BUTINAH User

At Ethio telecom, I support telebirr customers with accounts, transactions, payments, financial services, credit services, and digital-service inquiries.

Promoted from Contact Center Adviser to Mobile Money Contact Center Specialist, I handle approximately 130–150 customer interactions daily while meeting KPIs and quality-assurance standards. I investigate transaction issues, coordinate payment reversals, manage complaints and escalations, and create technical troubleshooting tickets for follow-up.

Earlier, I provided high-volume support for telecommunications products, including SIM and mobile-account services, PIN and PUK support, landline and broadband/Wi-Fi issues, and value-added services.

I use CRM, Avaya, and IPCC systems to manage cases and service requests, and provide clear, professional support in Amharic and English. I handle sensitive customer and financial information with accuracy, confidentiality, active listening, and practical problem-solving.