Dibora Endale

Customer Service Representative and Training Coordinator with a proven track record of improving customer satisfaction and streamlining service processes. Brings top-notch oral and written communication, active listening, and analytical problem-solving skills. Skilled in understanding customer needs and delivering tailored solutions that build loyalty. Demonstrated ability to perform under pressure and effectively train others to achieve service excellence.

Customer Service Excellence

• Consistently achieved 90% customer satisfaction score through effective communication and problem-solving.
• Handled average of 50 customer inquiries per day, resolving issues swiftly and efficiently.
• Trained and mentored 200 plus new hires, resulting in 30% increase in team productivity.

Process Improvement

• Led process improvement initiatives that decreased average call handling time by 20%.
• Implemented data-driven solutions, resulting in 12% reduction in operational costs.

Data Analysis

• Developed and maintained dashboards that provided actionable insights, leading to 20% improvement in service levels.

• Provided Tier 1–2 support for SaaS products (Oura, Square), troubleshooting user issues related to hardware integration, mobile apps, and cloud-based platforms.
• Guided customers through technical setups, device syncing, and software configurations.

• Power user of CRMs such as Zendesk, Salesforce, and Intercom for case management, ticket routing, and data tracking.
• Familiar with Jira, Confluence, and Slack for internal collaboration, reporting bugs, and project tracking.