Operations & Customer Success Leader

Yodit Debass

**** ******** ** ***. * McLean, VA *2102 571-***-**** *****.********@*****.***

PROFESSIONAL SUMMARY

Detail oriented professional with years of management and customer service experience. Effective communication and problem resolution skill. Eager to work with clients to solve their most challenging problems, both technical and non-technical, and strives to gain new skills. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

WORK EXPERIENCE

Friends HealthCare Team (HomeAide) Feb 2019-Present

Assist Clients with activities of daily living

Prepare meals and assist with feeding if necessary

Monitor and report change in client’s condition to supervisor

Maintain a clean, safe and organized home environment

Provide mobility support and safe transfers

Airline Ground International (AGI) (General Manager) July 2017-February 2026

Oversee the stations budget and finance with great attention to detail.

Manage stations inspections and audits.

Manage staff and resources.

Respond to station emergencies, as necessary.

Address employee issues in a courteous timely manner.

Track metrics to determine ways to improve airport efficiency.

Prepare, review, and verify operation reports.

Lead periodic meetings and conference calls with higher officials.

Airport Terminal Services (ATS) (Account Manager) July 2015-July 2017

Manage employees scheduling and billing with great attention to detail.

Lead periodic meetings and conference calls with higher officials.

Document and report daily operations.

Prepare and review operations reports.

Airport Terminal Services (ATS) (Station Manager) April 2012-July 2015

Effectively ran the station, guiding twenty employees and collaborating with other stations around the United States.

Responsible for general administration of the station including human resource activities.

Manage employees with scheduling and billing with great attention to detail.

Manage stations inspections and audits.

Airport Terminal Services (ATS) (Customer Service Supervisor) April 2010-July 2012

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.

Monitors or reviews calls or other correspondence between representatives and customers.

Collects data and prepares reports on customer complaints and inquiries.

Prepares monthly reports summarizing the assigned customer service team’s performance.

Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.

Assists with budget preparation for the Customer Service department.

Performs other related duties as assigned.

Frontier Airlines (Customer Service Agent) June 2008-July 2010

Assist customers with the aircraft boarding process.

Respond promptly to customer inquiries.

Keep records of customer interactions, transactions, comments, and complaints.

Provide feedback on the efficiency of the customer service process.

Ensure customer satisfaction and provide professional customer support.

Childcare (Babysitting) June 2005 - June 2008

Carefully monitor children’s activities.

Serve meals and refreshments to children.

Communicate with children’s parents about daily activities and behaviors.

Sanitize toys and equipment.

EDUCATION

Northern Virginia Community College, Annandale, VA

September 2002 – June 2004

Addis High School, Addis Ababa, Ethiopia

August 1996 - May 2000

SKILLS

Excellent Verbal and Communication Skills

Efficient and Detail-Oriented

Meticulous and Keen Sense of Awareness

Time Management & Innovation Management

Organizational skills

Teamwork

Leadership

LANGUAGES

Amharic-Native/Bilingual

Tigrinya-Native/Bilingual

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