Summary
Overview
Work History
Education
Certification
Languages
Timeline
Generic

BROOK KEBEDE

Summary

Experienced professional with a strong customer support background. Skilled in resolving complex issues and improving client satisfaction. Demonstrates proficiency in effective communication, problem-solving, and adaptability to dynamic environments. A dedicated team collaborator who consistently delivers high-quality results. Known for reliability and flexibility, ensuring optimal performance in fast-paced settings.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Representative

Hydro One Networks
05.2024 - Current
  • Provided professional and efficient assistance to customers via phone, email, and chat regarding billing, collections, and service-related inquiries.
  • Identified, addressed, and resolved customer concerns, escalating issues to management when necessary.
  • Managed and updated customer accounts using the Customer Information System (CIS).
  • Handled service orders for new connections, disconnections, and account updates, ensuring timely and accurate processing.
  • Collaborated with internal departments, such as Billing and Engineering, to resolve customer issues effectively.
  • Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
  • Trained new employees on company policies and procedures, ensuring consistent delivery of high-quality customer support.
  • Educated customers about billing, payment processing and support policies and procedures.

MAÎTRE D'

Pinnacle Catering at Scotiabank Arena
10.2021 - Current
  • Oversees a variety of large-scale events; providing effective leadership to staff members to ensure exceptional service and seamless delivery
  • Maintains responsibility for various operational aspects essential to business success, including account management and billing
  • Works in close alignment with the Executive Suites Hostess in order to provide exemplary service to a diverse group of Suiteholders
  • Managed inventory requirements for the business, processed shipments, and replenished products across 150+ Executive Suites
  • Fostered professional solid relationships with various high-profile clients, establishing high levels of trust and ensuring the best possible service at all times
  • Ensure adherence to Pinnacle and MLSE house policies and procedures, including alcohol enforcement
  • Follow all Pinnacle and MLSE Health & Safety policies and procedures, while working in compliance with the provisions of the Occupational Health & Safety Act

OFFICE ADMINISTRATOR

Berta Landscaping & Property Maintenance Inc.
08.2022 - 01.2024
  • Manage daily office operations, including scheduling, budgeting, and supply management
  • Coordinate meetings and appointments, prepare agendas, and provide administrative support to executives
  • Oversee office communication, both internal and external, ensuring timely and professional correspondence
  • Implement and maintain efficient filing systems for easy document retrieval
  • Monitor and manage office budgets, expenses, and financial records
  • Streamline office processes to enhance overall efficiency and productivity
  • Handle HR-related tasks, such as onboarding new employees, maintaining employee records, and coordinating training sessions

MANAGER

Relish Southern Restaurant
04.2019 - 09.2019
  • In house HR & employee relations (input new Employees, create files, obtain paperwork, Payroll inquiries, dissemination of all necessary information to managers & employees)
  • Maintain budget guidelines in reference to dry goods, labor, and beverage purchases
  • Event coordination, production, and curating
  • Contact for all event bookings /large parties
  • FOH & BOH Training Manuals, FOH checklists, side worksheets, food guide and cheat sheets, updated event packets, and marketing material
  • Reservation/Availability Planning based on projected volume (Open Table, special occasion processes)
  • Oversee/participate in a weekly inventory of dishes, silverware, glassware (set pars & submit orders)
  • Send nightly blogs of the night

MANAGER

SOUTH Jazz Parlor and Kitchen
03.2019 - 09.2019
  • Oversee & partake in day-to-day operations/logistics (coaching employees, maintaining proper food safety and sanitation standards in public, kitchen, and beverage preparation areas, as well as, monitoring safety)
  • Take suggestions from guests, daily review of product quality, and analyze trends in preferences for making changes or improvements to all areas of the restaurant including menus & service
  • Establish and enforce standards & regulations for personnel, entertainers, food and beverage standards in conjunction with owners
  • Recruiting, Hiring, Training, Testing & Scheduling
  • Maintain budget guidelines in accordance with Bevinco, owners, and the management team
  • Implement policies and protocol to ensure successful restaurant operations in all areas (FOH including, bar & host stand, BOH)

PROGRAM FACILITATOR AND SOCIALIZED RECESS LEADER

Education Works
08.2017 - 09.2018
  • Plan and implement daily program and activities as outlined on the site schedule in accordance with Education Works rules and DPW regulations
  • Actively engage students in academic and personal development programs including homework help, literacy, recreation, and healthy living, and project-based learning
  • Track student progress and coordinate with teachers to ensure continued improvement
  • Work with school leadership, lunchroom staff, and teachers to support a positive climate during recess and the transition periods
  • Participate in national days of service

PROGRAM COORDINATOR

Haddis Girma Continuity Foundation (HGCF)
09.2013 - 05.2018
  • Organize annual field days and outreach activities that brings over 4000 community members to raise awareness on depression and suicide
  • Redesigned and implemented the Academic and Social Mentoring program
  • Raised over $2,000 through donations and grants

TEACHING ASSOCIATE

Citizen Schools
02.2016 - 04.2017
  • Plan and manage logistics for events both on- and off-campus
  • Build and leverage relationships with students, families, volunteers, peers, and the school community
  • Customize and deliver a hands-on, engaging curriculum
  • Partner with volunteers to create and facilitate high-quality apprenticeships each semester
  • Inspire students to set and achieve ambitious academic and personal goals
  • Participate in Citizen Schools' system of student incentives, recognition, and consequences

TEACHING ASSISTANT

Roxbury Community College
11.2014 - 05.2015
  • Assisted students with STEM course materials during bi-weekly office hours
  • Monitored student development and composing weekly progress reports
  • Partnered with faculty to develop performance targets for students
  • Collaborated with department tutors to design individualized learning objectives

Education

ASSOCIATE DEGREE - ENGINEERING

Roxbury Community College
01.2015

Certification

  • CPR
  • Smart serve

Languages

Amharic
Native or Bilingual

Timeline

Customer Representative

Hydro One Networks
05.2024 - Current

OFFICE ADMINISTRATOR

Berta Landscaping & Property Maintenance Inc.
08.2022 - 01.2024

MAÎTRE D'

Pinnacle Catering at Scotiabank Arena
10.2021 - Current

MANAGER

Relish Southern Restaurant
04.2019 - 09.2019

MANAGER

SOUTH Jazz Parlor and Kitchen
03.2019 - 09.2019

PROGRAM FACILITATOR AND SOCIALIZED RECESS LEADER

Education Works
08.2017 - 09.2018

TEACHING ASSOCIATE

Citizen Schools
02.2016 - 04.2017

TEACHING ASSISTANT

Roxbury Community College
11.2014 - 05.2015

PROGRAM COORDINATOR

Haddis Girma Continuity Foundation (HGCF)
09.2013 - 05.2018

ASSOCIATE DEGREE - ENGINEERING

Roxbury Community College

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BROOK KEBEDE