Summary
Overview
Work History
Education
Skills
Volunteer Experience
Languages
Timeline
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FEVEN Wagaw

Customer Service Representative
East York,ON

Summary

  • 14+ years of experience providing excellent customer service in the aviation and manufacturing industry.
  • Highly skilled in multitasking and working under time pressure.
  • Demonstrated ability to deal with customer complaints and concerns with excellent problem-solving skills developed through years of customer service experience.
  • Strong written and verbal communication skills with a proven track record of responding to needs efficiently by dealing with a multi-diverse audience.
  • Excellent ability in dealing and communicating with cross-functional units and stakeholders.
  • Strong leadership skills reflected in coaching, mentoring, and supervising a team of 12.
  • Valid Ontario "G" Driver's License

Overview

16
16
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

Tec Business Solutions Ltd
01.2023 - Current


  • Answers customers' inquiries over the phone and through email, resulting in a 65% increase in customer satisfaction.
  • Tracked product inventory on a weekly which resulted in a 90% increase in the efficiency of processing orders.
  • Proactively communicate with cross-functional units to smoothly run daily operations.
  • Actively schedule daily deliveries to customers.
  • Created and maintained databases to track and record customer data.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Managed phone and email correspondence and handled incoming and outgoing mail.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Processed an average of 7 customer orders accurately and within agreed timeframes to meet service standards.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality of service.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Developed strategies to streamline and improve office procedures.
  • Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
  • Managed filing system, entered data, and completed other clerical tasks.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Organized and detail-oriented with a strong work ethic.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Applied effective time management techniques to meet tight deadlines.

CABIN CREW

Ethiopian Airlines
11.2007 - 03.2022
  • Successfully handled over 25 customer complaints and compliments per flight resulting in exceeding passengers' expectations and an 80% increase in customer satisfaction.
  • Supervised and ensured the overall safety and security of passengers and cabin occupants with a record of zero incidents.
  • Provided effective communication with cross-functional units and stakeholders to provide policy and procedure amendments that resulted in an 80% increase in customer satisfaction and a 70% increase in safety culture.
  • Coached, mentored, and empowered junior team members to fulfill the company's goal, resulting in an 80% increase in productivity.
  • Actively enrolled an average of 8 passengers per flight in the company's Frequent Flyer Program which resulted in a 60% increase in loyal customers.
  • Maintained exceptional teamwork and a positive working environment through active listening and proactive thinking.
  • Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
  • Followed company regulations and rules to promote a safe environment for travelers and employees.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.

Education

Google IT Support Professional Certificate - Information Technology

NPower Canada
Toronto, ON
12.2022

Bachelor of Commerce (Honors) in Business Management - Business Management

University of South Africa
Pretoria, South Africa
03.2018

Bachelor of Arts in Business Administration and Information Systems - Business Administration And Information Systems

Addis Ababa University
Addis Ababa, Ethiopia
07.2007

Skills

  • Order Processing

  • Computer Proficiency

  • Filing

  • Problem-solving abilities

  • Customer Service

  • Professional telephone demeanor

  • Microsoft Office Suite

  • MS Office

  • Administrative and Office Support

  • Calm Under Pressure

  • Delivery Scheduling

Volunteer Experience

SUNDAY PRAYER GROUP COORDINATOR, St. Michael Orthodox Church, Addis Ababa, Ethiopia, 07/2007 - 10/2007

Languages

English
Full Professional
Amharic
Native or Bilingual

Timeline

CUSTOMER SERVICE REPRESENTATIVE

Tec Business Solutions Ltd
01.2023 - Current

CABIN CREW

Ethiopian Airlines
11.2007 - 03.2022

Google IT Support Professional Certificate - Information Technology

NPower Canada

Bachelor of Commerce (Honors) in Business Management - Business Management

University of South Africa

Bachelor of Arts in Business Administration and Information Systems - Business Administration And Information Systems

Addis Ababa University

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FEVEN WagawCustomer Service Representative