Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Software
Timeline
BusinessDevelopmentManager

Dawit Hailemichael

SeaTac,WA

Summary

Accomplished Customer Service Agent at Emirates Airlines, adept in Microsoft Office Suite and excelling in call control, significantly enhanced customer satisfaction. Skilled in both account management and resolving customer complaints efficiently, demonstrating exceptional organizational skills and a commitment to excellence. Proven track record in training peers, showcasing leadership and teamwork abilities.

Overview

1
1
year of professional experience
1
1
Certification

Work History

Customer Service Agent

Emirates Airlines
12.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer account discrepancies and concerns.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Responded to customer requests for products, services, and company information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Passenger Service Assistant

G2 Secured Staff
08.2023 - Current
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Oversaw ticketing, gate and ramp services.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Announced flight status updates and information about gate changes over PA system.
  • Prepared detailed passenger manifests and other reports to meet organizational needs.
  • Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
  • Developed and implemented strategies to minimize customer wait times.
  • Escorted handicapped passengers from terminal to aircraft.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Checked on passengers regularly, verified compliance with safety requirements and identified assistance needs.
  • Secured passengers for transportation by buckling seatbelts or fastening wheelchairs with tie-down straps.
  • Responded to transportation questions and requests for information from children and parents.
  • Partnered with transportation operators to keep bus routes moving on time.

Education

Master Of Arts - Management

University Collage of Enterprise in Management
Lublin,poland
07.2024

Bachelor Of Science - Civil Engineering

Debre Berehan University
North Shewa
07.2019

Skills

  • New teller training
  • Call Control
  • Case Management
  • Issue documentation
  • Inbound Customer Service
  • Microsoft Office Suite proficiency
  • Payment Processing
  • Account Management
  • Customer Complaint Resolution
  • File Management

Accomplishments

  • managed without any complaints.
  • mention and improved customer response time.
  • increased customer satisfaction, retention, or loyalties.

Certification

  • Bachelor and Master degree certificate.
  • Auto-cad
  • Microsoft word ,Microsoft Excell, Microsoft power point.
  • ESS safety training.

Languages

English
Native or Bilingual
Amharic
Native or Bilingual
Arabic
Limited Working

Software

Microsoft wordMicrosoftexcel,Microsoftpowerpoint,Microsoft outlook

Timeline

Customer Service Agent

Emirates Airlines
12.2023 - Current

Passenger Service Assistant

G2 Secured Staff
08.2023 - Current
  • Bachelor and Master degree certificate.
  • Auto-cad
  • Microsoft word ,Microsoft Excell, Microsoft power point.
  • ESS safety training.

Master Of Arts - Management

University Collage of Enterprise in Management

Bachelor Of Science - Civil Engineering

Debre Berehan University
Dawit Hailemichael