Abel Shebela

Abel Abebe Addis Ababa, Ethiopia - - linkedin.com/in/abelshebela Summary Customer Service Professional with over 2 years of experience in inbound and outbound call handling, client relationship building, and sales support. Proven ability to enhance customer satisfaction through active listening, problem-solving, and delivering first-contact resolutions. Skilled in CRM tools such as Salesforce and Zendesk to manage workflows efficiently. Experienced in collaborating with teams to refine customer support strategies and drive operational excellence. Experience Telesales Representative (TSR) Mar 2024 – Present | Addis Ababa, Ethiopia Heineken Conducted 450+ weekly outbound sales calls, consistently surpassing sales quotas by 10% per quarter. Engaged customers to promote Heineken’s offerings, fostering relationships to drive repeat business. Resolved customer complaints and issues, enhancing satisfaction levels and securing customer retention. Maintained accurate CRM records, supporting streamlined reporting and analysis. • • • • Customer Service Representative (CSR) Jun 2022 – Feb 2023 | Addis Ababa, Ethiopia CCI Ethiopia - Shutterfly Inc. Handled 600+ inbound calls weekly, resolving inquiries and complaints with a 95% first-contact resolution. Provided tailored support for Shutterfly’s product portfolio, enhancing customer engagement and satisfaction. Improved Customer Satisfaction Scores (CSAT) 15% by resolving escalations and managing time-sensitive queries. Optimized workflow processes using Salesforce CRM, improving efficiency in case logging and follow-up. Collaborated with leadership to refine customer strategies, boosting performance and operational excellence. • • • • • Sales Development Representative (SDR) Apr 2023 – Dec 2023 | Addis Ababa, Ethiopia Vermasoft Inc. Conducted targeted outbound calls to qualify prospects, contributing to a 20% increase in leads. Developed outreach campaigns alongside the sales team, implementing data-driven prospecting techniques. Collaborated with marketing teams to align messaging, increasing campaign effectiveness and customer acquisition Maintained precise CRM records of sales activities, tracking conversion rates and follow-up schedules. Provided personalized solutions to customer inquiries during follow-ups, boosting client satisfaction and retention. • • • • • Education BSc. Computer Science St. Mary's University Sep 2017 – Oct 2021 AWS Restart Amazon Web Services Jan 2022 – Apr 2022 Skills Customer Interaction, Communication, Problem Solving, CRM Tools (Salesforce, Zendesk, Citrix), Sales & Persuasion, Leadership, Time Management, Data Visualization, Data-Driven Decision Making, Adaptability, Active Listening Certificates Amazon Certified Cloud Practitioner (Foundational Certification from AWS) Amazon Certified Solutions Architect Associate Amazon Certified Developer Associate Africa Innovate Hackathon AWS re/Start Graduate Green Skills Passport (Awarded for completing AWS re/Start, gaining cloud skills through labs & mentorship) (Offered by EY and Microsoft on December 20, 2023) Languages English (Fluent) Amharic (Native/Bilingual) Available up on request (Associate level Certification from AWS) (For participating in Africa Innovate 2021 hackathon delivered by learning connected) Getting Started building with Power BI References (Associate level Certification from AWS) (Successfully completed the "Getting Started with Power BI" course)