Dawit Meshesha
Smyrna,TN
Summary
Dynamic Customer Service Representative with a proven track record at United Ground Express, excelling in conflict resolution and customer satisfaction. Leveraged strong problem-solving skills to enhance service delivery, resulting in increased customer loyalty. Proficient in Microsoft Excel, I effectively managed customer interactions and streamlined processes to improve operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
United Ground Express
Nashville, TN
12.2024 - Current
- Provided prompt and courteous assistance to customers inquiring about flight schedules and baggage policies.
- Resolved customer complaints efficiently, ensuring satisfaction through effective problem-solving techniques.
- Assisted passengers with check-in procedures, enhancing overall travel experience and operational efficiency.
- Collaborated with team members to improve service delivery and streamline communication processes within the department.
- Maintained accurate records of customer interactions, contributing to data integrity and service consistency.
- Coordinated with ground staff to facilitate timely boarding procedures, minimizing delays and enhancing customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Rebooking the flight
- Arrange hotel and transportation for passengers who are entitled to the service
- Check in for the flight
Accounts Receivable Specialist
Ethiopian Airlines
Addis Ababa, Ethiopia
08.2016 - 01.2024
- Processed customer invoices and payments accurately to maintain cash flow.
- Resolved billing discrepancies by coordinating with customers and internal departments.
- Utilized accounting software to track accounts receivable and generate reports.
- Monitored outstanding accounts and followed up on overdue payments promptly.
- Assisted in reconciliation of accounts to ensure financial accuracy.
- Collaborated with team members to streamline invoicing procedures for improved efficiency.
- Provided training and support to new staff on accounts receivable processes and systems.
- Implemented best practices for credit management, enhancing overall collections strategy.
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
- Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
- Ensured the accuracy of customer records in internal systems by updating contact information, payment terms, and other relevant data as needed.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Monitored accounts to verify compliance with payment terms and schedules.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Increased efficiency of the collections process by implementing new strategies and procedures for tracking delinquent accounts.
- Contributed to a positive work environment by working closely with colleagues across departments to ensure efficient information exchange and collaboration on financial matters.
- Enhanced cash flow by ensuring timely invoicing, payment application, and account reconciliation.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Improved customer satisfaction by providing prompt, courteous service when addressing billing concerns or inquiries.
- Collaborated with sales teams to address billing discrepancies and resolve client disputes promptly.
- Strengthened relationships with clients by maintaining open communication channels regarding invoicing and payment schedules.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Ensured compliance with industry regulations and company guidelines through regular audits of financial documents and record-keeping practices.
- Aided in the reduction of bad debt write-offs through diligent monitoring of aging reports and proactive collections efforts.
- Trained new team members on company policies, software systems, and effective accounts receivable practices for seamless integration into the role.
- Exceeded departmental goals for cash collection through persistence, professionalism, and excellent interpersonal skills when dealing with clients or customers alike.
- Optimized revenue recovery efforts by utilizing negotiation skills in resolving complex issues related to past due invoices or disputed charges.
- Provided valuable insights into potential areas of improvement within the accounts receivable department based on thorough analysis of trends data from historical transactions.
- Maintained accurate financial records with meticulous attention to detail in data entry and account management.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Contributed to policy revision sessions, suggesting practical adjustments to accounts receivable workflow for efficiency.
- Optimized payment processing, adopting new technology solutions that expedited fund clearance.
- Minimized bad debt write-offs, closely monitoring account statuses and initiating preemptive collection efforts.
- Assisted in development of credit evaluation criteria to mitigate risk while supporting sales growth objectives.
- Reduced errors in billing, implementing rigorous quality control measures on invoice generation.
- Supported cash flow projections, analyzing accounts receivable trends and reporting findings to management.
- Strengthened relationships with key clients by providing personalized account management services.
- Reduced manual data entry errors, implementing automated data capture and reconciliation tools.
- Cultivated culture of continuous improvement, encouraging feedback on accounts receivable policies and procedures.
- Achieved significant improvements in customer dispute resolution timeframes by developing streamlined process.
- Streamlined invoice processing to reduce payment turnaround time, implementing efficient tracking systems.
- Ensured timely collection of payments by following up on outstanding invoices and negotiating with delinquent accounts.
- Facilitated smoother audit processes by maintaining comprehensive documentation of all accounts receivable activities.
- Supported revenue growth initiatives by providing detailed accounts receivable insights during strategic planning meetings.
- Collaborated with sales team to align billing practices with customer contracts, ensuring compliance and satisfaction.
- Enhanced accuracy in financial reporting by meticulously auditing accounts receivable ledgers and records.
- Improved client satisfaction with clear, timely communication regarding billing issues and inquiries.
- Enhanced team knowledge on best practices in accounts receivable management through regular training sessions.
- Accelerated financial close processes by ensuring accurate and timely accounts receivable entries.
- Boosted team morale and productivity by leading collaborative projects to improve accounts receivable processes.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Handled day-to-day accounting processes to drive financial accuracy.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Input financial data and produced reports using Software.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Developed monthly, quarterly and annual profit and loss statements and balance sheets.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Matched purchase orders with invoices and recorded necessary information.
- Maintained excellent financial standings by working closely with bookkeeper to process business transactions.
- Inspected account books and recorded transactions.
- Entered figures using 10-key calculator to compute data quickly.
- Implemented new accounting processes to decrease spending and work flow downtime.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
Education
Bachelor of Arts - Business Administration
Ashland University
Ashland, Ohio, OH09.2021
Bachelor of Arts - Accounting And Finance
Hope University College
Addis Ababa, Ethiopia07.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Technical support
- Live chat support
- Filing
- Product sales
- Product and service solutions
- Coordination
- Sales expertise
- Account updating
- Research
- Account management
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Document control
- Brand representation
- Shipping and logistics
- Sales closing
- POS systems expert
- Information security
- Business development
- Delivery scheduling
- Credit adjustments
- ERP system
Timeline
Customer Service Representative
United Ground Express
12.2024 - Current
Accounts Receivable Specialist
Ethiopian Airlines
08.2016 - 01.2024
Bachelor of Arts - Business Administration
Ashland University
Bachelor of Arts - Accounting And Finance
Hope University College