Betelhem Kassa
Addis Ababa,Ethiopia
Summary
Professional with extensive experience in issue resolution and report generation, specializing in customer experience leadership. Skilled in Microsoft Office and CRM tools, with strong multiline phone communication capabilities. Possesses foundational knowledge in cybersecurity and effective problem-solving strategies. Proven ability to manage complex customer interactions and provide support through social media channels.
Overview
2
2
years of professional experience
1
1
Certification
Work history
Retail Experience Representative
Safaricom Ethiopia Trading PLC
Addis Ababa, Ethiopia
01.2025 - Current
- Fostered a positive work environment, boosted staff morale.
- Maintained high standards of service for positive customer experiences.
- Expanded client base through successful networking efforts.
- Provided excellent customer service, received commendations from clients frequently.
- Consistently met or exceeded daily and monthly performance targets, including timely response to customer inquiries, maintaining high call quality standards, and achieving strong customer satisfaction through effective and professional communication.
- Provided customer assistance through multiple channels, including phone calls, WhatsApp, and other virtual platforms, ensuring accessible and seamless support.
Trade Experience Executive
Safaricom Ethiopia Telecommunication PLC
Addis Ababa, Ethiopia
01.2024 - 01.2025
- Delivered timely solutions to customer inquiries, consistently exceeding service standards.
- Enhanced first-time resolution rates through effective access to all systems.
- Collaborated with cross-functional teams to assess customer needs and formulate action plans.
- Ensured exceptional customer service, significantly improving satisfaction levels.
- Met or exceeded daily and monthly performance targets including response time, call quality, and customer satisfaction.
Customer Experience Executive
Safaricom Ethiopia Telecommunication PLC
Addis Ababa, Ethiopia
01.2023 - 01.2024
- Facilitated conflict resolution for escalated issues with timely follow-ups on complaints.
- Ensured product comprehension while addressing customer inquiries to improve satisfaction.
- Assisted average of customers daily, maintaining positive attitude towards service.
Education
Bachelor of Science - CIVIL ENGINERRING
Bulehora University
Ethiopia /2017 - /2021
Skills
- Proficiency in Microsoft Office and CRM tools
- Team collaboration and communication
- Foundational cybersecurity knowledge
- Engagement through social media support
- Managing challenging customer interactions
- Effective communication skills
- Customer experience leadership
Certification
- Cyber Security Foundation
- Problem Solving Technique
- Serving Customer with Social media
- Customer Service: Handling Abusive Customers
- Communicating with Confidence
- Trade Experience Executive
Languages
English
Fluent
Amharic
Fluent
Timeline
Retail Experience Representative
Safaricom Ethiopia Trading PLC
01.2025 - Current
Trade Experience Executive
Safaricom Ethiopia Telecommunication PLC
01.2024 - 01.2025
Customer Experience Executive
Safaricom Ethiopia Telecommunication PLC
01.2023 - 01.2024
Bachelor of Science - CIVIL ENGINERRING
Bulehora University
/2017 - /2021
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