JIRA/Confluence
Lewam Teklehaimanot
Client Service Professional
Hanover,MD
Summary
Client-focused professional with 10+ years of experience delivering technical training, end-user support, and client enablement across multiple industries. Proven ability to build and maintain strong client relationships, deliver impactful training programs, and resolve technical issues with efficiency. Skilled in documentation, stakeholder communication, and cross-functional collaboration. Adept at simplifying complex systems and workflows into clear, actionable guidance for diverse audiences.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Client Services Coordinator
Sedgwick Government Solutions
Bethesda, MD
10.2022 - Current
- Design and deliver tailored live training sessions across user roles, promoting effective system adoption and user confidence.
- Develop comprehensive training materials, job aids, and user documentation aligned with platform updates and user feedback.
- Maintain and update end-user documentation annually to reflect product changes and ensure accuracy and compliance.
- Provide first-line technical support, diagnosing system-related issues and ensuring prompt resolution.
- Partner with Software Solutions team to resolve complex issues (tier-2/3), leveraging client feedback to inform platform improvements.
- Manage end-user provisioning process, configuring over 1,000 profiles during a high-priority deployment with zero downtime.
- Lead cross-functional coordination for internal and client-facing meetings, as well as document minutes and track action items to completion.
- Draft client communications and reporting materials (quarterly/annual), supporting transparency and relationship management.
- Onboard and mentor new client service coordinators, establishing standards for service excellence and operational consistency.
Account Manager
Risk Cooperative
Washington, District Of Columbia
04.2021 - 06.2022
- Managed book of business to maintain positive relationships and make effective account servicing decisions for 40-50 SMB clients.
- Educated clients on benefits administration (including benefits system) to increase employee engagement, satisfaction and retention.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Oversaw entire renewal life cycle (e.g., pre-renewal meetings, marketing accounts, open enrollment process).
Operations Associate
Risk Cooperative
Washington, District Of Columbia
04.2019 - 04.2021
- Streamlined office operations by preforming wide-ranging administrative services, managing customer communications, scheduling client meetings, tracking records and documents.
- Submitted quote requests to carriers and TPAs to determine best rates for assigned clients.
- Created plan to streamline employee [benefit-related] onboarding and operational support for 50-60 SMB clients.
- Planned and coordinated logistics and materials for open enrollment meetings and OE-related activities.
Payment Posting Representative
Medstar GUH: Physicians' Billing Services
Arlington, VA
04.2017 - 12.2018
- Processed hospital and patient payments and updated accounts to reflect new balance.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Collaborated with team members to achieve month end processing target goals of >95% .
Staff Support Assistant
Medstar GUH: Physicians' Billing Services
Arlington, VA
03.2016 - 04.2017
- Assisted employees with making copies, sending faxes and filing paperwork.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Performed research to collect and record payment-related issues, maintaining >95% accuracy.
Physical Therapy Technician
Pivot Physical Therapy
Silver Spring, Maryland
03.2012 - 03.2016
- Assisted with reception duties like scheduling patients and completing follow up calls.
- Executed interventions of modalities or exercise as directed by therapist or assistant, ensuring patient's safety and response to exercise intensity.
- Issued individualized home exercise programs to patients (at behest of therapist) and verified comprehension of instructions before discharge.
Serials Assistant
UMBC
Baltimore, MD
08.2007 - 05.2008
- Answered patron questions in-person or by phone regarding library services and resources.
- Organized library shelves, materials and equipment in accordance with library policies and procedures.
- Provided assistance with use and operation of computer and digital device access.
- Helped patrons locate resources using catalog and circulation systems.
Education
Master of Science - Library And Information Science
Syracuse University
Syracuse, NY 09.2024 - Current
Bachelor of Arts - Biological Sciences
University of Maryland - Baltimore County
Baltimore, MD 08.2006 - 12.2011
Skills
- Technical Training & Enablement
- Client Relationship Management
- End-User Support (Tier 1–2)
- Instructional Content Development
- Cross-Functional Collaboration
- SaaS Platform Support
- Process Documentation & Job Aids
- Onboarding & Mentorship
- Change Management Support
Software
Microsoft Office/Google Suite
Standard Office Equipment
Microsoft & Mac OS operating systems
SurveyMonkey/JotForm
Additional Information
I currently hold several Public Trust Clearances. A list of associated agencies can be provided upon request.
Timeline
Master of Science - Library And Information Science
Syracuse University
09.2024 - Current
Client Services Coordinator
Sedgwick Government Solutions
10.2022 - Current
Account Manager
Risk Cooperative
04.2021 - 06.2022
Operations Associate
Risk Cooperative
04.2019 - 04.2021
Payment Posting Representative
Medstar GUH: Physicians' Billing Services
04.2017 - 12.2018
Staff Support Assistant
Medstar GUH: Physicians' Billing Services
03.2016 - 04.2017
Physical Therapy Technician
Pivot Physical Therapy
03.2012 - 03.2016
Serials Assistant
UMBC
08.2007 - 05.2008
Bachelor of Arts - Biological Sciences
University of Maryland - Baltimore County
08.2006 - 12.2011
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