GENET BERHE
Newark,DE
Summary
Results-driven professional with extensive experience in customer service, administrative operations, HR coordination, and banking support. Proven ability to build strong client relationships, streamline processes, and deliver high-quality service in fast-paced environments. Recognized for sales performance, leadership potential, and operational excellence. Skilled in data analysis, CRM systems, and cross-functional collaboration.
Overview
21
21
years of professional experience
Work History
Contact Center Customer Service Agent
WSFS Bank
11.2022 - Current
- Consistently exceeded sales and referral targets; recognized as Top Sales Performer (2024 & 2025).
- Promoted annually based on performance, leadership, and results.
- Identify customer financial needs and recommend tailored banking solutions.
- Manage customer interactions using Salesforce CRM, ensuring accurate documentation and pipeline tracking.
- Build long-term client relationships through proactive engagement and follow-up.
- Maintain strict compliance with banking regulations and data confidentiality.
- Collaborate with internal teams to improve customer retention and product adoption.
- Resolve complex customer issues efficiently, improving satisfaction and loyalty.
Guest Service Representative
Baymont Inn & Suites
06.2018 - Current
- Handled guest accommodations, reservations, and service requests.
- Monitored and improved guest satisfaction survey results.
- Assisted Front Office Manager with training and onboarding new staff.
- Promoted hotel services during local events, increasing occupancy and visibility.
- Managed high-pressure situations while maintaining professionalism and service quality.
Guest Service Representative
Embassy Suites by Hilton
11.2021 - 11.2022
- Delivered exceptional guest experiences in a high-volume hospitality environment.
- Managed front desk operations including reservations, billing, and check-in/check-out processes.
- Resolved guest concerns promptly, ensuring high satisfaction scores.
- Coordinated with housekeeping and maintenance teams to optimize service delivery.
- Trained and supported new team members on service standards and procedures.
Administrative Assistant
Diageo Great Britain Ltd
01.2015 - 04.2016
- Managed petty cash, expense tracking, and monthly financial reconciliation.
- Maintained supplier records and ensured compliance with company policies.
- Supported global SAP billing operations and marketing initiatives.
- Coordinated schedules, meetings, and office operations for a team of 25+ employees.
- Assisted with recruitment, onboarding, and employee training programs.
- Prepared and distributed daily, weekly, and monthly operational reports.
- Provided translation and interpretation support during meetings and interviews.
Human Resources Coordinator
Meta Abo Brewing Company
05.2014 - 12.2014
- Managed full-cycle recruitment: resume screening, interview coordination, and onboarding.
- Maintained employee records, benefits administration, and compliance documentation.
- Educated employees on HR policies, procedures, and company standards.
- Coordinated training programs and supported employee development initiatives.
- Monitored expenses and implemented cost-saving measures.
- Assisted leadership with workforce planning and HR strategy improvements.
- Provided interpretation services to support communication across teams.
Administrative & Data Specialist
World Food Program
01.2005 - 10.2012
- Performed data entry and analysis using CPRO, SPSS, and RAM systems.
- Managed large datasets to support operational and humanitarian programs.
- Translated documents and communications between English, Amharic, and Tigrinya.
- Provided administrative support including reporting, scheduling, and documentation.
- Ensured data accuracy, consistency, and compliance with organizational standards.
- Supported cross-functional teams in program implementation and reporting.
Education
Associate Degree - Secretary Science & Office Management
08-2003
Skills
- Customer Relationship Management (CRM – Salesforce)
- Data Analysis & Reporting (Excel, SPSS, Access)
- Administrative & Office Management
- HR Coordination & Employee Relations
- Sales, Cross-Selling & Client Retention
- Process Improvement & Operational Efficiency
- Multilingual Communication (Amharic, Tigrinya, English)
- Training, Mentoring & Team Leadership
- Conflict Resolution & Problem Solving
- Financial Transactions & Cash Management
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, Access)
- Salesforce CRM
- SPSS, CPRO, RAM Systems
- Data Entry & Database Management
- Financial Reporting & Analysis
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
LANGUAGES
Amharic – Fluent
Tigrinya – Fluent
English – Fluent
Timeline
Contact Center Customer Service Agent
WSFS Bank
11.2022 - Current
Guest Service Representative
Embassy Suites by Hilton
11.2021 - 11.2022
Guest Service Representative
Baymont Inn & Suites
06.2018 - Current
Administrative Assistant
Diageo Great Britain Ltd
01.2015 - 04.2016
Human Resources Coordinator
Meta Abo Brewing Company
05.2014 - 12.2014
Administrative & Data Specialist
World Food Program
01.2005 - 10.2012