Chief Customer Services Officer
Since June 2013
Formulating and implementing customer services delivery code of conduct, strategies and objectives. 2. Ensure that customer services officers are following the code of business conduct and ethics and other related policies, maintaining ethical behavior at all times. 3. Ensure that customer requests by telephone or mail are received, analyzed, forwarded to the respective organ. 4. Design and installing customers relationship management system for all business lines of the company 5. Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting survey, forming focus groups, benchmarking best practice, analyzing information and applications. 6. Improves customer service quality results by studying, evaluating and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, implementing changes. 7. Preparing customer services training manuals and properly trains all front line staff of the company. 8. Design a system and strategy which can handle customer calls and complaints on time. 9. Maximizing customer operational performance by providing help desk resources and technical advice, resolving problems, disseminating advisors, and diagnosing network problems. 10. Interact with all functional work units of the company towards the achievement of common company objectives and goals. 11. Conduct customer services satisfaction survey, identify the gap and design new strategy that can reduce the gap. 12. Create a consistent and standardized customer service delivery culture in the company. 13. Recruit, manage, train and motivate direct reporting staff according to company procedures, policy and employment law of the country. 14. Coach, mentor and train managers and employee who are working in the work unit. 15. Prepares and submit periodical reports of the work unit to the CEO of the Company. 16. Perform other duties as assigned by CEO of the Company.
Chief customer service officer
Since April 2013
Customer Service Manager
January 2007 --- August 2013
• Handling complex customer requirements, continuously improving service performance and exploring productivity gains through the impact of technology. • lead the customer service in providing customers with exceptional service thus maintaining industry-leading standards of service quality and efficiency • Responsible for the overall direction of the customer support function • Provide direction for initiatives targeted towards: improving customer service satisfaction • Function as the key contact point for customer escalated issues • Manages a large number of service, production, or support employees via subordinate supervisors • Establish and implement business strategies that have a significant impact on organizational objectives and business results • Ensures performance planning, coaching, and evaluation occurs per policy
Field Sales Executive
January 2004 --- January 2005
Main duties and responsibilities: • In coordination with Commercial Manager plan sales activities to ensure maximum utilization of available time and resources so as to achieve or exceed sales and revenue target. • plan, promote and develop business within the country • communicate effectively and with sympathy so as to establishing a good rapport with clients • maximizing the existing client base and develop new business in all client and product segments within Ethiopia • ensuring all agreed service standards for clients are communicated and adhered to by the relevant departments
Lead Customer Service
January 2002 --- January 2003
Main duties and responsibilities • Ensuring that all Addis Ababa agents have up to date knowledge of operations and customer service • Liaising with ground operation department so as to make sure all Addis Ababa agent offices are receiving the required trucking and collection • Ensuring that all Addis Agent shipments are processed by Agent offices in such a way that correct DHL codes, airway bill and flyer information is up to network standards • Coordinate with Agent offices to reduce the number of problem pieces caused by bad or insufficient addresses so that delivery can be done as soon as possible.
Customer Service Agent
January 1999 --- January 2001
Main duties and responsibilities • Answering customer quires and process shipments in a courteous and efficient manner • Handle incoming calls within the set DHL standards to ensure a positive image of DHL is portrayed at all times • Operate telephone, fax, computers and other office equipment with accuracy • Providing customer assistance with tracking, delivery details and problem pieces as required • Ensuring the correct client information is logged onto the pick up cards, to enable the couriers have accurate information for prompt pick ups. • Securing top level security handling of materials premises and equipment • Undertake any other duties as determined by Managing manager, Commercial Manger and Customer Service Supervisor.
MBA in Masters of Business Administration from Sikkim Manipal University in 2010
Degree in Management Information System from Unity University in 2007
Diploma in Secretarial Science and Office Management from Addis Ababa Commercial College in 1999