Kaleb Belayneh

Customer Support Specialist

CCI Global – 

April 2023– June 2025

 • Handled customers via phone, email, and live chat, maintaining customer satisfaction rating.

 • Resolved technical issues and service complaints by troubleshooting problems, walking customers through solutions, and escalating complex cases when necessary.

 • Played a key role in reducing average response time by 30% by identifying process inefficiencies and proposing workflow improvements.

 • Contributed to a 20% increase in customer retention by delivering personalized support and follow-up.

 • Maintained detailed and accurate records of customer interactions in CRM systems (Zendesk, Salesforce).

 • Collaborated closely with the product and engineering teams to relay customer feedback and identify trends that led to two major product updates.