Eden Lema
Liverpool ,NSW
Summary
Dynamic marketing professional with a proven track record at Sbisa Gemstones Jewellery Export, excelling in campaign management and strategic planning. Adapt at leveraging market analysis to drive successful marketing initiatives, while fostering strong customer relationships and enhancing team collaboration. Committed to achieving measurable results and elevating brand presence.
Highly communicative and patient-oriented professional with background as Call Center Advisor. Possess strong knowledge of customer service etiquette, issue resolution techniques, and inbound call management. Demonstrated ability to remain calm under pressure while efficiently managing high-volume call center environments. Have consistently improved customer satisfaction ratings by effectively addressing concerns and providing timely solutions. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Call Center Advisor
Ethiotelecom
Addis Abeba , Addis Abeba
12.2021 - 04.2025
- Answering incoming calls: addressing customer inquiries, providing information, and resolving issues.
- Making outbound calls: This may include follow-up calls.
- Resolving customer issues: Troubleshooting problems, offering solutions, and escalating complex issues when necessary.
- Maintaining customer records: Updating databases with customer information and interaction details.
- Upselling or cross-selling: Identifying opportunities to promote additional products or services.
- Building customer relationships: Fostering positive interactions, and ensuring customer satisfaction.
- Following communication scripts and strategies: Adhering to company guidelines for customer interactions.
- Meeting performance targets: Achieving both quantitative and qualitative.
Marketing Manager
Sbisa Gemstones Jewellery Export
Addis Abeba , Addis Abeba
02.2019 - 05.2020
- Prepare and monitor the marketing budget on a quarterly and annual basis.
- Basis and allocate funds wisely.
- Developing the marketing strategy for the company in line with the company's objectives.
- Measure and report on the performance of marketing campaigns, gain insight, and assess against goals.
Education
MBA - Business Administration
Admas University
Addis Abeba, Ethiopia07-2024
Bachelor of Arts - Marketing Management
Arsi University
Asela, Ethiopia11-2018
Skills
- Market analysis and data analysis
- Campaign and project management
- Social media strategy
- Customer relationship management
- Strategic planning
- Team building
- Effective communication
- Team collaboration
- Customer support
- Customer communications
- Coordination skills
- Communication skills
- Sales
- Problem solving
- Decision making
- Team work
Certification
- Professionalism in the contact center
- Ethio Portfolio demonstration
- Co-building information security culture in Ethio Telecom
- Introduction to artificial intelligence
Languages
English
Professional
Amharic
Native/ Bilingual
References
References available upon request.
Timeline
Call Center Advisor
Ethiotelecom
12.2021 - 04.2025
Marketing Manager
Sbisa Gemstones Jewellery Export
02.2019 - 05.2020
MBA - Business Administration
Admas University
Bachelor of Arts - Marketing Management
Arsi University
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