Kidus Yadecha

Managed high-volume customer interactions via phone, email, and live chat; documented and recorded customer interactions; supported ongoing product and policy updates; suggested improvements to enhance customer experience; seamlessly handled inquiries using Amazon Connect and Help Shift, leveraging Salesforce and macros to streamline case resolution; escalated issues to the appropriate teams for timely resolution; assisted in training new employees through side-by-side coaching and shadowing sessions.

Provided first-level technical support to staff and beneficiaries by troubleshooting basic hardware/software issues and assisting with platform navigation. Maintained and updated user data within internal systems and ensured secure handling of digital records. Assisted with system setup during outreach programs and trained users on digital forms and UNICEF platforms. Supported IT and communications teams in organizing remote sessions and improving user experience with digital tools.