Summary
Overview
Work History
Education
Skills
Timeline
Generic

Selam Yohannes

San Diego,CA

Summary

Motivated professional with successful track record of developing, enhancing and maintaining strong working relationships. Known for multi-tasking and meeting deadlines. Areas of knowledge include time management, winning and keeping customers and public speaking.

Overview

9
9
years of professional experience

Work History

Job Management Supervisor

MBUSA
04.2023 - 03.2024
  • Company Overview: Mercedice Benz USA
  • Conducted in-depth analyses of key performance indicators (KPIs) to identify trends and areas for improvement, enabling data-driven decisions that enhanced team performance and operational efficiency
  • Supervised and coached a diverse team of 10-15 agents, emphasizing quality control and operational metrics to ensure compliance with company standards and goals
  • Led weekly one-on-one meetings with each agent, providing personalized feedback on performance metrics, attendance, and areas for development
  • Used these sessions to set individual goals and foster a culture of continuous improvement
  • Inspired and motivated team members through effective leadership techniques, promoting collaboration and engagement that consistently exceeded performance expectations and team objectives
  • Proactively identified and managed challenging cases, providing timely intervention and support to agents
  • Implemented solutions that resolved issues effectively, improving overall customer satisfaction and agent confidence
  • Oversaw the management of weekly time cards and agent metric reports, ensuring accuracy and accountability
  • Utilized these documents to track performance and inform future training and development initiatives
  • Conducted weekly one-on-one meetings with team Leads to ensure coaching and development aligned with expectations, preparing them for future supervisory roles and enhancing their leadership capabilities
  • Mercedice Benz USA

UDA Supervisor

Urgently Roadside Assistance
05.2021 - 12.2023
  • Gained insights into outcomes and influencing factors of key performance indicators (KPIs), leveraging data to inform strategic decisions that enhanced team performance and operational effectiveness
  • Supervised and coached a team of 15-25 agents, focusing on professional development through regular quality control assessments, live coaching and tailored feedback
  • Conducted weekly one-on-one meetings with agents to review performance metrics, attendance, and personal development goals, fostering an environment of open communication and continuous improvement
  • Conducted weekly one-on-one meetings with team Leads to ensure coaching and development aligned with expectations, preparing them for future supervisory roles and enhancing their leadership capabilities
  • Successfully built and guided a team capable of handling escalations and VIP cases, ensuring high-quality service and customer satisfaction
  • Anticipated potential challenges and provided timely interventions to support agents, effectively resolving issues and maintaining a high level of service quality
  • Oversaw the management of weekly time cards and agent metric reports, ensuring accuracy and transparency in performance tracking and accountability

UDA Team Lead

Urgently Roadside Assistance
10.2020 - 05.2021
  • Supervised and led a team of agents, providing motivation and support through constructive feedback and effective communication strategies to enhance team cohesion and performance
  • Closely monitored agent availability and performance metrics, including inbound and outbound call times, call waiting times, and call abandonment rates, to ensure optimal service delivery
  • Guided agents in handling escalated cases and addressing frustrated customers, equipping them with the skills needed to resolve issues effectively and maintain customer satisfaction
  • Worked closely with new hires to ensure they understood workflow processes and followed correct procedures, building their confidence and competence in their roles
  • Checked attendance regularly, ensuring team members were accountable and that staffing levels met operational needs
  • Conducted weekly 15/7 meetings to provide ongoing support, discuss performance, and align team goals, fostering a culture of open communication and continuous improvement

BMW Team Lead

Urgently Roadside Assistance
07.2020 - 10.2020
  • Supervised and led a team of agents, providing motivation and support through constructive feedback and effective communication strategies to enhance team cohesion and performance
  • Closely monitored agent availability and performance metrics, including inbound and outbound call times, call waiting times, and call abandonment rates, to ensure optimal service delivery
  • Guided agents in handling escalated cases and addressing frustrated customers, equipping them with the skills needed to resolve issues effectively and maintain customer satisfaction
  • Worked closely with new hires to ensure they understood workflow processes and followed correct procedures, building their confidence and competence in their roles
  • Checked attendance regularly, ensuring team members were accountable and that staffing levels met operational needs
  • Conducted weekly 15/7 meetings to provide ongoing support, discuss performance, and align team goals, fostering a culture of open communication and continuous improvement

Customer Service Representative

Urgently Roadside Assistance
08.2018 - 07.2020
  • Handled inbound calls to confirm customer policy information and identify service types, ensuring accurate service requests
  • Created service requests to assist customers promptly and efficiently
  • Thoroughly managed jobs from start to finish, ensuring service providers were en route to their destinations in a timely manner, verifying estimated arrival times (ETAs), and confirming job completion
  • Provided real-time assistance by interfacing with technicians and customers to deliver high-quality service
  • Efficiently dispatched technicians, ensuring timely responses to customer needs
  • Resolved inquiries in a timely and empathetic manner, enhancing customer satisfaction
  • Immediately addressed any out-of-line issues, ensuring they were resolved swiftly to maintain service quality

Restaurant Server / Prep Cook / Stocking & Receiving

Atria Collwood Senior Living
02.2016 - 07.2018
  • Delivered attentive and friendly service to residents, ensuring a welcoming dining atmosphere and enhancing their overall dining experience
  • Prepared nutritious meals in accordance with dietary guidelines, focusing on quality and presentation to meet residents’ needs
  • Maintained and organized kitchen inventory, ensuring supplies were well-stocked and readily accessible for meal preparation and service
  • Interacted with residents in a compassionate manner, providing exceptional service that contributed to their quality of life within the senior living community
  • Collaborated effectively with kitchen staff and management to uphold food safety standards and ensure smooth operational flow
  • Oversaw the receipt of food and supply deliveries, ensuring accuracy and quality control while efficiently organizing items for easy access in the kitchen

Lumber Associate

Crenshaw Lumber Yard
12.2014 - 05.2015
  • Delivered excellent customer service by assisting customers with product selection and addressing inquiries about various lumber products and building materials
  • Safely operated machinery, including chainsaws, to prepare materials for orders, ensuring adherence to safety protocols
  • Received work orders, accurately measured and cut the correct wood types, and built racks for each order to ensure efficient processing
  • Organized workspace and maintained accurate inventory levels, facilitating smooth operations and timely order fulfillment
  • Fastened and strapped materials securely for delivery, ensuring that orders were ready for dispatch and met quality standards
  • Collaborated effectively with team members to meet daily operational goals, demonstrating commitment to teamwork and efficiency

Education

Some College (No Degree) -

San Diego City College
01-2012

Certificate Recording Engineering -

Omni Tech Institute
Atlanta, Georgia
01.2010

High School Diploma -

Clairemont High School
01.2003

Skills

  • Goal-oriented
  • Supervision & leadership
  • Team management
  • Strong work ethic
  • Critical Thinking
  • CSS
  • Tableau
  • Teleopti
  • Zendesk
  • Microsoft Office Skills
  • Quick Learner
  • Time management
  • Excellent Communication
  • Multitasker
  • InContact
  • Kronos
  • Staff Development
  • Staff Management
  • Cost Control
  • Professionalism
  • Problem Resolution
  • Relationship Building
  • Administration and Reporting
  • Teamwork and Collaboration
  • Reporting and documenting
  • Multitasking
  • Negotiation
  • Organizational Skills
  • Revenue Growth
  • Positive Attitude
  • Team building
  • Training and Development
  • Problem-solving aptitude
  • Professional Demeanor
  • Employee Training
  • Team Collaboration
  • Hiring and Training

Timeline

Job Management Supervisor

MBUSA
04.2023 - 03.2024

UDA Supervisor

Urgently Roadside Assistance
05.2021 - 12.2023

UDA Team Lead

Urgently Roadside Assistance
10.2020 - 05.2021

BMW Team Lead

Urgently Roadside Assistance
07.2020 - 10.2020

Customer Service Representative

Urgently Roadside Assistance
08.2018 - 07.2020

Restaurant Server / Prep Cook / Stocking & Receiving

Atria Collwood Senior Living
02.2016 - 07.2018

Lumber Associate

Crenshaw Lumber Yard
12.2014 - 05.2015

Some College (No Degree) -

San Diego City College

Certificate Recording Engineering -

Omni Tech Institute

High School Diploma -

Clairemont High School

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Selam Yohannes