Tsion Tita

Coordinated over 25 cross-border deliverables across 5 countries, ensuring 100% on-time submission and compliance with UNICEF and donor requirements.

Led stakeholder engagement and virtual coordination with 30+ partner organizations and government agencies, enhancing collaboration and project cohesion.

Streamlined donor reporting processes by reducing report preparation time by 40%, introducing automated tracking tools and standardized templates.

Represented the program in 20+ high-level virtual meetings, delivering succinct briefings and converting regional data into actionable recommendations.

Provided operational and strategic support to 5 international project leads, managing calendars and donor communications to meet tight funding deadlines.

Optimized program workflows, resulting in a 30% improvement in team response time to partner inquiries and reporting requests.

Scheduled and executed 15+ program events and workshops, including training sessions and bilateral stakeholder reviews.

Oversaw technology use across program operations, supporting 100% uptime for remote collaboration tools like Zoom, Teams, and Trello.

Created and maintained a digital archive of 100+ project documents, reports, and presentations to ensure accessibility and audit-readiness.

Developed and implemented LinkedIn content strategy, increasing program visibility by 60% through targeted storytelling and milestone highlights.

Led and co-facilitated 4 multi-country socio-economic studies, generating data used to inform strategic planning for water utilities serving over 1 million people.

Designed and delivered training programs for 50+ enumerators and survey supervisors, ensuring quality control and accuracy across data collection efforts.

Executed and analyzed service delivery perception surveys across 4 countries, identifying key service gaps and community expectations.

Developed the first-ever Customer Relationship Management (CRM) Plan for targeted water utilities, improving customer service workflows and stakeholder responsiveness.

Successfully introduced CRM frameworks to 10+ public water utilities, enhancing customer tracking, complaint resolution, and satisfaction measurement.

Trained, coached, and mentored 30+ Customer Service Officers (CSOs), resulting in a 25% improvement in customer engagement and satisfaction ratings.

Collected and analyzed customer feedback from 5,000+ households, translating insights into actionable strategies that improved customer experience and reduced service complaints by 40%.

Delivered clear, culturally contextual information about utility services, promotions, and customer programs, contributing to high retention rates and improved public trust.

Led and implemented 3 large-scale affordability and socio-economic studies across Itang, Thurpham, and Abol Town, reaching 15,000+ households across host and refugee communities.

Conducted in-depth assessments on water consumption, demand, income, expenditure, and willingness to pay, informing tariff design and equitable service delivery strategies.

Co-facilitated 2 conflict sensitivity and risk assessments to support WASH programming in fragile and refugee-hosting contexts.

Spearheaded 2 rounds of service perception surveys (2018 and 2023), capturing feedback from both host and refugee populations in 5 communities and 3 major refugee camps (Kule, Tierkidi, and Nguenyyiel).

Played a central role in the development of the Water Safety Plan, collaborating with Sachsen Wasser (Germany) to define control measures and improve water quality management systems.

Developed and rolled out community mobilization strategies that increased participation in water governance by 45% across Itang and Thurpham.

Authored Water User Committee Guidelines and established 2 fully functioning water user groups and WASH committees at kebele and woreda levels.

Coordinated and trained 20+ female water operators, enhancing inclusive service delivery; provided training in budgeting, customer service, and waterborne disease prevention.

Led community-wide awareness campaigns using culturally relevant approaches, strengthening public understanding of WASH services and behavioral practices.

Facilitated over 30 community meetings and stakeholder focus groups, clarifying program goals and strengthening grassroots engagement in utility management.

Assumed the role of Interim Commercial Manager at ITWU, overseeing client relations and identifying new commercial opportunities, including onboarding 200+ new service users.

Designed and delivered tailored customer service training to the ITWU commercial team, improving customer satisfaction and billing accuracy by 30%.

Contributed to the development and rollout of the Extended Financial and Commercial Software (EFCS), enhancing revenue tracking and utility financial management.

Provided high-level administrative support to senior international consultants and project leadership, ensuring smooth execution of capacity-building initiatives across refugee and host communities.

Coordinated complex travel logistics and transportation schedules for 30+ field staff and external experts, ensuring cost-effective, compliant, and timely movement across project sites.

Delivered accurate English–Amharic interpretation during stakeholder meetings, trainings, and community outreach, maintaining message tone, nuance, and cultural sensitivity.

Translated and prepared 20+ training presentations, reports, and briefing materials, supporting knowledge transfer and local capacity development.

Led the development and implementation of a centralized filing and document management system, streamlining administrative workflows and reducing information retrieval time by 40%.

Provided end-to-end procurement and logistics support, ensuring that all office supplies and training materials were sourced, delivered, and documented in compliance with UNICEF’s financial protocols.

Created and designed culturally appropriate brochures, flyers, and outreach materials used in community campaigns that reached over 5,000 individuals.

Acted as the administrative liaison between international teams and local field offices, ensuring efficient internal communication and coordination across departments.

Supported event planning and execution for workshops and field visits, managing venues, materials, and hospitality logistics for 15+ high-level.