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Kaleab Tiruneh

@kaleabtiruneh

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Detail-oriented Customer Service Specialist with technical support expertise.

Ethiopia

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What I'm looking for

I am seeking a dynamic organization where I can leverage my technical skills and customer service expertise to contribute to team success and enhance customer satisfaction.

I am a highly organized and detail-oriented Customer Service, Technical Support, and Data Entry Specialist with extensive experience in resolving customer issues and managing technical support requests. My career has been marked by a proven ability to deliver exceptional customer service, achieving a 97% first-call resolution rate and a 35% increase in customer satisfaction at FINBIT. I thrive in collaborative environments, working with cross-functional teams to enhance customer satisfaction and optimize internal processes.

Throughout my career, I have developed strong skills in troubleshooting technical issues and providing timely support. At LIFT-BV, I managed data entry for support cases with a 99% accuracy rate, ensuring that customer issues were documented and resolved efficiently. My dedication to improving user experiences is reflected in my initiatives to implement customer feedback and develop user guides, which have significantly enhanced customer retention and self-resolution rates.

Experience

Work history, roles, and key accomplishments

Current

Technical Support and Customer Service Specialist

Current

LIFT-BV

Jan 2021 - Present (4 years 5 months)

Provided front-line customer support to over 5000 users, ensuring swift and accurate resolution of software, hardware, and user account issues. Managed data entry for support cases with 99% accuracy, and collaborated with cross-functional teams to enhance user experience. Developed user guides and managed technical troubleshooting to ensure system performance and data integrity.

Customer Support Technical Troubleshooting Data Entry User Guides Team Collaboration Systems Performance

Current

Senior IT Expert

Current

FINBIT

Jan 2021 - Present (4 years 5 months)

Delivered exceptional customer service for over 5000 users, achieving a 97% first-call resolution rate and a 35% increase in customer satisfaction. Managed data entry for customer inquiries and service tickets, while troubleshooting and resolving user issues to improve overall satisfaction. Implemented support procedures and provided training, reducing response times by 25% and increasing self-res

Customer Service Data Entry Technical Support Troubleshooting Process Improvement User Training

Data Entry and Customer Support Specialist

Safenet

Jul 2018 - Dec 2020 (2 years 5 months)

Handled customer support inquiries for over 1000 users, providing detailed guidance and solutions that improved satisfaction rates by 30%. Conducted data entry for customer service tickets and maintained the customer database, ensuring accurate input and timely resolution. Collaborated with the development team to address user-reported issues and created training materials for software features.

Customer Support Data Entry Team Collaboration User Training

Data Entry and Quality Assurance Specialist

LIFT-BV

Sep 2015 - Dec 2020 (5 years 3 months)

Performed data entry and quality assurance for over 20 projects, ensuring 99% data accuracy across large datasets. Processed data from surveys and feedback forms, generating valuable insights for internal teams. Maintained documentation of data management procedures and conducted quality checks to ensure consistency and accuracy for reporting.

Data Entry Quality Assurance Data Processing Data Management Documentation Data Quality

Education

Degrees, certifications, and relevant coursework

Addis Ababa University

Bachelor of Science, Information Technology

Studied Information Technology, gaining foundational knowledge in various aspects of IT. Developed skills in technical troubleshooting and data management.