Jabesa Adare
Addis Ababa
Summary
Results-driven Quality Assurance Coordinator with expertise in implementing quality protocols and enhancing processes. Proven track record in problem-solving, collaboration, and training staff to ensure compliance and customer satisfaction. Detail-oriented professional with extensive experience in quality assurance and customer service. Skilled in training development and process improvement, contributing to enhanced team performance and operational efficiency. Committed to driving quality initiatives that elevate customer satisfaction.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Quality Assurance Coordinator
Ethiotelecom
Addis Ababa
06.2021 - Current
- Participated in design reviews to provide input on aspects related to Quality Assurance requirements.
- Collaborated with engineering teams on the development of new products or processes in order to ensure compliance with established standards.
- Ensured that all products meet established company quality standards prior to release.
- Implemented preventive measures designed to minimize defects or other problems during production operations.
Point of sale marketing
Ethiotelecom
Addis Ababa
04.2019 - Current
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
Retention and Loyalty Advisor
Ethiotelecom
Addis Ababa
11.2015 - Current
- Analyzed customer feedback to recommend service enhancements.
- Answered inquiries from customers regarding investments.
- Referred to tests, records and interviews to evaluate students' or individuals' abilities and interests.
Contact center Advisor
Ethiotelecom
Addis Ababa
07.2013 - Current
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Maintained strong call control and quickly worked through scripts to address problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Education
MBA - Masters of Business Administration
Rift Valley University
Gotera07-2019
Bachelor of Arts - Management
Wollega University
Nekemte06-2012
Skills
- Quality assurance
- Team collaboration
- Customer service
- Effective communication
- Customer focus
- Quality management systems
- Quality tools
- Quality training
- Customer satisfaction
- Problem-solving aptitude
- Reliability
- Change management
Languages
English
Proficient (C2)
C2
Amharic
Proficient (C2)
C2
Oromifa
Native
Native
Certification
Entrepreneur mindset,Entrepreneur skills.and Financial education modules conducted from April 12 to April 21,2022 by STEMpower in collaboration with VISA,
Timeline
Quality Assurance Coordinator
Ethiotelecom
06.2021 - Current
Point of sale marketing
Ethiotelecom
04.2019 - Current
Retention and Loyalty Advisor
Ethiotelecom
11.2015 - Current
Contact center Advisor
Ethiotelecom
07.2013 - Current
MBA - Masters of Business Administration
Rift Valley University
Bachelor of Arts - Management
Wollega University