Tewodros Yiheyis
@tewodrosyiheyis
I resolve SaaS and IT support issues while improving customer conversions.
EthiopiaWhat I'm looking for
At ATAYD Trading PLC, I manage 40+ daily customer inquiries across email, chat, and phone through Zendesk, maintaining a 95%+ first-contact resolution rate. I also partner with engineering on Jira bug reports, helping resolve a pricing discrepancy that increased checkout conversions by 20%.
I've surpassed quarterly sales and upselling targets by 15% for three consecutive months through targeted recommendations and personalized onboarding. I balance customer service, sales support, product information, and business operations while guiding customers toward the right solutions.
Previously, at the Intergovernmental Authority on Development, I supported 100+ onsite and remote staff with hardware, software, and LAN/WAN connectivity issues. I wrote troubleshooting guides and led technical onboarding sessions that reduced recurring tier-1 tickets by approximately 30%.
Experience
Work history, roles, and key accomplishments
Customer Support and Sales Operations
Atayd Trading PLC
Nov 2024 - Present (1 year 9 months)
Manage 40+ daily customer inquiries across email, chat, and phone via Zendesk, maintaining a 95%+ FCR rate. Serve as primary escalation point between end-users and technical development, standardizing bug-reporting templates to reduce ticket turnaround time by 25%.
Education
Degrees, certifications, and relevant coursework
Addis Ababa University
Bachelor of Science, Construction Technology and Management
2019 - 2025
Pursued a Bachelor of Science in Construction Technology and Management, gaining a strong foundation in project management and technical problem-solving.
Harvard University
Certificate, Data Science
Completed Data Science 101, gaining foundational knowledge in data analysis and statistical methods.
Harvard University
Certificate, Computer Science
Completed CS50X, an introduction to computer science, covering programming, algorithms, and data structures.
Tech stack
Software and tools used professionally
Availability
Location
EthiopiaAuthorized to work in
Job categories
Skills
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