Endalkachew Girma Alemu

• Delivered tailored training programs to empower ICT service and maintenance partners across multiple countries.
• Led adoption of Huawei digital platforms including O3 Work Studio and PSD, increasing user engagement by 60%.
• Established quarterly review processes (QBRs) and business plans (BPs) for strategic alignment and ecosystem expansion.
• Built a network of certified ICT partners (AICC and ASC), enhancing regional service coverage and delivery capabilities.

• Implemented strategies to increase customer service satisfaction ratings.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Resolved customer complaints in professional and timely manner.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs.

• Developed training materials and delivered onboarding sessions for banks and microfinance institutions.
• Drafted key operational policies submitted to the National Bank of Ethiopia for licensing and compliance.
• Coordinated rollout of digital savings/lending products by managing system training and UAT.
• Improved client support workflows and ensured seamless integration of new partners and agents.

• Oversaw daily operations of DFI outlets.
• Ensured accurate and efficient transaction processing.
• Managed outlet staff, provided training and support.
• Addressed customer feedback promptly.
• Implemented regulatory compliance policies and procedures.
• Collaborated with other departments to align strategies.
• Prepared performance reports and recommended improvements.

• Managed full shop operations, reconciled cash flows, and ensured inventory and service compliance.
• Led the team to achieve 120% of monthly sales targets through community outreach and brand positioning.
• Developed operational controls and audit routines to strengthen internal compliance and customer satisfaction.

• Taught Computer Science and Informatics courses under the TVET program.
• Developed training and teaching materials (TTLM) and conducted ICT-related research.

• Onboarded and trained Amole agents & merchants in compliance with NBE guidelines.
• Conducted performance monitoring, support visits, and KPI reporting.

• Managed wholesale distribution of Ethio Telecom EVD airtime in assigned locations.

• Collected field data using KOBO toolbox as part of the Better Migration Management (BMM) project.