Beza Samuel

Beza Samuel Date of birth: 19/11/1994- Nationality: Ethiopian Phone number: (- (Mobile) Email address: Instagram: instagram.com/bezasamuel_/ WhatsApp Messenger: - Address: Addis Ababa, Arat kilo, 0000, Addis Ababa, Ethiopia (Home) ABOUT ME Proactive Computer Science graduate with a keen interest in customer service and technical troubleshooting. Seeking a Chat Support Representative role to leverage my analytical skills and commitment to customer satisfaction. WORK EXPERIENCE 03/2020 – 09/2023 Addis Ababa, Ethiopia CHAT SUPPORT REPRESENTATIVE TECH SOLUTIONS LTD • Engage with customers through chat channels to provide assistance, guidance, and solutions. • Address customer inquiries, troubleshoot technical issues, and ensure timely resolution. • Collaborate with cross-functional teams, including technical support and product development, to resolve complex issues. • Maintain a high level of professionalism and empathy in all customer interactions. • Continuously update and enhance product knowledge to provide accurate and up-to-date information to customers. • Utilize chat support tools and systems to manage and document customer interactions efficiently. • Meet or exceed performance metrics related to response time, resolution time, and customer satisfaction. 16/12/2018 – 03/01/2020 Addis Ababa, Ethiopia QA TESTER CENTER OF EXCELLENCE CONSULTANCY • Inspected items and compared against standards to meet regulatory requirements. • Collected and analyzed data to measure effectiveness of quality control processes. • Monitored testing procedures and verified performance of tests according to established item specifications and protocol. • Developed a comprehensive set of test case that ensured full system coverage and identified potential bugs before release. • Developed an end-to-end testing procedure that ensured the system behaved as expected. • Report project updates to management team, both in verbal and written form. 13/02/2018 – 11/09/2018 Addis Ababa, Ethiopia REAL ESTATE ASSISTANT 3M REAL ESTATE PLC • Greeting clients, respond to emails, phone calls, and making follow-up calls. • Preparing real estate forms and documents. • Coordinating showings, assisting at open houses, and obtaining feedback. • Ordering supplies, preparing and distributing marketing materials. • Maintaining electronic and paper filing systems. • Preparing listing materials and posting property listings. • Managing a client database and preparing reports. • Assisting with closing processes. • Performing other duties as assigned. 13/02/2017 – 10/01/2018 Addis Ababa, Ethiopia MARKETING ASSISTANT INTERN GREENPATH EVENT MANAGEMENT • Worked closely with product (coffee) providers to get an exposure with the investors all around the world on the Ethiopian coffee expo '18. • Proofread marketing collateral ahead of printing to eliminate errors. • Compiled product, market, and customer data to generate informed sales and profit projections. • Created social media campaigns to increase online presence. • Analyzed performance metrics to adjust and optimize campaigns. • Developed and maintained relationships with clients and vendors • Compiled product, market, and customer data to generate informed sales and profit projections EDUCATION AND TRAINING 15/10/2021 Addis Ababa, Ethiopia BACHELORS OF SCIENCE DEGREE IN COMPUTER SCIENCE AND TECHNOLOGY HiLCoE school of computer science and technology Website https://hilcoe.net/ LANGUAGE SKILLS Mother tongue(s): AMHARIC Other language(s): UNDERSTANDING ENGLISH SPEAKING WRITING Listening Reading Spoken production Spoken interaction C2 C2 C1 C1 C2 Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS Microsoft office suit ( word, excel, outlook and powerpoint) Zendesk chat Adobe Creative Suite (Photoshop) Intercoms Google (Drive, Sheets, Docs, Slides) JIRA: working with Projects and Issues Remote working tools (Slack, Teams, Zoom, Meet, Discord) ADDITIONAL INFORMATION ORGANISATIONAL SKILLS Organizational skill • Highly adaptable • Good at managing and coordinating skills with a flexible approach. • Exceptional written communication skills for effective chat interactions. • Quick learner with the ability to understand and troubleshoot technical issues. • Customer-centric approach with a focus on providing a positive customer experience. • Proficient in chat support tools and systems. • Strong organizational skills for managing multiple chat sessions simultaneously. • Detail-oriented with a commitment to maintaining accurate and thorough documentation. Customer Service • Provided exceptional customer service to guests, resolving issues promptly at a family restaurant business. • Managed phone and email correspondence, answering questions regarding reservations and menu items. COMMUNICATION AND INTERPERSONAL SKILLS Communication and interpersonal skills • Able to work independently and as part of a team. • Good communication and interpersonal skills. • Critical thinking and problem-solving skills.