Yonathan Genet

Customer-focused professional and Computer Science student at the University of Maryland with 3+ years of experience delivering high-quality service across remote, retail, and in-person environments. Proven track record in first-contact resolution, de-escalation, CRM documentation, and virtual communication. Adept at managing high-volume inquiries with professionalism, accuracy, and empathy. Fluent in English and Amharic. Available for evening and weekend shifts with a reliable remote setup.

Remote Customer Service Representative at Online Booking & Reservations Company (2023-06 – 2025-08)

• Managed 40–60 inbound customer inquiries per shift via phone, email, and live chat — handling reservations, account changes, cancellations, and billing questions with consistent first-contact resolution.
• Maintained accurate customer records and interaction logs using CRM platforms, ensuring full documentation of issues, resolutions, and follow-up actions for quality assurance review.
• Resolved customer complaints and escalations with professionalism and empathy, consistently achieving positive satisfaction feedback across scored interactions.
• Operated independently in a fully remote environment, maintaining strong schedule adherence and meeting all KPIs including AHT, FCR, and quality assurance benchmarks.
• Communicated clearly across multilingual customer interactions, leveraging fluency in English and Amharic to reduce miscommunication and improve resolution speed.

Sales & Customer Experience Associate at Everlast Car Dealership (2025-08 – Present)

• Guide customers through the full vehicle selection process — assessing needs, presenting options, and explaining financing terms — maintaining a customer-first approach in every interaction.
• Build lasting client relationships through transparent communication, active listening, and consistent follow-through — contributing to repeat and referral business.
• Handle objections and negotiate pricing professionally in a high-stakes, fast-paced sales environment — developing strong persuasion and conflict resolution skills.

Client Support & Care Assistant at Inova Behavioral Health (2024-12 – 2025-10)

• Supported clients in a behavioral health setting — providing calm, respectful, and empathetic communication in sensitive and high-pressure situations requiring strong emotional intelligence.
• Assisted in maintaining a structured, supportive care environment, reinforcing de-escalation techniques and professional boundary management in daily interactions.
• Developed advanced patience, active listening, and interpersonal communication skills directly transferable to high-empathy remote customer service environments.

Customer Service & Operations Assistant at Asekalech Ethiopian Cuisine (2022-08 – 2023-07)

• Delivered attentive, high-quality customer service in a fast-paced dining environment, managing orders, resolving complaints on the spot, and maintaining a high satisfaction rate.
• Coordinated with team members to ensure efficient service flow, inventory accuracy, and consistent operational standards during peak hours.

Bachelor's Degree in Computer Science – University of Maryland (2025)

Associate's Degree – Montgomery College (2023 – 2025)