Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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SELAMAWIT HABTEHYIMER

Silver Spring,MD

Summary

Dynamic Senior Customer Service Agent with Ethiopian Airlines, recognized for enhancing customer satisfaction through effective communication and complaint resolution. Expert in passenger verification and document inspection, I trained new staff to elevate service quality, ensuring seamless operations and timely updates. Committed to delivering exceptional service while maintaining attention to detail in high-pressure environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Customer Service Agent

Ethiopian Airlines
Addis Ababa, Ethiopia
03.2016 - 01.2024
  • Greeted customers in a friendly and professional manner.
  • Inspected passenger documents prior to issuing boarding passes and checked for the accuracy of flight details.
  • Ask passengers security questions about their luggage's
  • Assigned seating to passengers based on availability and preferences.
  • Answered customer inquiries regarding flight schedules, destinations, and regulations.
  • Verified identification of travelers before allowing them to board the plane
  • Performed administrative duties such as filing paperwork or entering data into computer systems.
  • Facilitated communication between airline crew members and ground staff regarding updates on flight status changes.
  • Provided guidance to new employees on standard operating procedures.
  • Communicated important information to passengers regarding delays or cancellations due to weather or mechanical issues.
  • Resolved customer complaints in an efficient manner while adhering to company policies.
  • Provided assistance with ticketing, baggage handling, and boarding procedures.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Coached new staff on strategies to enhance performance and improve customer relations.
  • Sent operational email to respective destination
  • Sent daily report to higher management

Education

Bachelor of Arts - Public Administration And Development Management

Dilla University
Ethiopia
07-2015

Skills

  • Customer service
  • Passenger verification
  • Document inspection
  • Data entry
  • Complaint resolution
  • Effective communication
  • Team collaboration
  • Seating assignment
  • Employee training
  • Active listening
  • Attention to detail
  • Time management
  • Problem solving
  • Staff training
  • Customer survey

Accomplishments

  • I received many appreciation letters for my dedication, commitment and extra mile efforts to successfully discharged my responsibilities in Ethiopian Airlines

Certification

  • I received certifications in gratitude and admiration for dedicated service to Ethiopian Airlines.
  • Delegation of authority was given to me to act as team leader customer service agent

Timeline

Senior Customer Service Agent

Ethiopian Airlines
03.2016 - 01.2024

Bachelor of Arts - Public Administration And Development Management

Dilla University

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