Nohel Z. Bayssa
Atlanta,GA
Summary
Detail-oriented and empathetic customer service professional with proven experience in remote roles, specializing in providing exceptional support through clear and concise communication. Skilled in handling high-pressure situations, resolving complex customer inquiries, and delivering timely solutions with professionalism and empathy. Proficient in typing and crafting tailored responses, ensuring customer satisfaction and trust. Combines strong writing skills with a passion for helping others, making me an ideal candidate for live chat support roles.
Overview
2
2
years of professional experience
Work History
Customer Service Representative Roadside Agent
AGERO ROADSIDE ASSISTANCE
11.2024 - Current
- Customer Intake: Accurately collected and verified critical customer information, including location, payment details, vehicle type, and specific service needs (e.g., towing, lockout services, battery jumps), ensuring efficient and accurate service delivery.
- Service Coordination: Dispatched and coordinated with towing companies, lockout services, and other providers to guarantee timely assistance for customers in emergency situations.
- Issue Resolution: Addressed and resolved escalated issues, such as service provider no-shows or delays, by proactively contacting alternative providers and prioritizing customer safety and satisfaction.
- High-Stress Situations: Managed high-pressure scenarios with empathy and professionalism, including cases involving customers in dangerous or life-threatening circumstances, ensuring calm and effective support.
- Performance Metrics: Consistently exceeded key performance indicators, including average handle time, customer satisfaction scores, and empathy statements, demonstrating a commitment to excellence.
- Training & Development: Completed 3 months of intensive training, mastering scripting techniques, de-escalation strategies for handling angry customers, and advanced active listening and problem-solving skills.
- Technical Proficiency: Upgraded personal computer system to meet stringent technical requirements, including 24 GB of RAM and a hardwired internet connection, ensuring seamless remote work capabilities and compliance with data security protocols.
Copywrighter
Freelancer
06.2023 - Current
- Leveraged the power of words, human psychology, and emotional storytelling to help businesses sell, market, and connect with their audiences. Specialized in crafting compelling copy that drives action, builds trust, and fosters long-term customer relationships.
- Email Marketing & Newsletters: Designed and executed targeted email campaigns that consistently achieved an open rate of 43% and a click-through rate of over 8%—well above industry averages. Used persuasive language, emotional triggers, and strategic calls-to-action to nurture leads and convert them into loyal customers.
- Psychology-Driven Copywriting: Applied principles of human psychology and behavioral economics to create content that resonated deeply with target audiences. Crafted messaging that addressed pain points, built trust, and inspired action, resulting in measurable increases in customer engagement and sales.
- Client Collaboration & Reporting: Delivered detailed performance reports to clients, highlighting successes and actionable insights for future campaigns. Built strong client relationships by consistently exceeding expectations and demonstrating a deep understanding of their brand voice and goals.
Skills
- Customer Support Expertise
- Effective Writing Skills
- Coachable
- Empathetic Communication
- Active listening
- Accurate Data Entry
- Meeting Key Performance Indicators (KPIs)
Languages
English
Native or Bilingual
Amharic
Full Professional
EDUCATION
MBA GEORGIA STATE UNIVERSITY (GSU)
Field of Study: Sales & Communication
Graduation in May 2030
HIGHSCHOOL (2021-2024)
- National Honors Society Member
- Elected Captain of Robotics Chassis Department
- 3.83 unweighted GPA
- 4.0 weighted GPA
- Honor Roll Fall Semester 2021
- Awarded Zenith Award Recognition of the highest GPA at Innovation Academy Engineering
Timeline
Customer Service Representative Roadside Agent
AGERO ROADSIDE ASSISTANCE
11.2024 - Current
Copywrighter
Freelancer
06.2023 - Current
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