Betelehem Yirdaw

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Helped to increase customer return rates by providing excellent customer service at all times
• Brought forth excellent service skills and a commitment to customer satisfaction
• Answered a constant flow of customer calls with minimal wait times
• Assisted customers with setting appointments, arranging pick-up
• Investigated and resolved customer inquiries and complaints quickly
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly

· Respond to employee queries via phone, email, ticketing systems, or chat.

· Address questions related to policies, procedures, benefits, payroll, leave, onboarding, etc.

· Escalate complex issues to the appropriate HR personnel or department.

· Log, manage, and resolve HR service requests in the HR ticketing system (e.g., ServiceNow, Zendesk, Workday).

· Track issue resolution and ensure SLAs (Service Level Agreements) are met.

· Maintain and update HR knowledge base articles and FAQs.

· Document recurring issues and recommend improvements to HR processes.

· Support HR operational tasks like onboarding paperwork, benefits enrollment, and verification of employment.

· Assist with updates to employee records or data in HR systems (HRIS).

· Ensure employee data privacy and handle sensitive information with confidentiality.

· Follow internal compliance protocols and external labor law requirements.

· Generate reports on service desk activity, issue trends, and resolution times.

· Provide feedback to HR teams on recurring employee concerns or process gaps.

• Worked as a Tier 2 support in troubleshooting with responsibilities for solving complex cases
• Served as a friendly, hardworking, and punctual employee
• Consistently worked with client satisfaction in mind
• Functioned collaboratively with various partners
• Utilized strong decision-making and problem-solving skills
• Aimed to support a positive and productive work culture
• Maintained timely communications with clients and business partners
• Worked well independently and on a team to solve problems
• Surpassed performance goals by approaching interactions with resourcefulness organization and customer-centric solutions
• Chosen to support different projects
• Performed as a trainer for new joiners
• Collected customer feedback and made process changes to exceed customer satisfaction goals