Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Additional Information
Interests
Timeline
Generic
Yeabsira Baheru

Yeabsira Baheru

Technical Service,Coustmer Service, Data Analysis, Anti-money Laundry
Alexandria

Summary

Personable Technical service offering 5+ years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

6
6
years of professional experience
13
13
years of post-secondary education
2
2
Languages

Work History

Field Service Operation Specialist

Alcon Global Services
10.2023 - 06.2024
  • Process and manage internal service requests and customer inquiries using SAP Business One (SAP B1) and CRM systems.
  • Handle customer parts requests, including order creation, invoicing, and seamless integration with SAP systems.
  • Dispatch engineers based on customer needs and internal demands, creating and managing cases and work orders within SAP.
  • Maintain high data integrity across SAP Installed Base and CRM systems, ensuring accurate connections to other business-critical platforms.
  • Configure and oversee new service contracts in SAP, including the creation of Preventive Maintenance (PM) plans for customer needs.
  • Renew and update existing service contracts, ensuring PM plans are accurately created and maintained in SAP.
  • Manage service contract billing plans and generate invoicing through the ERP system for timely financial operations.
  • Maintain and configure master data in SAP and CRM, including material configuration, extensions, and pricing updates.
  • Oversee spare parts orders and inventory receiving in SAP, ensuring effective collaboration with engineers and warehouse teams.

Global inbound Specialist

SAP
12.2022 - 05.2023
  • Manage and support SAP B1, Warehouse Management Systems (WMS), and ERP systems to ensure seamless operations and system performance.
  • Helping business realize their growth potential through SAP technology and Innovation.
  • Enabling companies to adopt the best SAP cloud and on-premise intelligent solutions.
  • Close cooperation with sales representatives and local marketing managers.
  • Use tools like SAP, CRM, SAP Fiori Launchpad, Slack SCC, and SAP Litmos.
  • Generate, qualify, nurture, and hand over leads and opportunities by developing and driving effective communication via various channels and applying selling strategies.
  • Troubleshoot technical issues related to networks, ERP, Windows systems (both cloud and on-premises), and various hardware/software environments.
  • Provide hands-on IT support in challenging environments, including USDA/FDA-compliant cold warehouses and production facilities.
  • Design and manage access controls across ERP, Active Directory, and physical systems for enhanced security.

Customer Service professional

Sitel Polska
10.2019 - Current
  • Supporting line for merchants utilizing a credit card processor in the US and Canadian market.
  • Effective use of the salesforce.
  • Technical support on card processor.
  • Troubleshooting hardware and software.
  • Assisting merchants in generating invoices, creating inventories, accessing reports, employing marketing and team management tools on the Square software.
  • Solving complex issues like fraud, identity theft and report discrepancy in effective manner.
  • Handling large volumes of incoming calls and following up on emails.
  • Continuously taking additional trainings with respect to software and hardware updates.

ICG L1 app support analysis

CITI Bank Europe
05.2022 - 07.2022
  • Diagnosing and solving incidents and problems related to the functioning of Cit network infrastructure.
  • Working together with the multiple functions to ensure proper performance of the processes running within one of the biggest IT environments all over the world.
  • This will include direct engagement into operations including immediate notifications for critical issues and acting as the service owner.
  • Command Center Operations team it is expected you demonstrate competency in Technology and ability to quickly learn multiple platforms, toolsets and processes.

Customer service specialist

Foundever Poland
06.2023 - 09.2023
  • Assisted customer’s regarding their medical inquiries and document cases.
  • Provide replacement accessories for faulty device over the phone.
  • Provided customer support via emails and live chats with customers with medical inquiries.
  • Provide training and guidance to employees on medical-related matters, fostering a culture of diabetes awareness.
  • Prepare accurate and timely reports and maintain proper documentation to demonstrate call forecast.

Customer service professional

Foundever (Sitel polska)
10.2019 - 04.2023
  • Company Overview: Sitel( Square Bank Project)
  • Effective use of the Salesforce.
  • Supporting line for merchants utilizing a credit card processor in the US and Canadian markets.
  • Technical support on the card processor.
  • Troubleshooting hardware and software.
  • Assisting merchants in generating invoices, creating inventories, accessing reports, and employing marketing and team management tools on the software.
  • Solving complex issues like fraud and identity theft and reporting discrepancies effectively.
  • Handling large volumes of incoming calls and following up on emails.
  • Continuously taking additional training concerning software and hardware updates.
  • Helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services.
  • Sitel( Square Bank Project)

Education

Bachelors degree - International Business Management

Clark University
Warsaw,Poland
10.2019 - 07.2022

High School Diploma -

School of Tomorrow International School, Ababa
05.2007 - 01.2018

Skills

    Customer service excellence

    Feedback handling

    CRM software

    De-escalation techniques

    Call center experience

    Microsoft Excel

    Customer service

    Data entry

    Account management

    Technical support

Accomplishments

  • Technical Service,Consumer service, Data Analysis, Anti-money Laundry
  • Ability to learn new system/software in the average time frame -problem-solving and crisis-management skills-strong team worker -mentoring skills -strong analytical skills -highly motivated and devoted-Friendly and active-ability to use logic and understated business efficiency

Additional Information

  • Ability to Work in a Team Ability to Work Under Pressure Teamwork Leadership Sale Zendesk Salesforce

Interests

  • Documenting and sharing travel experiences
  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Supporting STEM education initiatives and mentorship programs

Timeline

Field Service Operation Specialist

Alcon Global Services
10.2023 - 06.2024

Customer service specialist

Foundever Poland
06.2023 - 09.2023

Global inbound Specialist

SAP
12.2022 - 05.2023

ICG L1 app support analysis

CITI Bank Europe
05.2022 - 07.2022

Customer Service professional

Sitel Polska
10.2019 - Current

Customer service professional

Foundever (Sitel polska)
10.2019 - 04.2023

Bachelors degree - International Business Management

Clark University
10.2019 - 07.2022

High School Diploma -

School of Tomorrow International School, Ababa
05.2007 - 01.2018

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Yeabsira BaheruTechnical Service,Coustmer Service, Data Analysis, Anti-money Laundry