Agenchw Nega
eLearning Training and Consultancy
IT professional with expertise in e-learning, simulation technologies, REDCap, database administration, system administration, and business application development. Experienced in leading ICT infrastructure and cybersecurity initiatives at Bahir Dar University and serving as Simulation/IT Manager for the Impact Africa Project, delivering secure, innovative, and scalable digital solutions for education, research, and institutional operations.
0
Language
0
Skills
Work Experience
Customer Operations Team Leader
Vodafone
Sep 2021 — PresentCurrentNewbury, UK
- Lead team of 12 customer service advisors handling 800+ daily customer contacts across phone, chat, and email
- Improved team CSAT score from 78% to 92% through targeted coaching and quality frameworks
- Reduced average handle time by 22% while maintaining first-contact resolution above 85%
- Identified and implemented process improvements saving 15 hours of team capacity per week
Senior Customer Advisor
Sky
Mar 2019 — Aug 2021Livingston, UK
- Consistently ranked in top 5% of advisors for customer satisfaction and sales conversion
- Mentored 6 new starters through probation period with 100% retention rate
- Resolved complex escalations maintaining 95% customer retention on cancellation calls
Skills
Team SupervisionPerformance ManagementShift PlanningTraining & OnboardingConflict ResolutionKPI MonitoringReportingProcess Improvement
Education
HND Business Management, Business Management
Edinburgh College
Languages
English
Native