Murtessa F.

Key Skills

Freelancer Overview

Name: MURTESSA FEYERA BEYENE Addis Ababa, Ethiopia | +251 972455132 | [email protected] PROFESSIONAL SUMMARY ● Detail-oriented Customer Service Professional with over 4 years of front-line experience in retail banking and contact center operations. Expert in evaluating bank fee schedules, managing retention logic, and identifying fraud signal patterns with precision. Adept at calibrating communication tone between empathetic voice-calls and direct chat registers, ensuring high-quality user experiences. Passionate about leveraging banking compliance expertise to contribute to high-performance AI evaluation projects. CORE COMPETENCIES ● Banking Compliance: Regulation E timing windows, ERISA spousal-consent rules, and bank fee schedule evaluation. ● Customer Retention: Retention-offer eligibility verification and handling account closure requests with strategic judgment. ● Fraud Management: Fraud signal recognition, intake information capture, and professional warm-handoff procedures. ● Communication: Fluent in English (Good English Communication) with ability to adapt registers for different platforms. ● Technical Proficiency: Ability to test and grade responses for factual accuracy, tone, and empathy. PROFESSIONAL EXPERIENCE “Customer Service & Retention Specialist | [COMMERCIAL BANK OF ETHIOPIA] | 4 Years” ● Provided front-line support in a high-volume banking environment, consistently identifying and applying correct fee schedules to specific transactions. ● Applied comple