Azeb Yusuf
Kitchener,Canada
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Executive Aviation Canada
03.2024 - Current
- Helping passengers to check-in, Preparing aircraft for on-time departures
- Facilitating deplaning and boarding of passengers
- Greeting passengers who are arriving from flights
- Following airline specific check-in policies and procedures
- Light grooming duties
- Kindly enforce airline and airport policies and procedures to passengers
- Managed complex customer interactions, utilizing problem-solving skills to achieve effective resolutions.
- Analyzed customer feedback trends, identifying areas for process enhancement and operational effectiveness.
- Developed training materials for ongoing staff development, promoting knowledge sharing within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
CUSTOMER SERVICE REPRESENTATIVE
Challenger Logistics Canada
02.2022 - 12.2022
- Tracking and tracing freight using various applications, update and advise customers accordingly.
- Managed booking, advance calls to set up deliveries , tracking linehaul and local delivery frames.
- Coordinate USA line haul and local pick ups and ability to forecast similar loads for consolidations and deliveries. And, Coordinate all Daily pickups and deliveries.
- Responsible for cost analysis, collection of all associated charges, POD and documentation to finalize load process and billing.
- Data entry of accurate information in company database including shipment tracking, and all associated billing charges for each load
CUSTOMER SERVICE SPECIALIST
Arvato Digital Canada
09.2018 - 12.2019
- Utilizing both SAP and other tele-sales channels to fulfill customer requests for products.
- Providing support to customers by answering any questions regarding payment information, product pre-orders, product pre-screening calls, and other general inquiries.
- Answering any questions relating to order status, delivery time and changes in order.
CUSTOMER SUPPORT REPRESENTATIVE
Nordia
03.2017 - 07.2018
- Directing marketing and sales of client products and services to all customers and clients.
- Providing the highest degree of customer interaction and quality, measured through call quality reports, call audits, and customer satisfaction surveys.
- Providing support to customers regarding order status, delivery frames, payment information, product pre-orders, product pre-screening calls, and other general inquiries.
COMPLAINT RESOLUTION OFFICER
Ethiopian Airlines
11.2009 - 08.2016
- Generate management reports for hotel utilization and mishandled baggage cases.
- Ensured that business class lounges are run optimally to enhance customers satisfaction.
- Handled staff administrative issues including appraisals, disciplinary actions, leave plan.
Education
High School Diploma -
Bachelor of Arts - Management
Unity University
Addis Ababa, Ethiopia09-2009
Diploma -
Unity College
Addis Ababa, Ethiopia09-2002
Skills
- Customer service
- Data entry
- Answering phone calls and emails
- Sorting and filing documents
- Managing mail
- Proficient user in Microsoft Office and G – Suite
- Reservations and logistics monitoring and control Application systems (SABRE, World Tracer Management)
- Excellent Customer Service skills and interpersonal skills
- Ability to communicate effectively verbally and in writing
- Excellent organizational and time management skills
- Critical thinking
- Active listening
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
Languages
English
Native or Bilingual
Amharic
Native or Bilingual
Interests
- Dancing
- I participate in low-impact exercises to strengthen core muscles
- Swimming
- DIY and Home Improvement
- Cooking
- Gardening
- I enjoy helping others and giving back to the community
- Outdoor Recreation
- Baking
- Enjoy hobbies that combine physical activity with outdoor exploration
- Watching Movies and TV Shows
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Executive Aviation Canada
03.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Challenger Logistics Canada
02.2022 - 12.2022
CUSTOMER SERVICE SPECIALIST
Arvato Digital Canada
09.2018 - 12.2019
CUSTOMER SUPPORT REPRESENTATIVE
Nordia
03.2017 - 07.2018
COMPLAINT RESOLUTION OFFICER
Ethiopian Airlines
11.2009 - 08.2016
High School Diploma -
Bachelor of Arts - Management
Unity University
Diploma -
Unity College