Luwam Mulugeta
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
2
2
years of professional experience
Work History
Customer Service Manager
Hobby Lobby
07.2023 - 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.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Cashier
Hobby Lobby
03.2022 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Education
No Degree - Database
Sufia Institute & Data
5250 Cherokee Ave 06.2024
High School Diploma -
Alexandria City High School
3330 King St, Alexandria, VA 2230206.2021
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Time Management
- Cash Handling
Beauty cosmetic and Cosmetology
The beauty industry is all about helping others and showing themselves in their brightest and most beautiful form.
Additional Information
I took a cosmetology class when I was in high school and I am good at doing hair and makeup.
Languages
Amharic
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Manager
Hobby Lobby
07.2023 - Current
Cashier
Hobby Lobby
03.2022 - Current
No Degree - Database
Sufia Institute & Data
High School Diploma -
Alexandria City High School