MESFIN KELELEW
Toronto,ON
Summary
Leader with 3 years of successful Operations Executive experience within Land Investment For Transformation Programe(LIFT). Employs organizational skills, interpersonal skills and computer data knowledge to effectively perform administrative and operational support duties with maximum impact. Consistently promotes company values and service standards for efficient office operations.
Overview
9
9
years of professional experience
Work History
Operations Officer
ABAY BANK S.C
02.2023 - 11.2023
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Implemented processes that simplified procedures and reduced average processing time.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Increased response to unit reports and challenged management to quickly respond to and act on reports.
- Verified compliance with best business practices throughout organization.
- Mentored junior team members, fostering professional development and enhancing overall team performance.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Improved customer satisfaction rates by addressing concerns promptly and efficiently resolving issues.
- Collaborated on operational support tasks to achieve common goal.
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Customer Service Officer
ABAY BANK S.C
05.2019 - 02.2023
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Technical Team Leader
Land Investment For Transformation Programe(LIFT)
09.2016 - 12.2018
- Coordinated release activities, managing deployment schedules while mitigating risks associated with change management procedures.
- Spearheaded technology evaluations, recommending optimal tools and frameworks to enhance team capabilities and product offerings.
- Established robust monitoring systems to proactively identify potential issues before they escalated into critical incidents.
- Managed resource allocation effectively, balancing workload distribution among team members to prevent burnout.
- Led successful system migrations with minimal downtime, coordinating efforts across multiple teams for seamless execution.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
GIS Technician
Land Investment For Transformation Programe(LIFT)
03.2015 - 09.2016
- Consistently met project deadlines through efficient time management and prioritization of tasks.
- Performed geospatial analyses using advanced techniques such as network analysis and proximity analysis, supporting informed decision-making for clients.
- Participated in field data collection efforts, utilizing GPS devices and mobile applications to ensure accurate location information was captured.
- Collaborated with cross-functional teams to gather requirements for GIS projects, ensuring accurate deliverables were produced.
- Worked within [Software] to evaluate quality of data and document deviations.
- Presented GIS software systems and data collection methods via training courses.
- Worked with clients to meet specific technical specifications and solve operational concerns.
- Collected, compiled or integrated Geographic Information Systems (GIS) data, remote sensing or cartographic data for inclusion in map manuscripts.
Education
No Degree - INFORMATION TECHNOLOGY ASSISTANCE
KOREM SKILL DEVELOPMENT CENTER
KOREM,TIGRAY09.2010
Skills
- Operational Efficiency
- Employee performance
- Resource Management
- Organizational Efficiency
- Team Leadership
- Teamwork and Collaboration
Languages
English
Professional Working
Additional Information
mmfs
Timeline
Operations Officer
ABAY BANK S.C
02.2023 - 11.2023
Customer Service Officer
ABAY BANK S.C
05.2019 - 02.2023
Technical Team Leader
Land Investment For Transformation Programe(LIFT)
09.2016 - 12.2018
GIS Technician
Land Investment For Transformation Programe(LIFT)
03.2015 - 09.2016
No Degree - INFORMATION TECHNOLOGY ASSISTANCE
KOREM SKILL DEVELOPMENT CENTER