regarding student progress and needs.

• Implemented lesson plans for students with varying learning styles.

• Assembled instructional materials for children's projects and play-time.

• Maintained safe, educational environment for students during learning and free play time.

• Created colorful and attractive displays for bulletin boards and hallways.

• Observed student performance and analyzed individual records to assess progress.

• Protected confidential information related to staff and families.

• Supported and documented student growth and progress to achieve academic, social and emotional goa

Volunteer Program Manager

Shashemene pp school - Addis Ababa

February 2010 to February 2012

• Solicited feedback from staff and volunteers to improve existing programs.

• Designed wrap up groups to provide feedback for continuous improvement of volunteer programs.

• Constructed volunteer service descriptions for each volunteer assignment.

• Implemented and planned formal and informal volunteer appreciation functions.

• Secured and filed signed volunteer liability waivers and contracts.

• Conducted new volunteer orientation and training sessions to discuss requirements and expectations.

• Distributed monthly volunteer newsletters to keep participants and local community informed.

• Wrote, implemented and enforced volunteer program policies, procedures and standards.

• Maintained accurate records to track volunteer participation hours. Education

Bachelor's degree in Computer Science

Ambo university Ethiopia - Addis Ababa

July 2015 to Present

Skills

• Java

• Computer Science

• JavaScript

• C/C++

• Software Development

• HTML5

• MySQL

• User Interface (UI)

• Microsoft SQL Server

• Network Administration

• Linux

• SQL

• ERP system

Languages

• English, Oromo,Amharic - Select

Certifications and Licenses

CCNA

Additional Information

• Data Entry and Maintenance

• Creative Problem Solving

• CRM Software

• Customer Retention Strategies

• Needs Assessment

• Upbeat and Positive Personality

• Efficient and Detail-Oriented

• Multitasking and Prioritization

• Issue and Complaint Resolution

• Building Customer Trust and Loyalty

• Customer Service

• De-escalation Techniques

• Verbal and Written Communication

• Transaction Processing

• Upselling Products and Services

• wpm Typing Speed

• Data Entry

• Calm and Professional Under Pressure

• Call Documentation

• Customer Data Confidentiality

• Courteous with Strong Service Mindset

• Understanding Customer Needs

• English afaan oromo Amharic Fluency

• Responding to Difficult Customers

• Project Management Abilities

• Call Center Operations

• Stockroom Procedures

• Fleet Dispatching

• Microsoft Office Expertise

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