Eden Kebede Kumbi
Toronto,ON
Summary
Dynamic leader with a proven track record at Ethiopian Airlines, excelling in high-pressure environments and mastering complaint resolution. Spearheaded a team to elevate customer satisfaction, integrating strong communication skills and leadership. Achieved notable customer retention through innovative service strategies, embodying teamwork and problem-solving prowess.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
14
14
years of professional experience
Work History
Customer Service Team Leader
Ethiopian Airlines
01.2010 - 11.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Evaluated customer service staff performance and provided constructive feedback.
- Developed efficient schedules, optimizing team resources to meet fluctuating demand.
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
- Ensured compliance with all company policies and procedures related to customer service, maintaining high standards of integrity.
- Improved service quality by conducting periodic reviews of customer interactions and providing constructive feedback to team members.
- Coordinated with other departments to resolve customer issues more efficiently, enhancing overall service experience.
- Established reward system for team members who exceeded customer service targets, motivating team and fostering culture of excellence.
- Increased customer retention with personalized follow-up strategies, carefully addressing concerns and feedback.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
Education
No Degree - Airline Industry And Customer Service
Ethiopian Aviation Academy
Ethiopia12-2009
Bachelor of Arts - Marketing Management
Unity University
Ethiopia 08-2008
Skills
- Leadership and team Management
- Complaint resolution and problem solving
- Excellent communication and interpersonal skills
- Ability to work in a busy, high pressured environment
- Team player with proficiencies in coordinating and prioritizing workloads
- Quick learner and incorporate current ideas
- Handling Complaints
- Strong customer service skills
Languages
English
Full Professional
Amharic
Native or Bilingual
Timeline
Customer Service Team Leader
Ethiopian Airlines
01.2010 - 11.2023
No Degree - Airline Industry And Customer Service
Ethiopian Aviation Academy
Bachelor of Arts - Marketing Management
Unity University
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