Zefun Mokonnen
Falls Church,VA
Summary
Quality Assurance Analyst with 5+ years of experience in the grocery industry. Committed to creating exceptional customer experiences through process optimization, product quality enhancement, and rigorous safety compliance. A decade of international hotel hospitality experience has honed skills in guest service, operational efficiency, and cross-cultural collaboration. Dedicated to executing tasks, refining protocols, and consistently delivering excellence.
Overview
14
14
years of professional experience
Work History
Customer Service Quality Assurance Analyst
Lidl US
Arlington, VA
01.2019 - 03.2024
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks
- Collaborated with development teams to identify, track, and resolve software defects in timely manner
- Successfully managed the Customer Relationship Management (CRM) platform, ensuring efficient tracking of customer interactions and streamlined communication
- Leveraged CRM data to enhance customer engagement and improve sales processes
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge
- Worked closely with production teams to address issues and propose solutions, leading to 20% improvement in production efficiency
- Fixed identified issues to improve workflows
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges
- Proactively communicated with suppliers to address any issues related to Standard Operating Procedures (SOP)
- Resolved supplier concerns promptly, maintaining smooth operations and minimizing disruptions
- Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into QA process when applicable.
Store Manager
Interior Motif and Design (IMD)
Addis Ababa, Ethiopia
05.2016 - 05.2018
- Managed daily operations of store, including opening/closing procedures, inventory control, cash management, and staff supervision
- Assessed local market trends to make informed decisions regarding product assortment adjustments or pricing changes based on consumer demand patterns
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Supervised creation of exciting merchandise displays to catch attention of store customers
- Developed processes to improve workflow, which increased productivity by 10%.
Revenue Manager
Radisson Blu Hotel
Addis Ababa, Ethiopia
02.2014 - 05.2016
- Monitored competitor performance and revenue figures, including tracking monthly forecast and actual budgets
- Established and nurtured client relationships
- Adhered to work plan, ensuring that both staff and Event and Group Booking team achieved their goals efficiently and promptly
- Assisted General Manager and Department of Sales in compiling information for properties annual business plan and received bonus for achieving 2015 Revenue Objectives
- Analyzed overall monthly hotel performance and provided summary report with recommendations to improve long term strategies.
Assistant Office Manager
Blue Nile Hotel
Bahir Dar, Ethiopia
07.2014 - 02.2015
- Assisted the Front Office Manager in administering Front Office functions and supervising a team of 15 staff, which entailed the support and monitoring of the reservation, front desk, concierge, and bellmen departments.
- Facilitated and led Front Office daily meetings to ensure a steady flow of information between shifts.
- Set and updated rate strategy per market segment on a 3-month rolling basis and generated a report for the General Manager to be reviewed against forecast.
- Created a comprehensive check list for the Front Office Department and developed templates for corporate contractual rates and Tour Operator rates.
- Generated a 5% increase in room revenue for 2014 through successful bid acquisition from IGAD (Intergovernmental Authority on Development).
Group Rooms and Billing Coordinator
Renaissance Hotel
Washington, DC
06.2011 - 07.2012
- Managed group room pickups, generated pickup reports and maintained communication with clients to fulfill special requests. Ensured conference halls were blocked accordingly.
- Responsible for accurate data collection, such as the number of estimated attendees for accommodation and conference hall catering.
- Regularly communicated with the Area Reservations team, identifying and maximizing group revenue opportunities.
- Managed data integrity and IT processes for Group Rooms and Billing Coordinator role.
- Monitored all billing to ensure accuracy and that payment was received promptly.
Rooms Controller
Key Bridge Marriott
Arlington, VA
12.2009 - 06.2011
- Allocated rooms to VIPs, repeat guests, and regular guests utilizing proper blocking strategies.
- Acquired knowledge on various service offerings, types of accommodations, and dining options to provide accurate information to callers.
- Blocked group rooms as per contracts and provided consistent service to guests throughout their stay.
- Configured various codes in the property management system, including holiday special rates, seasonal rates, and corporate/group rates.
- Informed housekeeping, Food and Beverage, and Front Office staff about individual and group block guests' special requests.
- Created personalized key cards and packets with the company logo exclusively for group blocks.
Task Force Manager
Key Bridge Marriott
Arlington, VA
11.2010 - 01.2011
- Oversaw front desk operations, bellman duties, and concierge services to ensure prompt task execution and high customer satisfaction.
- Prepared staff daily for shift duty by reviewing occupancy, expected arrivals, and departures and sharing information about all activities, with special focus on clients with specific needs to execute a smooth and effective shift.
- Collaborated with team members to manage front desk and cashier responsibilities while simultaneously addressing maintenance and housekeeping matters. Ensured all staff communicated with staff in an effective and hospitable manner.
- Responded promptly to general inquiries from guests, staff, and upper management. Guaranteed positive customer experiences and resolved all customer complaints/issues in a timely manner.
- Implemented efficient customer payment procedures, ensuring accurate processing of payments and conducting shift audits.
Skills
- Framework Development
- Test Planning
- Deductive Reasoning
- Improvement Recommendations
- Technical Analysis
- QA reporting
- Quality Assurance Controls
- Critical thinking abilities
- Report Analysis
- Mentoring and training
- Report Development
- Customer Relationship Management
- Data Entry
Timeline
Customer Service Quality Assurance Analyst
Lidl US
01.2019 - 03.2024
Store Manager
Interior Motif and Design (IMD)
05.2016 - 05.2018
Assistant Office Manager
Blue Nile Hotel
07.2014 - 02.2015
Revenue Manager
Radisson Blu Hotel
02.2014 - 05.2016
Group Rooms and Billing Coordinator
Renaissance Hotel
06.2011 - 07.2012
Task Force Manager
Key Bridge Marriott
11.2010 - 01.2011
Rooms Controller
Key Bridge Marriott
12.2009 - 06.2011
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