Hayat Zelelew
Alexandria
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
China Square Mall
02.2022 - 09.2024
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Detailed payment options and explained price, receipt and billing details to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Call Center Representative (Remote)
Ethio Telecom
03.2019 - 12.2021
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company’s new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service
Project Officer
YCDF (Youth and Cultural Developmental Foundation)
10.2016 - 02.2018
- Managed project planning and execution, ensuring timely delivery of objectives
- Liaised with donors, partners, and stakeholders to secure project funding
- Prepared project reports and documentation for management and donors
- Conducted field visits to monitor project activities and assess impact
- Facilitated capacity-building programs for local staff and volunteers
Education
Bachelor of Social Sciences - Social Work
University of Gondar
Skills
- Excellent customer service and communication skills
- Strong attention to detail
- Organizational abilities
- Ability to work effectively in a team environment
- Proficient in reservation and point-of-sale systems
- Language: Amharic and English
- Critical thinking
- Customer relations
- Call center experience
References
Available upon request.
Timeline
Customer Service Representative
China Square Mall
02.2022 - 09.2024
Call Center Representative (Remote)
Ethio Telecom
03.2019 - 12.2021
Project Officer
YCDF (Youth and Cultural Developmental Foundation)
10.2016 - 02.2018
Bachelor of Social Sciences - Social Work
University of Gondar
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