Dejene Kumela
Wellington,WLG
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
2
2
years of professional experience
Work History
Customer Relations Agent
Ezi Car Rental
Wellington, Wellington
10.2023 - Current
- Provided excellent customer service by responding to inquiries promptly and accurately.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Analyzed data trends to identify opportunities for improvement.
- Identified customer needs and provided appropriate solutions.
- Provided customer service and support to customers via phone, email, and chat.
- Prevented key account losses by researching discrepancies and correcting problems.
- Conducted research on industry best practices related to customer relations.
- Updated databases with new and modified customer data.
- Managed customer accounts by updating contact information and preferences.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Participated in regular team meetings to discuss progress and challenges.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated system with order specifics and customer details, preferences, and billing information.
- Provided training sessions for colleagues on effective communication skills.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Strengthened customer retention by offering discount options.
Customer Support Officer
Ministry of Health
Wellington, Wellington CBD
08.2022 - 12.2022
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Documented all customer interactions accurately in the database system.
- Provided comprehensive support to customers via phone, email, and live chat, resolving queries efficiently.
- Developed relationships with customers through positive interaction.
Education
Bachelor of Commerce - Finance And Information Technoloy
Victoria University of Wellington
Wellington, NZ03-2022
Skills
- Direct sales
- Account updating
- Teamwork skills
- Data entry
- Problem resolution
- Problem-solving
- Organizational skills
- Complaint handling
- Language proficiency
- Multitasking
- Billing adjustments and refunds
- Time management abilities
- Customer service
- Sales techniques
- De-escalation techniques
- Trained in Salesforce
- Problem-solving skills
- Effective communication
- Goal setting
Timeline
Customer Relations Agent
Ezi Car Rental
10.2023 - Current
Customer Support Officer
Ministry of Health
08.2022 - 12.2022
Bachelor of Commerce - Finance And Information Technoloy
Victoria University of Wellington
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