Frew Endalekachew

Electrical and Computer Engineering graduate with experience in quality analysis, customer operations, reporting, and IT support. Currently working as a Quality Analyst at ISON Xperiences, supporting service quality monitoring, performance reporting, and coaching operations. Familiar with telecom products, CRM systems, and customer support environments. Interested in building a career in telecom systems and BSS operations.

[email protected] +251 922 597 747 Addis Ababa, Ethiopia
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Languages
0
Skills
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Certifications
Work Experience
Intern – Web Application Development
Cybersoft
Dec 2019 — Mar 2020
  • Assisted in developing web applications using Visual Studio
  • Participated in testing and debugging applications
  • Supported technical documentation and basic troubleshooting tasks
Website Developer
Azermechatronics
May 2021 — Jun 2021Addis Ababa, Ethiopia
  • Assisted in developing and updating the company website using WordPress
  • Supported website testing and responsive design improvements
  • Worked with the team on technical updates and fixes
IT Support & Website Developer
Safetown Electromechanicals
Jul 2021 — Aug 2021Addis Ababa, Ethiopia
  • Assisted with IT support and website-related tasks
  • Helped maintain and update the company website using WordPress
  • Supported basic troubleshooting and technical issue reporting
Call Center Operations Operator
International Foundation for Electoral Systems (IFES)
May 2021 — Dec 2021Addis Ababa, Ethiopia
  • Handled customer cases and supported issue resolution processes
  • Coordinated communication between teams and departments
  • Maintained operational reports and updated records
  • Worked under high-volume conditions while maintaining accuracy and professionalism
Quality Analyst
ISON Xperiences
Mar 2022 — PresentCurrentAddis Ababa, Ethiopia
  • Monitor and review customer interactions based on quality standards and company guidelines
  • Prepare daily and monthly quality reports for supervisors and operations teams
  • Support calibration sessions to maintain scoring consistency across teams
  • Provide feedback and coaching support to agents to improve service quality
  • Track recurring customer issues and escalate them when necessary
  • Work closely with team leaders and operations staff to improve customer experience performance
  • Support quality monitoring for telecom-related services and customer support operations
Skills
Quality monitoring and analysis Reporting and documentation Customer experience support Root cause identification CRM systems management Problem solving strategies Call center operations Coaching and feedback techniques Microsoft Office proficiency Team collaboration skills Quality monitoring tools expertise WordPress management
Education
Bachelor's Degree, Electrical & Computer Engineering
Dilla University
Certificates
HCNA Routing & Switching Certification
Huawei ICT Academy
Mar 2020
Customer Experience Advisor Training
Safaricom Ethiopia
May 2022
Frontline Leadership in Call Center Operations
ISON Xperiences & Safaricom Ethiopia
Dec 2022
Data Analysis Fundamentals
Udacity
Aug 2024
References
Tesema Chalchisa
Hr · ISON Xperiences
[email protected] · 251 939281243
Languages
English
Fluent
Amharic
Native
Afan Oromo
Fluent
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