Yebegaeshet Nahusenay

Improved operational efficiency by 30% through vendor management, resulting in streamlined core banking processes and increased overall productivity.
Reduced system downtime by 20% through proactive risk management strategies, resulting in increased operational efficiency and cost savings.
Implemented streamlined processes, leading to a 30% reduction in system support ticket resolution time, improving overall efficiency and customer service levels.

• Improved operational efficiency by 30% through vendor management, resulting in streamlined core banking
  processes and increased overall productivity.
• Reduced system downtime by 20% through proactive risk management strategies, resulting in increased operational efficiency and cost savings.
• Implemented streamlined processes, leading to a 30% reduction in system support ticket resolution time, improving overall efficiency and customer service levels.

Revamped communication protocols, leading to a 15% decrease in average resolution time, enhancing team efficiency, and delivering faster support to 8000+ end users.
Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards.

• Revamped communication protocols, leading to a 15% decrease in average resolution time, enhancing team efficiency, and delivering faster support to 8000+ end users.
• Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards

• Trained and mentored new customer service agents in airline procedures and customer service best practices
• Implemented a new customer service training program, resulting in a 20% increase in customer satisfaction scores, and ultimately improving customer service quality and customer retention.

Trained and mentored new customer service agents in airline procedures and customer service best practices.
Implemented a new customer service training program, resulting in a 20% increase in customer satisfaction scores and ultimately improving customer service quality and customer retention.

Reduced customer service response time by 60% by implementing new communication protocols and leveraging technology, resulting in improved customer satisfaction and loyalty.
Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards.

• Reduced customer service response time by 60% by implementing new communication protocols and leveraging technology, resulting in improved customer satisfaction and loyalty.
• Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards

Core banking Version Upgrading and Module preparation.
Configuration and amend NBE directive procedures.
UAT preparation and end-user support on Patch deployments.
Supporting and handling Guarantee, Loan, Deposit, and MTO Products related to core banking System.
Documented customer support processes and procedures, resulting in a 40% reduction in customer support errors.

• Core banking Version Upgrading and Module preparation. Configuration and amend NBE directive procedures.
• UAT preparation and end-user support on Patch deployments.
• Supporting and handling Guarantee, Loan, Deposit, and MTO Products related to the core banking System.
• Documented customer support processes and procedures, resulting in a 40% reduction in customer support errors

Responsibilities for configuring, installing, and maintaining network hardware and software, monitoring network performance, and troubleshooting network issues.

• Responsibilities for configuring, installing, and maintaining network hardware and software, monitoring network performance, and troubleshooting network issues.

Oversaw evaluating vendor proposals, negotiating contracts, and managing vendor relationships to ensure the bank receives high-quality and cost-effective solutions.

Oversaw evaluating vendor proposals, negotiating contracts, and managing vendor relationships to ensure the bank receives high-quality and cost-effective solutions.

Troubleshooting IT issues, answering technical questions, and guiding using IT systems and software effectively.

• Troubleshooting IT issues, answering technical questions, and guiding using IT systems and software effectively.

Delivering engaging and interactive lessons using a variety of teaching methods and technologies to accommodate different learning styles.
Including lectures, demonstrations, hands-on activities, and multimedia presentations.

• Delivering engaging and interactive lessons using a variety of teaching methods and technologies to accommodate different learning styles,
• Including lectures, demonstrations, hands-on activities, and multimedia presentations

Provide technical assistance and support to staff and beneficiaries in using IT tools and resources effectively.
Troubleshoot hardware and software issues, including computers, printers, and network connectivity.
Install, configure, and maintain IT equipment and software to ensure smooth operation.

• Provide technical assistance and support to staff and beneficiaries in using IT tools and resources effectively.
• Troubleshoot hardware and software issues, including computers, printers, and network connectivity.
• Install, configure, and maintain IT equipment and software to ensure smooth operation.