Tenbit Telahun
Lilburn,GA
Summary
Skilled in identifying and resolving complex technical problems. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Intuit
03.2024 - Current
- Improved customers satisfaction by providing timely and accurate technical support and recommendations for various software and hardware issues based on research and data.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- On slack Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- By using Glance and Smartlook Provided remote assistance to stakeholders experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Using Salesforce Documented stakeholders interactions in detail within the case management system AWS, ensuring comprehensive records were maintained for future reference.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Monitored systems in operation and quickly troubleshoot errors.
- Diagnosed and troubleshoot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Police Record Technician
DKPD
08.2019 - 08.2023
- Improved record accuracy by meticulously reviewing and updating police reports and documents using software like Odyssey, RMS, GCIC/NCIC,OnBase, NIBERS, Gears
- Streamlined data entry processes for faster report submission and retrieval.
- Enhanced interdepartmental communication by promptly responding to requests for records and information.
- Maintained confidentiality and security of sensitive information through strict adherence to department policies.
- Assisted in the reduction of case backlog through efficient organization and prioritization of tasks.
- Collaborated with fellow technicians to ensure timely completion of daily tasks and projects.
- Supported investigations by providing accurate and comprehensive research on requested individuals or incidents.
- Expedited the release of public records while adhering to established guidelines, fostering transparency between the department and community.
- Implemented quality control measures to minimize errors in data entry, ensuring precise recordkeeping.
- Served as a liaison between multiple departments, coordinating efforts for shared objectives such as evidence management or incident reporting.
- Transcribed pieces of recorded evidence for use in court cases and other legal proceedings.
- Processed film, photographs, videos and other documentation from crime scenes to identify, evaluate and record evidence.
Executive Administrative Coordinator
Censa International College
06.2017 - 01.2019
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Using outlook Enhanced executive productivity by managing calendars, scheduling appointments, and coordinating travel arrangements.
- Improved communication between departments by organizing and facilitating regular team meetings and conferences on Jira and Confluence.
- Using databases Lending Pro, QuickBooks Increased accuracy of financial reporting by maintaining detailed expense reports on Excel and managing budgets for multiple projects.
- Managed complex projects with tight deadlines, ensuring timely completion and high-quality results.
- Reduced operational costs by negotiating vendor contracts for office supplies, equipment, and services.
- Created and maintained databases Lending Pro, QuickBooks, Excel, Concur, SharePoint, Google Drive, Slack, Google Workspace, Outlook to track and record customer data.
Education
Bachelor of Science - Computer Science And Programming
Kennesaw State University
12.2017
Skills
- User credential management
- Technical Support
- Service support
- Systems Analysis
- Software Installation
- Technical Troubleshooting
- Microsoft Office Specialist (MOS) Expert
- Ticket support system management
- Project Coordination
- Analytical and Methodical
- Account Administration
- Customer service expert
- Customer Success Management
- Product Troubleshooting
- Remote Support
- Technical issues analysis
Timeline
Customer Support Specialist
Intuit
03.2024 - Current
Police Record Technician
DKPD
08.2019 - 08.2023
Executive Administrative Coordinator
Censa International College
06.2017 - 01.2019
Bachelor of Science - Computer Science And Programming
Kennesaw State University
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