Absalat Mesfin
Indianapolis
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist II
Carrington Mortgage Services
03.2025 - Current
- Manage inbound and outbound calls related to mortgage inquiries, applications, payment processing, and loan status updates, delivering clear and accurate information to customers.
- Maintain thorough and accurate documentation of all customer interactions within the CRM system to ensure data integrity and service continuity.
- Consistently meet or exceed performance targets, including call quality, average handle time (AHT), and customer satisfaction (CSAT) scores.
Call Center Assistant Manager
Lowes Contact Center
08.2019 - 01.2025
- Supervised daily operations of the call center team, ensuring efficient service delivery and compliance with key performance metrics such as average handle time, first call resolution, and customer satisfaction.
- Monitored agent performance, provided regular coaching and constructive feedback, and implemented development plans to drive individual and team improvement.
- Led new hire onboarding and training initiatives, ensuring smooth integration, knowledge retention, and readiness for live customer interactions.
Customer experience Professional
Lowes Contact Center
05.2017 - 11.2017
- Handled a high volume of inbound calls, leveraging strong listening and communication skills to identify customer needs, resolve issues, and uncover service opportunities.
- Resolved complex and escalated customer concerns with professionalism, empathy, and efficiency, ensuring high customer satisfaction.
- Designed and facilitated comprehensive training programs for newly promoted Customer Service Pros, including development of training materials, role-specific guides, and instructional resources.
- Delivered exceptional customer service across multiple channels, including phone, live chat, and email.
Education
Associate of Science - Business Management
Ivy Tech Community College
Indianapolis, IN05-2026
Skills
- Complaint resolution
- Quality control optimization
- Policy improvement
- CRM software
Accomplishments
- Awarded Top Supervisor Performer of the Year (2021) for exceptional performance and leadership.
- Ranked in the Top 10 Supervisors for performance excellence in both 2022 and 2023.
AWARDS AND ACKNOWLEDGEMENTS
Received the top supervisor performer award for the year 2021., Top 10 supervisor performance for the years 2022 and 2023.
Timeline
Customer Service Specialist II
Carrington Mortgage Services
03.2025 - Current
Call Center Assistant Manager
Lowes Contact Center
08.2019 - 01.2025
Customer experience Professional
Lowes Contact Center
05.2017 - 11.2017
Associate of Science - Business Management
Ivy Tech Community College