SALEM A HAILEMICHAEL
Lewisville,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
French Customer Support Specialist 3
Tandem Diabetes Care
03.2023 - Current
- Acts as customer advocate to represent customer needs internally
- Responds to inbound calls, chat messages and emails arriving randomly to Tandem Diabetes Care technical support line or inbox
- Provides individualized responses to customer concerns or inquiries
- Participates in shadowing and reverse shadowing and assists with training of new agents
- Served customer account and technical needs across 20+ daily calls, consistently meeting productivity and quality targets
Customer Support agent
Keystone Automotive
05.2021 - 03.2022
- Use of selling techniques to drive additional sales
- Service call resolution or escalation, includes providing order and delivery status
- Perform all tasks to specified standards and metrics on consistent basis
- Provide customer assistance in accordance with Keystone call quality standards
- Responded to customer requests for products, services, and company information
- Researched and identified solutions to technical problems
Customer Service Agent
Air Canada
04.2019 - 07.2021
- Assist international passengers through arrival and check in process
- Assist passengers from different cultural backgrounds
- Address and resolve escalated customer concerns and assist agents to resolve travel issues
- Assist misconnected and rerouted passengers during irregular operations; issue travel and hotel vouchers to displaced passengers on overbooked or canceled flights
Customer Service Agent
Pacific Aviation
05.2018 - 04.2019
- Manage flights for different airlines including XL France, Air Tahiti Air New Zealand, Aeroflot, Ethiopian airlines
- Board and deplane flights, and escorted passengers, including disabled passengers and unaccompanied minors, from aircraft
- Assisted custom officers and passengers with translation in French, English and Amharic
- Provide training for junior agents
- Assisted station managers during special events
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Sales Associate
JCREW
10.2017 - 04.2018
- Provided personal styling advices
- Assisted visual Merchandising manager
- Outstanding sales performance award during holidays
- Prepared merchandise for sales floor by pricing or tagging
- Rotated stock and restocked shelves to maintain product availability and store appearance
- Managed returns, exchanges and refunds in accordance with store policy
Intern
NAMI
05.2017 - 08.2017
- Dallas (National alliance on mental illness, Served as health education/promotion resource person for people with mental illness and their families
- Conducted training for police officers on crisis intervention and mental health issues
- Conducted survey evaluation on health education
- Contacted potential sponsors for fundraising events
- Interacted with customers by phone, email, or in-person to provide information
- Prepared project presentations and reports to assist senior staff
Education
Bachelor of Science - Health Studies, Community Health
Texas Woman's University
Denton, Texas08.2017
High School Diploma -
Lycée Camille See
Paris, France06.2010
Skills
- Excellent written and verbal communication skills
- Proficient with Microsoft Word, Excel, PowerPoint/ Teams/ OneNote
- Strong planning, organizational skills
- Medical Terminology
- Ability to work in team structures
- Ability to work in culturally diverse environments
Timeline
French Customer Support Specialist 3
Tandem Diabetes Care
03.2023 - Current
Customer Support agent
Keystone Automotive
05.2021 - 03.2022
Customer Service Agent
Air Canada
04.2019 - 07.2021
Customer Service Agent
Pacific Aviation
05.2018 - 04.2019
Sales Associate
JCREW
10.2017 - 04.2018
Intern
NAMI
05.2017 - 08.2017
Bachelor of Science - Health Studies, Community Health
Texas Woman's University
High School Diploma -
Lycée Camille See
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