Heran mulatu
Cambridge,MA
Overview
2026
2026
years of professional experience
Work History
Bank Teller
Santander Bank Us
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Acting Branch Manager
Lion International Bank
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Senior Customer Service Officer
Lion International Bank
- Initiated execution of care responses as main point of contact with consumer escalation events.
- Contributed to increased sales figures by upselling products or services when appropriate during customer interactions.
- Promoted client retention through the delivery of outstanding service experiences tailored to individual preferences and needs.
Customer Service Officer
Lion International Bank
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Trainee Banker
Lion International Bank
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints,
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively,
- Developed strong relationships with key clients,
- Collaborated with upper management to improve customer service processes
Customer Service Manager
Lion International Bank
08.2025 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Education
Bachelor Of Arts - Marketing Management
St Mary's University
Addis Ababa Ethiopia 07.2022
Bachelor Of Arts - Accounting
St Mary's University
Ethiopia 07.2017
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Cash handling
- Customer relationship management (CRM)
- Call center management
- Account management
- Customer retention
- Conflict management
Timeline
Customer Service Manager
Lion International Bank
08.2025 - Current
Bank Teller
Santander Bank Us
Acting Branch Manager
Lion International Bank
Senior Customer Service Officer
Lion International Bank
Customer Service Officer
Lion International Bank
Trainee Banker
Lion International Bank
Bachelor Of Arts - Marketing Management
St Mary's University
Bachelor Of Arts - Accounting
St Mary's University