About
Seasoned finance professional with over 8 years of progressive experience in the banking sector, currently leading customer service operations at Dashen Bank, Ethiopia. Expert in driving operational efficiency, enhancing customer satisfaction, and ensuring regulatory compliance, backed by a BA in Accounting & Finance and significant progress towards ACCA qualification (10/13 papers passed). Leverages strong financial analysis, leadership, and client relationship management skills to deliver high-impact results and uphold international accounting standards.
Work
Dashen Bank
|Customer Service Manager
Addis Ababa, Addis Ababa, Ethiopia
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Summary
Directed daily branch operations and optimized frontline customer service delivery for a leading Ethiopian bank, ensuring high performance and client satisfaction across a diverse client base.
Highlights
Managed and optimized daily branch operations, enhancing frontline customer service delivery and overall operational efficiency.
Led and mentored a team of customer service professionals, fostering high performance and efficiency in service execution.
Successfully resolved complex escalated customer issues, consistently ensuring high satisfaction levels and strengthening client relationships.
Ensured stringent operational compliance with all bank policies and regulatory standards, effectively mitigating risks and upholding institutional integrity.
Dashen Bank
|Various Roles in Operations and Customer Service
Addis Ababa, Addis Ababa, Ethiopia
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Summary
Progressed through diverse roles within banking operations, service delivery, and account management, consistently delivering reliable and compliant financial services.
Highlights
Managed diverse banking operations and service delivery functions, contributing to seamless daily workflows and customer satisfaction.
Supported critical lending operations, ensuring meticulous adherence to internal policies and external regulatory compliance, safeguarding bank assets.
Cultivated strong client relationships through effective account management, enhancing customer loyalty and service quality.
Consistently recognized for exceptional reliability, precision, and delivering consistent results across various banking functions, fostering operational stability.
Education
Hawassa University
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Bachelor of Arts
Accounting and Finance
Languages
English
Certificates
Advanced Diploma in Accounting and Business
Issued By
Association of Chartered Certified Accountants (ACCA)
Skills
Financial Analysis
Financial Reporting, Budgeting, Forecasting, Audit Preparation.
Customer Relationship Management
Client Relations, Customer Satisfaction, Service Delivery, Conflict Resolution.
Leadership
Team Leadership, Mentorship, Performance Management, Coaching.
Regulatory Compliance
Banking Regulations, Risk Mitigation, Internal Controls, Policy Adherence.
Communication
Client Communication, Stakeholder Engagement, Presentation Skills, Interpersonal Skills.
Operational Management
Branch Operations, Process Improvement, Workflow Optimization, Service Excellence.
Account Management
Client Portfolios, Relationship Building, Service Customization.
Problem Solving
Issue Resolution, Critical Thinking, Strategic Solutions.