Hilena Amare Tadesse
Amsterdam
Summary
Detail-oriented Client Support Specialist with experience in help desk support, technical troubleshooting, data analysis, and stakeholder engagement. Strong background in digital service optimization, ensuring seamless communication between users and technical teams. Adept at handling client inquiries, managing technical support workflows, and leveraging data for process improvements. Passionate about delivering user-centered solutions for humanitarian and social impact.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Help Desk Volunteer
Netherlands Red Cross
- Current
- Assist clients by resolving inquiries and ensuring smooth communication between service users and internal teams
- Provide technical support for digital humanitarian tools, troubleshooting user issues efficiently
- Analyze user feedback and data trends to identify areas for service improvement
Project Manager(Volunteer)
Platform for Migration and Integration (P4Mi)
01.2024 - Current
- Lead cross-functional teams to deliver client-focused services for migrant communities
- Oversee project coordination and stakeholder engagement, ensuring seamless implementation of initiatives
MEL Officer & Project Coordinator
Non-State Actors Coalition (NSAC)
01.2020 - 01.2021
- Managed monitoring, evaluation, and learning (MEL) processes, ensuring data-driven decision-making
- Designed digital reporting systems using Excel, Tableau, and SQL to optimize data tracking
Intern
UNESCO
01.2018 - 01.2019
- Provided data analysis and reporting support for international education initiatives
- Assisted in preparing and distributing communication and advocacy materials
Education
Business Data Analytics -
Ironhack
Amsterdam (online) 01.2024 - 12.2024
MSc - Management of Development (Rural Development & Food Security)
Van Hall Larenstein University
01.2021 - 12.2023
BA - Sociology and Social Anthropology
Addis Ababa University
01.2008 - 12.2011
Skills
Client Support & Help Desk Assistance
Timeline
Project Manager(Volunteer)
Platform for Migration and Integration (P4Mi)
01.2024 - Current
Business Data Analytics -
Ironhack
01.2024 - 12.2024
MSc - Management of Development (Rural Development & Food Security)
Van Hall Larenstein University
01.2021 - 12.2023
MEL Officer & Project Coordinator
Non-State Actors Coalition (NSAC)
01.2020 - 01.2021
Intern
UNESCO
01.2018 - 01.2019
BA - Sociology and Social Anthropology
Addis Ababa University
01.2008 - 12.2011
Help Desk Volunteer
Netherlands Red Cross
- Current
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