Kalkidan Tadesse
Arlington
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
EHR Support Analyst Intern
OCHIN ,INC
07.2023 - Current
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Used JIRA to create and updated tracking project.
- Answered customer support inquiries via JIRA and OCHIN Live chat.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Diagnosed and executed resolution for network and server issues.
- Created user accounts and assigned permissions.
- Give onBase access , password reset , MFA reset
- creating JIRA ticket and follow up with the issues
- Researched customer inquiries to provide accurate and up-to-date information.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Handled inbound customer chat conversations from OCHIN Live .
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Business Development Manager
Bitwise Industries
01.2023 - 04.2023
- .Researched and identified opportunities for account growth, account penetration and market expansion.
- Entered data into salesforce CRM , ensuring accuracy and uniformity.
- Contributed to team objectives in fast-paced environment.
- Prioritized tasks and projects to meet tight deadlines.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Developed business pipeline using cold and warm techniques.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Tracked sales calls in database for relationship management.
- Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
- Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service.
- Sourced and pre-qualified leads and identified new business opportunities by dialing [Number] daily outbound calls to build partnerships and achieve sales quota.
Inside Sales Representative
Alpa Works
11.2021 - 01.2023
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Collaborated with outside sales representatives, marketing and other departments to generate leads and close sales.
- Used CRM software salesforce to maintain detailed contact logs and account records.
- Utilized data and analytics to identify target markets and understand customer needs.
- Contributed to team objectives in fast-paced environment.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service.
- Originated and cultivated strong relationships with prospective clients by strategizing aggressive outbound calling campaigns.
- Called prospective customers in designated market area to qualify leads.
- Completed daily cold calling and outreach to build sales pipeline.
- Followed up with customers to solicit further sales.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Completed daily and weekly sales reporting using assigned tools.
Sales Associate
Vinci Leathers
02.2019 - 03.2020
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
Education
No Degree - ESL
NOVA
Virgilina, VABachelor of Science - Biology
Hawass University
Ethiopia 2009
Skills
- User Account Management
- Internal Technical Communications
- Support Ticketing Systems
- System Standards Documentation
- Problem Solving
- Application Support
- Decision Making
- Adaptability
- Project Coordination
- Ticketing Systems
Accomplishments
Inside Sales Representative Certifications for city of california
Timeline
EHR Support Analyst Intern
OCHIN ,INC
07.2023 - Current
Business Development Manager
Bitwise Industries
01.2023 - 04.2023
Inside Sales Representative
Alpa Works
11.2021 - 01.2023
Sales Associate
Vinci Leathers
02.2019 - 03.2020
No Degree - ESL
NOVA
Bachelor of Science - Biology
Hawass University