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    "name": "Heran Taddese",
    "label": "Account Manager & Client Relations Specialist",
    "summary": "High-performing Account Manager & Client Support Specialist with a strong balance of international customer service experience from CCI Ethiopia and end-to-end logistics operations management at Best Movers USA. Highly skilled at building long-term trust, managing all company data systems in Google Sheets, and driving sales outreach from initial cold call to client conversion and retention. Thrives in fast-paced, high-pressure setups, proven by handling up to 5 live client chats at once while hitting a 96% KPI average and ~100% QA score. Combines specialized training in customer support and freight dispatching with a B.Sc. in Architecture, bringing sharp analytical thinking, strict data accuracy, and practical problem-solving to global team operations.",
    "location": "Addis Ababa, Ethiopia"
  },
  "work": [
    {
      "company": "Best Movers USA",
      "position": "Account Manager & Client Relations Lead",
      "location": "MD, USA",
      "startDate": "2026-05",
      "current": true,
      "highlights": [
        "Designed and maintained master Google Sheets to manage all company data, tracking clients, onboarding carriers, organizing dispatcher preferences and experience, and keeping employee floor schedules clear and transparent",
        "Served as the main face of the company, building personal trust with existing carriers so they feel prioritized, resolving internal disputes between dispatchers and clients, and keeping team floor operations running smoothly",
        "Managed cold calling, marketing pitches, and carrier outreach, successfully converting 45 active leads into booking carriers through remarketing, reassigning, and using different approaches to generate consistent revenue, while researching and testing new marketing approaches to overcome acquisition bottlenecks",
        "Drafted official business presentations, reports, and partnership proposals for brokerages and potential company partners to expand company reach",
        "Acted as a dedicated line of support for active carriers, conducting proactive check-ins to fix operational roadblocks, collect feedback, and increase overall satisfaction",
        "Worked directly within US time zones, delivering real-time responses and solving time-sensitive logistics challenges as they happened"
      ]
    },
    {
      "company": "CCI Ethiopia (ClassPass)",
      "position": "Customer Support / SDR Agent",
      "location": "USA",
      "startDate": "2025-08",
      "endDate": "2026-02",
      "highlights": [
        "Handled 3 to 5 live support chats simultaneously under high pressure without compromising quality, speed, or accuracy",
        "Achieved a consistent 96% average KPI rating and reached near 100% QA scores during final months through clear and precise communication",
        "Assisted Spanish and other non-English speaking clients via chat and text using digital translation tools to resolve complex account and service queries",
        "Processed account updates, billing requests, and customer complaints while keeping CRM records 100% accurate and organized",
        "Gathered recurring client feedback and shared insights with team supervisors to refine support procedures and chat workflows"
      ]
    }
  ],
  "education": [
    {
      "institution": "Wallaga University",
      "degree": "Bachelor of Science",
      "field": "Architecture",
      "startDate": "2021",
      "endDate": "2025",
      "score": "3.2"
    }
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  "skills": [
    "Google Sheets",
    "CRM Software",
    "Zendesk",
    "Stripe",
    "Slack",
    "MS Excel",
    "MS PowerPoint",
    "MS Office Suite",
    "Zoom",
    "Email",
    "Cross-Cultural Communication",
    "Time Management",
    "Presentation Skills",
    "Problem-Solving under Pressure",
    "Account Management",
    "Negotiation Skills",
    "Conflict Resolution",
    "Client Onboarding",
    "Client Relationship Management",
    "Client Retention",
    "Sales Strategy",
    "Lead Generation",
    "Market Research",
    "Customer Journey Mapping",
    "Customer Feedback Analysis",
    "Marketing",
    "Multi-Channel Support",
    "De-escalation",
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    "MS PPT"
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  "languages": [
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      "language": "English",
      "fluency": "Fluent"
    },
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      "language": "Amharic",
      "fluency": "Native"
    },
    {
      "language": "Afan Oromo",
      "fluency": "Fluent"
    }
  ],
  "certificates": [
    {
      "name": "Certified Customer Service & Support Training",
      "issuer": "CCI"
    },
    {
      "name": "Freight Dispatching & Marketing Training",
      "issuer": "Best Movers"
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