Efrata

Efrata Tesfaye- - Ethiopia, Addis Ababa CUSTOMER SERVICE SPECIALIST Dedicated Customer Service Specialist with 4 years of experience in delivering exceptional support across multiple channels. Proficient in resolving inquiries, managing transactions, and enhancing customer satisfaction. Strong communication skills and a commitment to understanding client needs, driving positive experiences. Experienced in live chat, sales force service cloud,convoso with a proven track record of problem-solving and collaboration. Seeking to leverage my expertise to contribute to a dynamic team focused on outstanding customer service. PROFESSIONAL EXPERIENCE USAA insurance company,Texas Customer Service Specialist       Remote Jan 2024 – Feb 2025 Responded to customer inquiries via phone, email, and live chat, maintaining 95% customer satisfaction Resolved customer complaints efficiently, reducing escalations through proactive issue resolution Processed customer requests and utilized CRM software to ensure accurate data entry, timely fulfillment and maintain detailed service records Screened and verified customers’ identification to ensure regulatory adherence and customer confidentiality. Assist customers with policy renewals, updates, and cancellations. Maintain accurate customer records, including policy details, claims, and communication history. Educate customers on various insurance options, such as life, auto, health, or home insurance, to help them make informed decisions. Call Gurus , Arizona sales representative       Remote Nov 2022 – Sep 2023 Conducted a high volume of outbound calls to potential customers to promote and sell insurance products, such as life, auto, home, or health insurance. Identified and pursued new leads through cold calling, referrals, and lead generation campaigns. Successfully upsold and cross-sold additional products, increasing average sales value and enhancing customer satisfaction. Closed sales by guiding customers through the application process and ensuring all necessary documentation was completed accurately and efficiently. Consistently met or exceeded individual sales targets and contributed to the team's overall sales goals. Skillfully handled objections and concerns from potential customers, addressing doubts with clear, factual information to close sales. On-site job Feb 2022 – Oct 2022 MMCY,Shutterfly California  Customer service specialist  Handled customer inquiries via phone, email, and live chat, resolving product issues, order problems, or technical concerns in a timely and professional manner.  Processed returns, exchanges, and refunds for defective or unsatisfactory products, ensuring customers received fair  resolutions according to company policies.  Resolved complex customer complaints with empathy and professionalism, ensuring high levels of customer satisfaction.  Utilized Shutterfly’s customer relationship management (CRM) system to track customer interactions, manage orders, and document case resolutions for future reference EXPERTISE AND SKILLS           MS Access MS Excel MS PowerPoint MS Word Mac OSX Convoso Reporting Zendesk Chat Google Forms Power BI Outlook          Pivot Table Banking Customer Service KYC Verification RiskManagement Investigation Leadership Slack Live Chat Intercom        Empathy Active Listening Problem-solving Multitasking Conflict Resolution Salesforce Time Management