Nigist Eshetu
London,United Kingdom
Summary
Customer service professional with more than six years of experience in telecom sector starting from Call center Advisor to back-office Activation and provision specialist to Fixed line designer. Resolving customer requests with strong communication skills and with company-based product knowledge. communicating via email based on company hierarchy to solve customer problems and build customers trust by checking whether their request is done or not.
Overview
11
11
years of professional experience
Work history
Warehouse operative
Gist Ltd
London
01.2025 - 11.2025
Bar back
Mandarin Oriental
London
01.2024 - 11.2025
Bar back
Lita bar and restaurant
London
01.2024 - 11.2025
Activation and Provision Advisor
Ethio Telecom
Addis Ababa
01.2020 - 01.2021
- Checked customer profiles for proper registration and handled sensitive fraud-related issues.
- Answering VIP customer questions about Broadband internet, mobile internet packages and type of contract.
- Activated SIM cards and resolved complaints about blocked SIMs by verifying payment status.
- Solved excessive payment problems caused by system errors.
- Communicated with company Managers about inactive SIM cards due to various reasons such as payment issues, fraud, excessive payment, and system problems.
Activation and Provision Advisor
Ethio Telecom
Addis Ababa
01.2020 - 01.2021
- Checked customer profiles for proper registration and handled sensitive fraud-related issues.
- Answering VIP customer questions about Broadband internet, mobile internet packages and type of contract.
- Activated SIM cards and resolved complaints about blocked SIMs by verifying payment status.
- Solved excessive payment problems caused by system errors.
- Communicated with company Managers about inactive SIM cards due to various reasons such as payment issues, fraud, excessive payment, and system problems.
Fixed Line Designer
Ethio Telecom
Addis Ababa
01.2018 - 01.2020
- Worked on projects involving existing cable repairs and new implementations to expand Ethio Telecom services across Ethiopia.
- Designed broadband cable design for new construction sites, buildings, and villages using AutoCAD, considering cost and city infrastructure.
Fixed Line Designer
Ethio Telecom
Addis Ababa
01.2018 - 01.2020
- Worked on projects involving existing cable repairs and new implementations to expand Ethio Telecom services across Ethiopia.
- Designed broadband cable design for new construction sites, buildings, and villages using AutoCAD, considering cost and city infrastructure.
Customer Service Advisor
Ethio Telecom
Addis Ababa
01.2015 - 01.2018
- Assisted customers with inquiries through inbound and outbound calls.
- Received complaints about bill payment options, mobile data services, fixed broadband, roaming services, calls, SMS, and CRBT.
- Built customer interest in company services and products.
- Updated customer information in the computer system.
- Arranged dispatch of products and information packages to clients.
- Followed up on client calls with clerical duties, including faxing, paperwork, and credit checks.
Customer Service Advisor
Ethio Telecom
Addis Ababa
01.2015 - 01.2018
- Assisted customers with inquiries through inbound and outbound calls.
- Received complaints about bill payment options, mobile data services, fixed broadband, roaming services, calls, SMS, and CRBT.
- Built customer interest in company services and products.
- Updated customer information in the computer system.
- Arranged dispatch of products and information packages to clients.
- Followed up on client calls with clerical duties, including faxing, paperwork, and credit checks.
Education
Level 4 Certificate - Computing skills for the workplace
University of Wales Trinity Saint David
London, United Kingdom 10.2024 - 09.2025
BSC - Applied Computing
University of Wales Trinity Saint David
London, United Kingdom 10.2024 -
MSc - Business Administration
Leadstar College of Management and Leadership
Addis Abeba, EthiopiaBachelor of Science - Computer Science
Bahir Dar University
EthiopiaSkills
- Customer Service
- Communication
- Active listening
- Team management
- Time management
- CRM
- POS system
- Email and chat support
- Data Entry and Record Management
- Call handling
- Problem-solving
- Data analysis
Language Skill
Amharic: Listening - excellent, Speaking - excellent, Writing - Excellent, Reading - excellent
English: Listening - V good, Speaking - V good, Writing - V Good, Reading - V good
ADDITIONAL EXPERIENCE
- Gist Ltd, London Warehouse 2025
- 5 salive,london Bar 2025
- KOYN Restaurants, Bar 2025
- Mandarin Oriental,London waitress 2024
- Lita bar and restaurant, London Bar 2024
Timeline
Warehouse operative
Gist Ltd
01.2025 - 11.2025
Level 4 Certificate - Computing skills for the workplace
University of Wales Trinity Saint David
10.2024 - 09.2025
BSC - Applied Computing
University of Wales Trinity Saint David
10.2024 -
Bar back
Mandarin Oriental
01.2024 - 11.2025
Bar back
Lita bar and restaurant
01.2024 - 11.2025
Activation and Provision Advisor
Ethio Telecom
01.2020 - 01.2021
Activation and Provision Advisor
Ethio Telecom
01.2020 - 01.2021
Fixed Line Designer
Ethio Telecom
01.2018 - 01.2020
Fixed Line Designer
Ethio Telecom
01.2018 - 01.2020
Customer Service Advisor
Ethio Telecom
01.2015 - 01.2018
Customer Service Advisor
Ethio Telecom
01.2015 - 01.2018
MSc - Business Administration
Leadstar College of Management and Leadership
Bachelor of Science - Computer Science
Bahir Dar University