Abiy Gebru
Toronto,Canada
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Call Center Representative
TD Bank
01.2022 - 2022
- Assisted small business clients with their banking needs through effective communication and problem resolution.
- Maintained high levels of customer satisfaction by providing timely and accurate information.
- Utilized strong computer skills to manage client information and transactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Letter Carrier
Canada Post
01.2023 - Current
- Provided reliable mail delivery services while engaging positively with customers and addressing their inquiries.
- Ensure adherence to safety protocols and maintain a neat work environment.
- Demonstrated excellent organization in sorting and delivering mail efficiently.
- Strengthened community ties through consistent, friendly interactions with customers along assigned routes, fostering trust and positive relationships between the postal service and its patrons.
- Managed time effectively to complete all scheduled deliveries within expected time frames, ensuring consistent service levels for customers.
- Enhanced customer satisfaction through timely delivery of parcels, letters, and packages to residential and commercial addresses.
- Improved mail delivery efficiency by accurately sorting and organizing mail according to designated routes.
- Handled sensitive materials such as certified mail, registered packages, and express deliveries with utmost care and attention to detail.
- Promoted a positive image of the postal service by providing courteous and professional interactions with customers during daily deliveries.
Tax Intelligence Analyst
Ministry of Revenue
01.2015 - 01.2021
- Supported decision-makers by providing timely, accurate, and relevant assessments of emerging threats.
- Analyzed open-source intelligence data to identify potential threats and vulnerabilities.
- Coordinated with other intelligence agencies to share information and resources.
- Developed standard operating procedures for intelligence operations and activities.
- Reduced knowledge gaps within the organization by creating comprehensive intelligence products tailored to specific audience needs.
- Created useful and timely intelligence products to support field operations.
- Enhanced team performance by leading training sessions on advanced analytical techniques and software applications.
- Assisted in creating high-level intelligence briefs for senior-level personnel.
- Maintained subject matter expertise in assigned areas of responsibility through ongoing professional development activities.
- Conducted detailed data analysis to identify patterns and trends in complex datasets.
- Contributed to the development of organizational policy regarding intelligence collection, analysis, dissemination, and storage procedures.
- Led team in conducting detailed market analysis, identifying trends that informed strategic business decisions.
HR Manager
Shoa Bakery and Flour Factory
01.2010 - 01.2015
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Collaborated closely with department heads in executing strategic workforce planning initiatives that aligned human capital resources with company goals.
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Motivated employees through special events, incentive programs, and constructive feedback.
- Enhanced employee retention by implementing effective onboarding and training programs.
Customer Service Manager
Commercial Bank of Ethiopia
01.2010 - 01.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Education
Certificate - Excellence in Financial Services
Seneca College
Toronto, Ontario03-2022
MA - Tax Administration
Ethiopian Civil Service University
Addis Ababa, Ethiopia08.2019
BA - Business Administration
New Generation University
Addis Ababa, Ethiopia09.2010
Skills
- Strong computer and register proficiency
- Problem-solving skills
- Excellent organizational and record-keeping abilities
- Detail-oriented with a focus on accuracy
- Ability to balance teamwork with efficiency in customer processing
- Strong communication and interpersonal skills
- Customer support
- Complaint resolution
- Database research
Languages
English
Full Professional
Amharic
Native or Bilingual
Oromiffa
Professional Working
Tigrigna
Limited Working
Timeline
Letter Carrier
Canada Post
01.2023 - Current
Call Center Representative
TD Bank
01.2022 - 2022
Tax Intelligence Analyst
Ministry of Revenue
01.2015 - 01.2021
HR Manager
Shoa Bakery and Flour Factory
01.2010 - 01.2015
Customer Service Manager
Commercial Bank of Ethiopia
01.2010 - 01.2015
Certificate - Excellence in Financial Services
Seneca College
MA - Tax Administration
Ethiopian Civil Service University
BA - Business Administration
New Generation University
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