Dawit MEKONNEN
ADELPHI,MD
Summary
Highly skilled and dynamic Air Cargo and Logistics specialist with 9+ years of experience on Air Cargo Operations in Global Cargo Airliner on various levels
Enthusiastic and will to learn on demanding new environments. Easy to work with, Team player & a go getter.
Overview
12
12
years of professional experience
Work History
Customer Experience Specialist
Hunter Lab Associates Labaratory
Reston, VA
04.2023 - Current
- Date Management/ Sales/Senior Customer Experience Specialist
- Create accounts, create domestic and international orders, create and confirm quotes & contracts, manage payments, confirm shipping, and create order verification reports; Address returned material authorizations (RMA’s) and create warranty contracts as necessary.
- Resolve product or part fulfillment problems by clarifying the customer's complaint; determining the root cause of the problem and escalating to the proper resource to ensure a quick resolution.
- Perform outbound Customer Experience service calls/emails to advise customers of any on-going issues and ensure the customer is aware of any escalations and receives timely
- communications. Escalate long-standing or critical issues to Customer Experience Specialist III or Customer Experience Team Mger .
- Complete, accurate documentation utilizing the established company digital tools and software (CRM) required for each Customer Experience call or email.Tag or mark instrument parts or forms.
- Identify products or company services (i.e., contracts) that satisfy additional, complementary customers’ needs that are unfulfilled by their original purchase; expose the customer to other options that were perhaps not considered through upselling and cross-selling techniques.
- Collaborate with sales, shipping, technical service, and distributors to ensure a seamless customer service experience; Escalate critical issues to Customer Experience Team Mger
- Manage Online Shopify Orders Page and overlook processing.
Team Leader Cargo Sales
Ethiopian Airlines
Mount Vernon , VA
05.2022 - 04.2023
- Worked collaboratively with other team members and supervisor to ensure that best practices are shared.
- Procure data through observation, interviews and analysis of records and other sources to include the utilization of electronic equipment.
- Maintain databases by entering new and updated records and related information.
- Maintain data entry requirements by following data program techniques and procedures
- Maintains database by entering new and updated customer and account information.
- Prepares source data for computer entry by compiling and sorting information and establish entry priorities.
- Prepare source data for computer entry by compiling and sorting information; establishing entry priorities.
- Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures.
- Verifies entered customer and account data, purge files to eliminate duplication of data and maintains up-to-date records.
- Tests customer and account system changes and upgrades by inputting new data; reviewing output.
- Maintains operations by following policies and procedures reporting needed changes.
- Maintains customer confidence and protects operations by keeping information confidential.
- Compile, sort and verify the accuracy of data before it is entered.
- Analyzed data sets and helped make decisions based on findings.
- Researched and resolved data discrepancies with troubleshooting teams.
- Worked to honor the company mission and adhere to all standards.
- Coordinated with external companies to monitor and support data integration to the company's Online Provider Directory Enterprise System.
- Liaising with local ground handling agents(GHA) and with head of cargo department to ensure/enhance a high quality service provided by ET Cargo both export & import services
- Revitalized internal business process and documents and forms with team members and inter office counselors.
- Preferred corporate customer account liaison on behalf of the airline for several Embassies, international organizations in the cargo service handling.
- Proofread foreclosure orders entered for numerous clients in multiple states.
- Contacted foreclosure referees to schedule, reschedule and cancel foreclosure sales.
- Created and presented portfolios of growth, pointing out key trends.
Senior Sales Officer Various Positions
Ethiopian Airlines
Addis Ababa, Ethiopia
04.2012 - 04.2022
- Responsible to develop fiscal business and operational budget plan during my tenure.
- Organized a sales team for effective use of sales tool system.
- Have achieved to revitalized cargo customer data records for the Airline with sales team force with coordination of the responsible IT.
- Achieved substantial Load factor during COVID era by remodeling Cargo business strategy condescending to the business environment.
- Responsible to set individual sales target to the sale force and teams with in the department and General sales Agents.
- Responsible for supply chain solutions project designs and implementation as Project leader in the Airliner.
- Run a follow up and counter check duties of subordinates
- Prepared yearly business plan for the Area sales office and sales outlets.
- Worked coherently with Price management Team in creating market oriented price on seasoned and peak traffic top upscale revenue management.
- Run a Air-Sea transportation project along with several team members for the Airline as project coordinator.
- Worked to help maintain organizational procedures for the membership and fundraising database.
- Managed and coded hundreds of incoming electronic documents.
- Data entry, verification, and research of client account for payments to proper cases.
- Merged data with existing data sets, careful to keep old data sets and documentation.
- Organized and analyzed data and marketing results.
- Organized and supervise all activities related to cargo export, transit cargo and Aircraft loading and other related activities,
- Handled all correspondences with customers, government authorities, and other stakeholder partners concerning cargo related inquires and claims,
- Proactively participated in meetings and mentored on new practices.
- Designed several working methods and process to enhance customer experiences,
- Performed Periodic inventory of warehouse shipments and responsible to update inventory control systems.
- Handled customers on different customer counters for various Air cargo services and products.
- Provided delivery service to local and international partners as required.
- Responsible to open work orders and manage orders and close activities on Aircraft handling operations.
- Worked several business software for the airline delivery, Aircraft handling and data management for daily activities.
- Collaborated with staff to review weekly data files for outgoing communications.
- Adjusted and processed donations, records and files as needed.
Education
Bachelor of Science - Business Information System And Computer Science
Hilcoe Scool of Computer Science
Ethiopia01.2021
Bachelor of Science - Management Information Systems
Adama Science And Technology Univeristy
Ethiopia07.2010
Skills
- Client Advocacy
- Direct Sales
- Customer Service
- Service Upselling
- Transportation Industry Regulations Knowledge (IATA)
- Business Development Understanding
- Salesforce CRM
- Data Management
- Customer Account Management
- Database Management
- Order and Refund Processing
- Price Quoting
- Cargo Booking
- Relationship Management
- Order Processing
- Warehousing Processes
- Shipment Tracking
- Product Sales
- Client Account Management
Languages
English
Full Professional
Amharic
Native/ Bilingual
Affiliations
I am Travel Enthusiast. I have had an opportunity to travel around few places in USA, Europe, Far east and Africa. Travel can challenge preconceived notions and stereotypes. Meeting people from different cultures and backgrounds can shatter misconceptions and foster a more inclusive worldview.
Timeline
Customer Experience Specialist
Hunter Lab Associates Labaratory
04.2023 - Current
Team Leader Cargo Sales
Ethiopian Airlines
05.2022 - 04.2023
Senior Sales Officer Various Positions
Ethiopian Airlines
04.2012 - 04.2022
Bachelor of Science - Business Information System And Computer Science
Hilcoe Scool of Computer Science
Bachelor of Science - Management Information Systems
Adama Science And Technology Univeristy