TIBEBU GETE AYALEW

Customer Service Manager

Addis Ababa, ET.

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

→

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

→

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

Hawassa, Sidama Region, Ethiopia
→
Bachelor of Arts Accounting and Finance Grade:

Languages

English

Certificates

Advanced Diploma in Accounting and Business

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.