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  "basics": {
    "name": "Frew Endalekachew",
    "summary": "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.",
    "location": "Addis Ababa, Ethiopia"
  },
  "work": [
    {
      "company": "Cybersoft",
      "position": "Intern – Web Application Development",
      "startDate": "2019-12",
      "endDate": "2020-03",
      "highlights": [
        "Assisted in developing web applications using Visual Studio",
        "Participated in testing and debugging applications",
        "Supported technical documentation and basic troubleshooting tasks"
      ]
    },
    {
      "company": "Azermechatronics",
      "position": "Website Developer",
      "location": "Addis Ababa, Ethiopia",
      "startDate": "2021-05",
      "endDate": "2021-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Safetown Electromechanicals",
      "position": "IT Support & Website Developer",
      "location": "Addis Ababa, Ethiopia",
      "startDate": "2021-07",
      "endDate": "2021-08",
      "highlights": [
        "Assisted with IT support and website-related tasks",
        "Helped maintain and update the company website using WordPress",
        "Supported basic troubleshooting and technical issue reporting"
      ]
    },
    {
      "company": "International Foundation for Electoral Systems (IFES)",
      "position": "Call Center Operations Operator",
      "location": "Addis Ababa, Ethiopia",
      "startDate": "2021-05",
      "endDate": "2021-12",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "ISON Xperiences",
      "position": "Quality Analyst",
      "location": "Addis Ababa, Ethiopia",
      "startDate": "2022-03",
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      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Dilla University",
      "degree": "Bachelor's Degree",
      "field": "Electrical & Computer Engineering",
      "endDate": "2021"
    }
  ],
  "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"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Fluent"
    },
    {
      "language": "Amharic",
      "fluency": "Native"
    },
    {
      "language": "Afan Oromo",
      "fluency": "Fluent"
    }
  ],
  "certificates": [
    {
      "name": "HCNA Routing & Switching Certification",
      "issuer": "Huawei ICT Academy",
      "date": "2020-03"
    },
    {
      "name": "Customer Experience Advisor Training",
      "issuer": "Safaricom Ethiopia",
      "date": "2022-05"
    },
    {
      "name": "Frontline Leadership in Call Center Operations",
      "issuer": "ISON Xperiences & Safaricom Ethiopia",
      "date": "2022-12"
    },
    {
      "name": "Data Analysis Fundamentals",
      "issuer": "Udacity",
      "date": "2024-08"
    }
  ],
  "references": [
    {
      "name": "Tesema Chalchisa",
      "title": "Hr",
      "company": "ISON Xperiences",
      "email": "Tesema.Chalchisa@isonxperiences.com",
      "phone": "251 939281243"
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    "yearsOfExperience": 0,
    "seniority": "entry",
    "highestEducation": "Bachelor's"
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