Bethel Bahta
Customer Support & Social Media Manager
Addis Ababa,AA
Summary
Experienced customer success manager bringing four years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
1
1
year of post-secondary education
6
6
years of professional experience
Work History
Customer Success & Social Media Content Manager
InterAfrica Logistics
Addis Ababa, Addis Ababa
01.2017 - Current
- Facilitated penetration of key accounts via strategic planning initiatives.
- Developed documentation and logs of implemented solutions and generated and submitted monthly reports.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Recommended changes, improvements or enhancements in operations team based on customer feedback.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Analyzed marketing data, including market trends, competitor performance and product strengths.
- Attended trade shows and seminars to promote services and network with industry contacts.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Increased customer engagement through social media.
- Used social media to track consumer engagement and draw conclusions about user data.
- Curated and segmented editorial content to increase engagement and channel growth.
- Set clearly defined goals to drive major business initiatives, including increased customer retention, sales, online presence, brand awareness and website or social media traffic.
- Created customer support strategy for team of 2 to increase 4 customer retention by 30%.
Customer Support Representative
InterAfrica Logistics plc
Addis Ababa, Addis Ababa
08.2015 - 01.2017
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Education
Bachelor of Arts - Business Studies
LSC
London 11.2012 - 06.2013
Skills
Customer service optimization
Customer focused-service
Customer relations best practices
Customer Relationship Management
Adherence to high customer service standards
Social media content campaigns
Social media technologies
International Sales Support
Report Preparation
Timeline
Customer Success & Social Media Content Manager
InterAfrica Logistics
01.2017 - Current
Customer Support Representative
InterAfrica Logistics plc
08.2015 - 01.2017
Bachelor of Arts - Business Studies
LSC
11.2012 - 06.2013