Feven Yelma Bulcha
Toronto,ON
Summary
Accomplished Senior Customer Service Agent with a robust history of 10 years at Ethiopian Airlines, adept in Sabre GDS and excelling in complaint handling and customer retention. Proven track record in process improvement, leading to a significant increase in passenger satisfaction. Known for strong teamwork and achieving high customer satisfaction rates. Reliable, adaptable, and skilled in conflict resolution and process optimization.
Overview
11
11
years of professional experience
Work History
Senior Marketing Officer II
Ethiopian Airlines
06.2020 - 08.2024
- Enhanced public relations efforts by cultivating strong relationships with media outlets, securing valuable press coverage for company news or events.
- Streamlined processes within the marketing department through effective project management techniques, leading to increased productivity levels among team members.
- Developed and implemented comprehensive marketing strategies to increase brand awareness and customer acquisition.
- Created and launched campaigns across digital and traditional channels to drive sales.
- Acquired, developed and frequently serviced over 20 new accounts.
- Practice ACE (Achieving Competency Excellence) highly.
Senior Customer Service Agent
Ethiopian Airlines
01.2014 - 12.2019
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Mentored junior agents to develop their skills and elevate the team''s overall performance.
- Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promptly responded to inquiries and requests from prospective customers.
- Managed approximately more than 30 incoming calls, and more than 100 emails per day from internal and external customers.
Education
Bachelor of Arts - Business Management
Alpha University College
Ethiopia09.2009
Skills
- CRM management
- Creative direction
- Marketing analytics
- Partnership development
- Customer segmentation
Languages
English
Full Professional
amharic
Native or Bilingual
Timeline
Senior Marketing Officer II
Ethiopian Airlines
06.2020 - 08.2024
Senior Customer Service Agent
Ethiopian Airlines
01.2014 - 12.2019
Bachelor of Arts - Business Management
Alpha University College
Similar Profiles
Dawit AdemasDawit Ademas
Aircraft Maintenance Technician at Ethiopian AirlinesAircraft Maintenance Technician at Ethiopian Airlines
Alazar GebruAlazar Gebru
Student Trainee – Cargo Handling at Ethiopian AirlinesStudent Trainee – Cargo Handling at Ethiopian Airlines
Feven HailuFeven Hailu
Cabin Crew at Ethiopian AirlinesCabin Crew at Ethiopian Airlines