Dawit Alene

Dawit Tesfaye Alene\ Customer Support Representative (CSR) | Sales Development Representative (SDR).\ Location: Addis Ababa, Ethiopia | Age: 26 | DOB: January 26, 1999 Professional Summary Results-driven support and sales professional with hands-on experience in telemarketing, cold calling, lead qualification, event coordination, and CRM systems including Salesforce, Microsoft Dynamics, and Opera. Proven ability to boost sales, resolve client issues efficiently, and thrive in fast-paced remote environments. Passionate about building customer loyalty and driving business growth through excellent service and persuasive communication. Education Bachelor of Arts in Marketing Management\ Unity University, Addis Ababa Work Experience Instacart – Customer Experience Representative\ January 2023 – December 2023 • Resolved 50+ customer issues daily in a high-volume support queue. • Maintained 95%+ customer satisfaction rate through clear, empathetic communication. • Managed and updated customer records using Salesforce CRM. CCI GroundCloud – Technical Support Representative\ January 2024 – December 2024 • Delivered remote technical support for a logistics platform. • Diagnosed issues and guided users through solutions using clear, non-technical language. • Created internal documentation to streamline recurring issues. CCI Mindbody / ClassPass – Customer Support Representative\ December 2024 – May 2025 • Assisted customers with billing, scheduling, and account issues. • Collaborated with internal teams to troubleshoot product issues and improve overall user experience. • Achieved 90%+ resolution rate on first contact. Silvercrest Publishing – Cold Caller / Appointment Setter • • Completed only 1 hour of training before independently starting outreach. Booked 2 appointments on the very first day, and continued securing multiple appointments in the following days. • Engaged prospects through cold calls, clearly presenting value and building interest in publishing opportunities. • Demonstrated quick adaptability and strong communication skills in a fast-paced sales environment. Certifications & Training • Customer Service Training – EDP Academy, 2023 • Certified Shopper Specialist – Instacart, 2023 • Computer Application Certificate – Ministry of Innovation & Technology, Ethiopia • Alcohol Responsibility Certification – Instacart • Reference Letters Available – From MODETH Outsource and BIL Outsourcing Customer Feedback & Testimonials • Earned frequent praise for clear communication, professionalism, and timely support. • Clients described my service as “supportive,” “very professional,” and “excellent at resolving issues.” Certificates & References Portfolio • 📁 View Degree, Certificates, and Experience Letters Core Competencies • Cold Calling & Lead Generation • CRM Systems: Salesforce, Microsoft Dynamics, Oracle, Opera • B2B & B2C Sales | Inbound & Outbound Sales • Email Outreach & Campaign Management • Remote Collaboration: Zoom, Slack, Google Workspace • Communication & Negotiation Languages • English: Professional Proficiency • Amharic: Native Speaker