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    "name": "Agenchw Nega",
    "label": "eLearning Training and Consultancy",
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    "summary": "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.",
    "location": "Bahir Dar, Ethiopian",
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        "username": "agenchw",
        "url": "https://linkedin.com/in/agenchw"
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      "company": "Vodafone",
      "position": "Customer Operations Team Leader",
      "location": "Newbury, UK",
      "startDate": "2021-09",
      "current": true,
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Sky",
      "position": "Senior Customer Advisor",
      "location": "Livingston, UK",
      "startDate": "2019-03",
      "endDate": "2021-08",
      "highlights": [
        "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"
      ]
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  "education": [
    {
      "institution": "Edinburgh College",
      "degree": "HND Business Management",
      "field": "Business Management",
      "startDate": "2015",
      "endDate": "2019",
      "score": "Merit"
    }
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    "Shift Planning",
    "Training & Onboarding",
    "Conflict Resolution",
    "KPI Monitoring",
    "Reporting",
    "Process Improvement"
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  "languages": [
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      "language": "English",
      "fluency": "Native"
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    "yearsOfExperience": 0,
    "seniority": "mid",
    "highestEducation": "Bachelor's"
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