Summary
Overview
Work History
Education
Professional Skills
Timeline
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Dibora Endale

Warsaw,14

Summary

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.

Overview

3
3
years of professional experience

Work History

Customer Services Specialist

Foundever : Projects: Oura & Square | Support Channels: Email, Chat, Phone
02.2022 - Current
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.

Training Specialist

Foundever
02.2024 - Current
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Designed and delivered onboarding and upskilling programs for new and existing agents.
  • Led cross-functional team to update training curricula, keeping pace with industry changes.
  • Collaborated with Recruitment Team to evaluate candidates’ communication and customer service skills during hiring.
  • Trained and mentored 200 plus new personnel hired to fulfill various roles.
  • Worked with QA and Compliance teams to align training with standards and address performance gaps through targeted learning.

Education

Bachelor of Science - Civil Engineering

University of Debre Berhan
Debre Berhan, Ethiopia

Master of Arts - Business Economics, Digital Marketing

Uczelnia WSB Merito W Warszawie
Warsaw, Poland

Professional Skills

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.
Technical & SaaS Support
  • 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.
CRM & Tools Expertise
  • 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.

Timeline

Training Specialist

Foundever
02.2024 - Current

Customer Services Specialist

Foundever : Projects: Oura & Square | Support Channels: Email, Chat, Phone
02.2022 - Current

Bachelor of Science - Civil Engineering

University of Debre Berhan

Master of Arts - Business Economics, Digital Marketing

Uczelnia WSB Merito W Warszawie

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Dibora Endale