HUSSEN ABDURAHMAN ABDULAHI
Nazrēt
Summary
Dynamic Customer Service Quality Assurance Supervisor at ethiotelecom with a proven track record in performance evaluation and procedural design. Expert in enhancing customer satisfaction through effective problem-solving and team collaboration. Skilled in data analysis, driving quality improvements, and implementing agile best practices to streamline operations and exceed service expectations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
MEAL Led- Volunteer
CAYO- Concerned African Youth Organization
Addis Ababa, AA
11.2022 - Current
- Used strong interpersonal communication skills to convey information to others.
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Communicated with staff members to stay informed about volunteer opportunities and events.
- Coordinated with different service providers to meet clients' individual needs.
Customer Service Quality Assurance Supervisor
ethiotelecom
Addis Ababa
10.2021 - 04.2025
- Monitored and evaluated employees performance to ensure compliance with quality requirements.
- Coordinated with cross-functional teams to address quality issues and implement corrective actions.
- Managed customer complaints, coordinating investigations, and ensuring effective resolutions.
- Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
- Collaborated with other departments to resolve issues related to service quality.
- Updated and maintained the Quality Management System documentation to reflect current practices and regulatory changes.
Office and Business Managing
Safa Group Company
Addis Ababa, AA
04.2025 - Current
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment..
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
Customer Service Quality Assurance Analyst
ethiotelecom
Addis Ababa
01.2017 - 12.2021
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Recording details of inquiries complaints or comments as well as actions taken.
- Interpret and communicate work procedures and company policies to staff.
- Assure the quality of service delivering to the customers.
- Guide and train to fill observed Gaps.
- Evaluate team Daily performance to achieve the company goals.
- Monitoring Customer satisfaction by analyzing incoming and outgoing call quality Monitoring.
- Checking Social media/ Digital customer care like Facebook, Twitter/X Telegram, linkde and webchat to assure quality Service Delivering to customers.
- Design Procedures to simplify Business over flows.
- Give feedback.
- Refreshment for improvement Areas.
- Assuring to maintain the Customer satisfaction to achieve customer expectation.
- Checking Quality of Customer profile.
- Assure accuracy of Trouble ticket create by Call center.
- Investigated customer complaints regarding product quality.
Contact Center Advisor
ethiotelecom
Addis Ababa
01.2015 - 12.2017
- Complete forms in accordance with company procedures. Use monodisciplinary tools and equipment such as a computer.
- Handling customer complaint send report through hierarchy to serve the customer ls as kings/queens to achieve the company Commercial and Financial goals.
- Serving for customer as which is The reason of existing of the company.
Education
MBA - Business Administration
Rift Valley University
Addis Ababa01.2019
Bachelor of Arts - Public Administration and Development
Dire Dawa University
Dire dawa06.2014
Skills
- Performance reviewing
- Business development
- Customer service
- Spreadsheet building and data analysis
- Coaching
- Performance evaluation
- Procedural design
- Social media monitoring
- Team collaboration
- Problem solving
- Analytical thinking
- Analytical skills
- Peer relationships
- Multitasking Abilities
- Problem-solving aptitude
- Agile best practices
Certification
- Advanced Excel - Addis Ababa University School of Commerce
- Customer Service Fundamentals - Watson Training Center
- Quality Assurance and Monitoring - Telecom Excellency
- Communication for Positive Impact - Telecom Excellency
- Coaching Best Customer Experience - Telecom Excellency
- Induction of Customer Service - Telecom Excellency
- Social Media Customer Care Strategies - I-capital
- Customer Complaint as Gift - Telecom Excellency
- Project Management - Watson Training Center
- Finding The Root Causes - Telecom Excellency
- Customer Service Fundamentals - Watson
- Fundamentals of Data Science - Udacity
- SPSS - CISCO
Accomplishments
- Certified Best Performer in Customer Quality Assurance Section, 2024
- Certified Best Performer in Customer Quality Assurance Section, 2017
Languages
English: Conversational
Arabic: Advanced
Amharic: Conversational
Oromiffaa: Conversational
Somali: Native speaker
Training
- Fundamentals of Data Science
- Coaching Best Customer Experience
- Quality Assurance and Monitoring
- Communication for Positive Impact
- Advanced Excel
- SPSS
- Induction of Customer Service
- Social Media Customer Care Strategies
- Customer Complaint as Gift
- Finding The Root Causes
- Customer Centric Culture
- Fundamentals of Customer Service
Skills
- Teamwork
- Problem-solving
- Adaptability
- Emotional intelligence
- Communication
- Data analysis
Timeline
Office and Business Managing
Safa Group Company
04.2025 - Current
MEAL Led- Volunteer
CAYO- Concerned African Youth Organization
11.2022 - Current
Customer Service Quality Assurance Supervisor
ethiotelecom
10.2021 - 04.2025
Customer Service Quality Assurance Analyst
ethiotelecom
01.2017 - 12.2021
Contact Center Advisor
ethiotelecom
01.2015 - 12.2017
MBA - Business Administration
Rift Valley University
Bachelor of Arts - Public Administration and Development
Dire Dawa University
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