Hi, I’m
Roza Gebremaryam
Kelowna,BC
Summary
I have over three years experience working in customer service. Most recently, I obtained a Collegial Degree in Business Intelligence. As I move into the workplace, I am looking forward to applying the knowledge I have gained through my education. I have excellent technical abilities with software and applications, the ability to handle challenging work, and excellent time management skills. As an employee, I am responsible, motivated, and eager to learn.
Overview
3
years of professional experience
Work History
Gexel Telecom
Customer Service Representative
11.2019 - 07.2021
Job overview
- Customer service for Costco Travel and Zara
- Achieved high customer satisfaction through knowledge and friendliness in resolving problems
- A calm, friendly demeanor was maintained while deescalating problematic customer concerns
- Provided special offers to customers with information about the company's services
- Maintained awareness of current promotions, exchange guidelines, payment policies, and security standards
Teleperformance
Customer Service Representative
04.2019 - 11.2019
Job overview
- Customer service for Home Depot
- Educated customers about special pricing opportunities and the company's offerings to help them make informed decisions
- Ensured that quality control policies and procedures are adhered to in order to increase customer satisfaction
- Assisted customers in determining service needs and accurately entering information into their electronic systems by asking questions.
TTEC
Customer Service Representative
03.2018 - 01.2019
Job overview
- Customer service for Rogers Wireless
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices in order to stay up-to-date
- Ensured that quality control policies and procedures are adhered to in order to increase customer satisfaction
- Resolving billing and service issues with customers by consulting with them
- During telephone interactions with angry customers, used de-escalation techniques to calm them down
- Assisted in setting up and activating customer accounts
Education
Montreal College of Information TechnologyMontreal, QC
Attestation of Collegial Studies from Business Intelligence Analytics
03.2023
University Overview
- Specialized study program in Business Intelligence and Visualization Analyst
- Successfully complete all 26.33 credits necessary (12 months, 900 hours)
- Program specific components: Analyze the work functions; research and process information for managerial purposes; use structured programming language; develop conceptual models according to the structured approach; create and use databases.
- 84% average overall, with 90% on final project
Bule Hora UniversityBule Hora, Ethiopia
Bachelor of Arts from Construction Technology And Management
University Overview
- Completed first two years of program
- Forced to drop out for personal, not academic, reasons
Skills
- SQL
- SSAS
- SSIS
- SSRS
- POWER BI
- Data organization
- Database management
- Data mining
- Credit card payment processing
- Shipping and receiving
- File maintenance
- Multitasking
- Customer service
Timeline
Customer Service Representative
Gexel Telecom
11.2019 - 07.2021
Customer Service Representative
Teleperformance
04.2019 - 11.2019
Customer Service Representative
TTEC
03.2018 - 01.2019
Montreal College of Information Technology
Attestation of Collegial Studies from Business Intelligence Analytics
Bule Hora University
Bachelor of Arts from Construction Technology And Management
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