Senay Gebremeskel

Detail-oriented Customer Service professional with 7+ years of experience delivering outstanding customer service in high-volume, remote environments. Proven ability to manage 65–70+ daily outbound and inbound calls, maintain accurate case documentation, and meet daily performance goals while adhering to company policies and guidelines. Skilled in multi-channel communication, cross-functional coordination, and Microsoft Office Suite (Word, Excel, Outlook), with a consistent track record of first-contact resolution and strong attention to detail.

Experienced in fast-paced, process-driven roles requiring precise record-keeping, professional phone communication, and the ability to multitask across multiple active cases simultaneously.

Customer Service Specialist at DoorDash (2023-01 – Present)

• Resolved 80+ urgent order and payment issues daily across multiple channels, maintaining a first-contact resolution rate of 88% while meeting daily performance goals in a fast-paced remote environment.
• Monitored live operational queues and maintained accurate system notes for each interaction, consistently achieving SLA adherence above 95%.
• Managed high-priority escalations with strong attention to detail and clear phone and written communication, sustaining a customer satisfaction (CSAT) score above 92% across 3,500+ monthly interactions.
• Partnered with logistics, payments, and engineering teams to diagnose and resolve service disruptions, reducing average resolution time by 15% through cross-functional collaboration.
• Identified 3 recurring operational failure patterns and proposed process changes in line with company policies, reducing repeat contact rate by 20%.

Customer Service Specialist at Airbnb (2021-03 – 2022-12)

• Handled 60+ cases per day across phone, chat, and email, maintaining accurate case documentation in Zendesk and reducing follow-up handling time by 10%.
• Resolved booking disputes and payment discrepancies with a 90%+ first-contact resolution rate, ensuring full compliance with company policies and guidelines.
• Triaged and de-escalated urgent customer escalations with professionalism and clear communication, achieving a 94% customer satisfaction rating.
• Delivered quality assurance (QA) feedback in bi-weekly sessions that contributed to a 12% improvement in team CSAT scores over two quarters.

Customer Support Associate at Amazon (2019-06 – 2021-02)

• Managed 70+ daily customer interactions covering order tracking, returns, refunds, and account troubleshooting via phone and chat, consistently meeting and exceeding daily performance goals.
• Exceeded KPI targets across all key metrics: 96% on-time response rate, 87% first-contact resolution, and a 4.6/5 customer satisfaction score.
• Maintained accuracy and quality standards during peak seasons (Prime Day, holiday), processing 2x normal volume without SLA breaches — demonstrating strong multitasking and attention to detail under pressure.
• Onboarded and mentored 5 new team members on customer service protocols, Microsoft Office Suite tools, and quality standards.

AS in Business Administration – Northern Virginia Community College