Dawit Hailemichael
SeaTac,WA
Summary
Customer Service Agent at Emirates Airlines with a strong command of Microsoft Office Suite and call control techniques, contributing to increased customer satisfaction. Demonstrated proficiency in account management and effective complaint resolution, underscoring organizational excellence. Track record of training colleagues, emphasizing leadership and teamwork strengths.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Horizon Air Industries ,Alaska Airlines
03.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed orders efficiently, ensuring accuracy in documentation and fulfillment.
- Trained new team members on customer service protocols and company policies.
- Collaborated with cross-functional teams to enhance overall customer satisfaction.
- Utilized CRM software to track interactions and improve service delivery processes.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
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.
Customer Service Lead
Emirates Airlines ,Swissport
12.2023 - 11.2025
- 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.
- Trained and mentored staff on effective communication and problem-solving techniques.
- Supervised daily customer service operations to ensure high-quality support and satisfaction.
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.
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
, 5, ExpertEducation
- Master of art in management
Timeline
Customer Service Representative
Horizon Air Industries ,Alaska Airlines
03.2025 - Current
Customer Service Lead
Emirates Airlines ,Swissport
12.2023 - 11.2025
Passenger Service Assistant
G2 Secured Staff
08.2023 - Current