Binna Megera

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Developed customized account plans for clients to help them achieve their business goals.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Negotiated contract terms with clients, securing favorable agreements for both parties.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Improved overall team productivity by implementing best practices in organization and time management.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Conceptualize, evaluate, and structure new business opportunities linked to the arrival of micro grid-
  power in a way that maximizes profit of the mini-grid business model.
• Learn existing - and support development of new - value propositions.
• Identify specific productive use customers.
• Engage and sell customers on the equipment and value proposition.
• Track and regularly report on progress within each campaign.
• Support with managing procurement and installation activities on the ground.

1. Customer Application and Acquisition:

• Coordinating customer application and Customer Acquisition trips to find potential customers.
• Identifying, recruiting, training and supporting setting up the local agent candidates activities.
• Proper cash management and money reconciliation with accounts department.
• Conducting customer signups through selling POWERGEN business model.
• Ensure appropriate documentation and customer data integrity.
  2. Demand Stimulation:
• Research clients and suppliers base to find new opportunities for sales
• Design markets tools/research approaches to identify customer needs.
  
• Develop suitable sales models for customer segments.
• Prepare analysis of the customer data both Qualitative data and Quantitative data.
• Formulate framework to identify most promising load growth options and make recommendation.
• Develop profitable partnerships with potential external parties and stakeholders.
• Effectively customer payments follow-up, engaging the local channels such as local agents, technicians and security.
• Resolve credit disputes with customers.
  3. Customer and Grids Management:
• Training local agents and technicians on handling technical faults and troubleshoots
• Overseeing the Grids performance in terms of average revenue per customer, customer satisfaction and general Grid performance.
• Monitor site performance of commercial activities using company’s key metrics.
• Present professional, confident and enthusiastic image that develops trusting relationship with customers.
• Coordinate and leading other teams to look for the solutions i.e. Operations & Maintenance team and
  Customer Engagement.

• Supervising and training site surveyors as per Powergen modules.
• Providing post installation customer services
• Gathering information on current micro-grid issues and creating tickets for operation and maintenance
  team.
• Close follow ups on all issues with customers and ensure the case is resolved.
• Assisting data gathering on the performance and customer behavior.
• Working with local/village leaders, government officials and other partners to improve current
  operations at existing micro-grids.
• Tracking KPIs and preparing reports for the management.
• Coordinating logistic for field work. Liaising with government officials to obtain necessary permits and all compliances for micro-grid
  installation.

• Assisting customers by solving their problems over the phone including solar systems troubleshooting
• Escalate all unresolved issues to the proper unit for further assistance
• Resolve or escalate customer and agent issues and requests correctly
• Handle inbound and outbound calls promptly and efficiently
• Up-selling by recognizing opportunities from customers and explain new features and additional services

I became the best customer service provider for three months consecutively while working in this position.