Hyelni Samaila

-Improved overall customer satisfaction scores by 25% through structured team coaching, service quality monitoring, and consistent use of CRM-driven performance tracking. -Reduced customer complaint escalation rates by 30% by strengthening first-contact resolution processes, issue categorization workflows, and proactive customer follow-up practices. -Supervise and coordinate daily customer support operations, ensuring timely handling of inquiries across phone and CRM-based support channels in a fast-paced telecom environment. -Monitor agent productivity, service quality, and adherence to customer service standards while implementing continuous process improvement initiatives aligned with business goals. -Manage complex customer complaints, applying conflict resolution techniques and service recovery strategies to retain customers and protect brand reputation. -Prepare operational reports, track KPIs, and ensure compliance with internal policies, regulatory guidelines, and customer experience benchmarks.

-Achieved a 20% improvement in first-call resolution rates by accurately diagnosing customer issues and delivering effective solutions using approved support procedures and CRM tools. -Maintained customer satisfaction ratings above 90% by consistently delivering clear communication, timely responses, and empathetic support across high-volume service interactions. -Provided front-line customer support by resolving billing, technical, and service-related inquiries via phone and in-person channels in line with telecom service standards. -Escalated complex or unresolved issues appropriately while ensuring detailed documentation and timely follow-up to support seamless case resolution. -Educated customers on products, services, promotions, and usage guidelines, contributing to improved customer understanding and reduced repeat inquiries. -Supported administrative tasks such as record updates, service documentation, and internal coordination to ensure smooth daily customer service operations.

-Coordinated virtual and in-person events, seminars, and presentations, ensuring smooth execution and high participant engagement across multiple stakeholders. -Assisted programme officers with project implementation, providing administrative support, maintaining records, and preparing detailed reports and documentation. -Managed communication with internal and external partners via email and phone, responding to inquiries and resolving logistical issues efficiently. -Supported planning and execution of SDG 3 colloquium and drug policy symposium, contributing to effective scheduling, registration, and post-event follow-up. -Maintained accurate databases, tracked project milestones, and generated progress reports to enhance transparency and decision-making for senior management. -Volunteered in inclusive education initiatives, coordinating tasks, documenting outcomes, and supporting virtual collaboration across cross-functional teams.