Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Fethiya Abza

Reston,VA

Summary

4 years of Customer service and technical support experience. responding to queries on the phone, via email, in person, or through remote access. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Training computer users. Training other staff on troubleshooting and diagnosing problems. Gaining feedback from customers to improve training methods. Writing and editing training manuals. Running reports and analyzing common complaints and problems.

Overview

18
18
years of professional experience

Work History

Technology Services Desk

TYTo Atense
Herndon, VA
08.2023 - Current
  • Objectives of this role
  • Provide quick and effective assistance with information technology systems
  • Guide customers remotely through systems configuration, troubleshooting, and maintenance
  • Listen attentively to customers’ questions and concerns and offer optimal solutions
  • Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
  • Work with desktop support engineers to provide customers with superior service
  • Represent TYTO Athens with professionalism and integrity while helping to advance our company mission
  • Developed and implemented strategies for aligning technology services with organizational goals.
  • Managed a team of IT professionals to ensure delivery of high-quality technical support services.

CASHIER

BARESTA, Starbucks, Barista
01.2017 - 04.2020
  • Helped customers complete purchases, locate items, and join reward programs
  • Restocked and organized merchandise in front lanes
  • Answered questions about store policies and addressed customer concerns
  • Monitored self-checkout systems and aid or intervention when required
  • Maintained cash drawer of $5000 or more per shift
  • Troubleshoot cash register when system fails occurred.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Assisted customers over the phone regarding store operations, product information and order placement.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Ensured compliance with all safety regulations within the store environment.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
  • Identified discrepancies between actual count and register balance; made corrections accordingly.

RENTAL SALES SUPPORT

Dollar And Thrifty
Sterling, VA
05.2006 - 01.2015
  • Drafted quotes, confirmed orders and managed transfers to handle rental
  • Needs efficiently
  • Resolved customer disputes to maintain positive relationships and
  • Increase customer base
  • Generated leads for +5 years rentals through targeted marketing
  • Updated company database with new property listings or added amenities
  • Placed sales calls and handled sales for incoming customer calls
  • Executed sales and marketing initiatives to increase revenue for company
  • Implemented rental asset processes and cleanliness standards
  • Grew business 100 % by implementing targeted marketing.
  • Greeted customers and provided excellent customer service.
  • Assisted customers in selecting rental vehicles that met their needs, budget, and preferences.
  • Processed reservations for customers over the phone or at the counter.
  • Answered inquiries from potential customers regarding availability of different types of vehicles, prices, and other related information.
  • Explained rental policies to customers and answered questions about contracts and agreements.
  • Completed paperwork such as rental agreements, credit card forms, accident reports. accurately and efficiently.
  • Checked vehicle condition both before and after rentals to ensure safety of all drivers.
  • Upsold optional services such as insurance coverage or GPS navigation systems when appropriate.
  • Inspected returned vehicles for damage upon return; recorded damages on check-in sheet; notified management if additional charges were necessary.
  • Handled customer complaints promptly and professionally to maintain a high level of customer satisfaction.
  • Provided accurate estimates on rental rates based on length of time needed by customer.
  • Maintained knowledge of local attractions and events to suggest activities to customers when requested.
  • Balanced daily cash receipts with financial records using computerized system when applicable.
  • Attended training sessions regularly to stay up-to-date on new products, services, company policies and procedures..
  • Adhered strictly to company guidelines regarding acceptable payment methods and documentation requirements.

CUSTOMER SERVICE ASSOCIATE

Rosetta Stone
Sterling, VA
08.2007 - 07.2010
  • Utilizing the ticketing system to intake, prioritize, and monitor resolution of incidents
  • Maintaining documentation for problem resolutions and procedures
  • Maintaining compliance with standard operating procedures (SOPs) regarding ticket closure, escalation, and status
  • Reassigning/escalating requests to the appropriate IT team member or other support level, as SLAs or issues warrant
  • Effectively communicating with all parties involved
  • Ensuring timely acknowledgement and resolution of technology support requests
  • Installing, monitoring, troubleshooting, replacing, and supporting end-user devices and peripherals, including but not limited to: VTCs, VOIP and mobile phones, print queues, networks (LAN/WAN), data storage systems, Active Directory, and third-party software.
  • Greeted customers and identified their needs.
  • Provided information about products and services available to customers.
  • Processed customer orders accurately and efficiently.
  • Resolved customer inquiries in a timely manner.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Maintained an organized system for tracking customer interactions and feedback.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Followed up with customers after purchase to ensure satisfaction.
  • Escalated unresolved customer issues to the appropriate department or manager for resolution.
  • Created detailed reports on customer service activities.
  • Developed relationships with key clients through regular contact and follow-up communication.
  • Tracked inventory levels of popular items to ensure availability for customers' orders.
  • Suggested product solutions based on individual customer needs.
  • Answered phone calls from customers promptly and courteously.
  • Provided accurate quotes for requested products or services.
  • Maintained knowledge of current sales promotions and new product releases.
  • Stayed informed of industry trends by attending relevant workshops and seminars.
  • Performed additional duties as assigned by management team.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Education

Associate of Arts - Cyber Security

Northern Virginia Community College
05.2023

High School Diploma -

04.2006

Skills

  • Installing, monitoring, troubleshooting, replacing, and supporting end-user devices and peripherals, including but not limited to: VTCs, VOIP and mobile phones, print queues, networks (LAN/WAN), data storage systems, Active Directory, and third-party software
  • Utilizing remote access control software (DameWare)
  • Providing support to Cisco Anyconnect users
  • Performing account and permission/access administration tasks (Active Directory, in-house and third-party software or web applications)
  • Collaborating closely with members of the IT team to ensure successful completion of technology requests
  • Performing other duties as assigned
  • ServiceNow, ticketing, creating tasks, running reports
  • Salesforce, running dashboard, running reports
  • Sharepoint
  • ServiceNow ticketing system
  • Office 365/Excel

Languages

  • English
  • Amharic

    • Timeline

    Technology Services Desk

    TYTo Atense
    08.2023 - Current

    CASHIER

    BARESTA, Starbucks, Barista
    01.2017 - 04.2020

    CUSTOMER SERVICE ASSOCIATE

    Rosetta Stone
    08.2007 - 07.2010

    RENTAL SALES SUPPORT

    Dollar And Thrifty
    05.2006 - 01.2015

    Associate of Arts - Cyber Security

    Northern Virginia Community College

    High School Diploma -

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