Sopra Amplitude for CBS
Dereje Siyoum
Senior Customer Service Officer/Acting Manager.
Addis Ababa
Summary
I am a Dynamic, highly motivated professional with over 8 years of experience in Face to face and Online Teaching. Financialmanagement, Customer Service, Auditing, and Banking Operations at GohBetoch Bank S.C. and Lion International Bank S.C. Proven expertise in an online Tutoring such as e-tutorscity.com and in person as well specially in the area of finance and Economics.
Overview
3
3
Languages
9
9
Certifications
9
9
years of professional experience
Work History
Senior Customer Service Officer / Acting Manager
Goh Betoch Bank S.C
11.2022 - Current
- Mentored junior staff in best practices, fostering a collaborative environment and improving overall team performance.
- Utilized customer relationship management tools to track interactions, ensuring prompt follow-ups and issue resolution.
- Develop training materials for customer service protocols, enhancing staff understanding and operational consistency.
- Analyzed feedback data to identify service trends, contributing to strategy refinement and improved customer experience.
- Train, oversaw, and mentored new team members to strengthen performance and job expertise.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Coordinated the implementation of company-wide policies affecting the Customer Service department.
Auditor
Lion International Bank S.C., Addis Ababa
11.2021 - 11.2022
- Conduct financial audits and ensure compliance with regulations.
- Recommend improvements for risk management and financial performance.
- Evaluated financial statements and internal controls, providing actionable recommendations to mitigate risks and improve financial performance.
- Participated in internal training sessions to stay updated on regulatory changes and industry standards, ensuring continuous professional growth.
Senior Customer Service Representative
Lion International Bank S.C.
06.2020 - 10.2021
- Mentor and train junior staff on best practices in customer interaction, improving team performance and service delivery quality.
- Verified compliance of financial policies and accounting procedures against federal regulations.
- Resolved complex customer and accounting issues.
- Ensured compliance with financial policies
Customer Service Officer
Lion International Bank S.C
11.2017 - 05.2020
- Respond to customer inquiries, enhancing satisfaction through effective communication and problem-solving.
- Assist call-in customers with questions and orders.
- Respond to customer requests for products, services, and company information.
- Manage customer accounts and service delivery.
- Contribute to the achievement of departmental targets by meeting key performance indicators consistently.
- Educate customers on billing, payment processing, and support policies, enhancing overall understanding and experience.
- Follow up with customers on resolved issues, reinforcing commitment to high standards of customer service.
Education
Master of Science - Financial Economics
Kotebe University of Education
Addis Ababa, Ethiopia 04.2001 -
Bachelor of Arts - Economics
Ambo University
Ambo,Ethiopia. 04.2001 -
Bachelor of Science - Chemistry Minor Mathematics
Mekele University
Mek'ele, Ethiopia 04.2001 -
Skills
Customer Insights
Planning skills
Communication skills
Teaching
Quality Assurance
Customer service
Financial Analysis
Economic Analysis (Macro & Micro)
Microsoft Office
Independent work
Ability to work independently with minimum supervision
Software
Temenos
Canva
OBS Studio
Zoom and Teams
Certification
Certificate on 'Financial Consumer Protection and Financial Literacy', by Ethiopian Institute of fin
Interests
Read Macroeconomic and Micro economic publications
Read annual reports of various financial Institutions
Prepare and design power point presentation for my Trainers and Students
Timeline
Certificate on 'Financial Consumer Protection and Financial Literacy', by Ethiopian Institute of fin
10-2025
Certificate on 'Effective communication ski ls' from Capital Financial Excellence center..
02-2024
Senior Customer Service Officer / Acting Manager
Goh Betoch Bank S.C
11.2022 - Current
Certificate of completion 'Branch operation Auditing' by Lion International Bank S.C
08-2022
Certificate on 'Risk Based Internal Audit' from Ethiopian Institute of financial Studies
01-2022
Certificate on 'Credit analysis and processing' from Lion International Bank S.C.
12-2021
Auditor
Lion International Bank S.C., Addis Ababa
11.2021 - 11.2022
Certificate on 'Risk Management' by Lion International Bank S.C.
03-2021
Senior Customer Service Representative
Lion International Bank S.C.
06.2020 - 10.2021
Certificate on 'Personal Seling' by Lion International Bank S.C.
06-2019
Certificate on 'Domestic banking with cash operation' by Lion International Bank S.C.
02-2018
Certificate on 'Customer service' by Lion International Bank S.C.
02-2018
Customer Service Officer
Lion International Bank S.C
11.2017 - 05.2020
Master of Science - Financial Economics
Kotebe University of Education
04.2001 -
Bachelor of Arts - Economics
Ambo University
04.2001 -
Bachelor of Science - Chemistry Minor Mathematics
Mekele University
04.2001 -