Abebe Jannah
Montclair,NJ
Summary
Diligent Customer Specialist with over ten years of experience in client relations and support service. Collaborative team lead with exceptional attention to detail and strong communication, time management and organizational abilities. Solid team player with good communication, multitasking and problem-solving abilities.
Overview
15
15
years of professional experience
Work History
Customer Service /Call Center Team Lead
Enlightened
Jerry City, NJ
07.2023 - Current
- Oversee 12 customer service representative ensuring that employees adhere to policies and procedures of the call center.
- Maintain multiple CRM databases to track customer interactions and transactions.
- Generated financial and inventory reports for management to support business needs and decisions.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Provided timely and accurate responses to customer inquiries regarding products, claim resolutions and refunds
Roaster/Machine Operator
Massimo Zanetti Beverage USA
Moonachie
09.2016 - Current
- Created detailed reports outlining data from the roasting process such as time and temperature curves.
- Monitored the roasting process and made adjustments as needed to ensure quality control standards were met.
- Performed regular maintenance on roasters to ensure optimal performance.
- Adjusted roast profiles to achieve desired flavor profile for each coffee batch.
- Assisted in training new employees on proper use of roasters and safety protocols.
- Ensured compliance with food safety regulations by following established procedures for handling ingredients.
Medicare Advocate
United Healthcare
Orlando, FL
09.2015 - 03.2016
- Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations
- Responsible for primary care, case management, and medication management
- Assist members with finding and maintaining appointments with Primary care physicians and Specialist
- Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care
- Referred to and consulted with physicians and other healthcare providers
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed
- Verified patients' eligibility and claims status with insurance agencies.
Customer service/Special Project Lead
Xerox/NJ Ez Pass
Newark, NJ
07.2009 - 04.2014
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Accurately documented, researched and resolved customer service issues
- Addressed and resolved customer product complaints empathetically and professionally
- Answered an average of 130 calls per day by addressing customer inquiries, solving problems and providing new product information.
Education
High School Diploma -
Montclair High School
01.1996
Skills
- Leadership
- Customer Complaint Resolution
- Customer service excellence
- Customer service award
- Skilled in call center operations
- Meticulous attention to detail
- Critical thinking
- Data entry
- Strong problem solving aptitude
- Organizational skills
- Microsoft Excel and Word
- CRM Software
Timeline
Customer Service /Call Center Team Lead
Enlightened
07.2023 - Current
Roaster/Machine Operator
Massimo Zanetti Beverage USA
09.2016 - Current
Medicare Advocate
United Healthcare
09.2015 - 03.2016
Customer service/Special Project Lead
Xerox/NJ Ez Pass
07.2009 - 04.2014
High School Diploma -
Montclair High School
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