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LD
Liya Demeke
ActiveCustomer Support Specialist · RemConnect Agent
Active listeningTicket routingEscalationAmharicEnglishCRM toolsCSAT optimization
Addis Ababa, EthiopiaEAT (UTC+3)2 yrs experience
94
Fit
CSAT
4.78
+0.12 /5.0
AHT
4m 12s
-0:18 avg
FCR
87%
+3% first-call
Experience
Customer Support Specialist
RemConnect — Northwind Retail · Apr 2026 – Present
- Tier 1 support, 40h/wk, 80+ tickets/day
- CSAT 4.78 · AHT 4m 12s · FCR 87%
Call Centre Agent
Ethio Telecom · Jan 2024 – Mar 2026
- Handled billing, technical, and service queries
- Maintained 4.6 avg CSAT across 18 months
Credentials
Verified Support Fundamentals
RemConnect · RC-VSF-2847
CX Excellence Level 1
RemConnect · RC-CXE1-1193
TOEFL iBT — Score 110
ETS · 0000-2847-XB
Google CX Professional
Google · GGL-CX-88421
Skill profile
Languages
AmharicNative
EnglishFluent (C1)
Availability
Timezone: EAT (UTC+3)
Hours: Mon–Fri, 9 AM – 6 PM
Overlap: 3h with EST · 6h with CET