Yeabsira Baheru

-Managed real-time inbound call traffic across multiple contact center locations.

-Optimized schedules, forecasts, and other tools to present to management for over 3500 employees.

-Prepared and maintained reports, dashboards, and monthly packages.

-Work collaboratively to complete daily scheduling tasks, including managing leave requests and callout's
-Serve as a subject matter expert on Workforce Management software and processes
-Collaborate with department leaders to create scheduling solutions that reflect current business demands, account for exceptions, and support accurate staffing levels and efficiency strategies
-Suggest scheduling changes and create new business models
-Identify best practices to enhance staffing while adhering to current labor agreements, and ensure ethical and equitable scheduling processes
-Determine the balance between optimal scheduling, service expectations, and compliance with current legal or legislative requirements
-Track, monitor, and communicate all system issues and downtime
-Manage Key Performance Indicators, including but not limited to Service Level, Occupancy, Abandon rates, ASA and AHT on a daily, weekly, and monthly basis

-Manage employees payroll every two weeks.

• 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.

• 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.

• 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.

• 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.

• 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)