Hibest Eshetu

I’m a customer service and customer experience professional with a data-driven approach to service analysis, rooted in hospitality. I use CRM systems to resolve complex client inquiries, track interactions, and surface recurring service bottlenecks.

In my current role as a Customer Experience Analyst, I analyze user feedback data to generate insights that improve service quality and operational consistency. I also maintain strict adherence to Service Level Agreements (SLAs), ensuring timely responses and high satisfaction scores.

I collaborate with cross-functional teams to streamline communication workflows and reduce average resolution time. I’m especially interested in integrating AI technologies into operational workflows to drive client success and make service operations more proactive.

Previously, as a Guest Relations Specialist, I managed high-volume service inquiries for an international clientele. I resolved escalations through professional negotiation and conflict resolution techniques, and I used hospitality management software to keep accurate guest data, documentation, and operational records.