Customer Service Bachelor's Degree

Sielalla Lemessa

908-***-**** • **** Queens Thorpe Ct Ricmond • ***************@*****.*** • linkedin.com/in/sielalla-lemessa-24876759 PROFESSIONAL PROFILE

Motivated and tech-savvy professional with a background in customer service and operations, currently pursuing a career in cybersecurity. Proven ability to collaborate, identify client needs, and recommend technological solutions to enhance performance—strong communicator dedicated to achieving operational excellence and committed to continuous learning in the IT field.

EDUCATION

Bachelor's Degree, Computer Network- University of Maryland Global Campus - Maryland Expected - December 2025

CMIT 291 - Introduction to Linux

CMIT 320 - Network Security

CMIT 326 - Cloud Technologies

CMIT 351 - Switch Rout Wireless Essentials

GPA: 3.8

WORK HISTORY

Amazon Fulfillment Centre- Richmond, VA September 2021 - Present Learning Ambassador & Problem Solve

Lead the training and development of 5+ new hires, ensuring comprehensive understanding of safety protocols and operational processes.

Identified and resolved over 30 inefficiencies within warehouse operations, contributing to a 20% improvement in processing speed.

Leveraged technology to manage inventory with 99% accuracy, ensuring efficient routing of packages and eliminating discrepancies.

Planet Fitness-- Hillsborough, NJ April 2015 - June 2021 Manager & Customer Service Represent

- Issued comprehensive employee performance assessments and assembled targeted training programs for a team of 20+, succeeding a measurable 30% improvement in operational efficiency.

Developed and refined service procedures, ensuring compliance with company policies, elevated customer experiences as evidenced by a 20% increase in positive feedback.

Ensured cleanliness and organization within production areas to prevent violations and eliminate unnecessary work delays, accomplishing a 50% reduction in hazard-related incidents.

- Documented and analyzed over 100 customer interactions to identify patterns, effectively addressing recurring issues and enhancing overall service delivery through targeted solutions. Starbucks- Somerville, NJ March 2015 - September 2019 Supervisor and Barista

- Provided training and leadership to a team of 15, significantly improving team performance and achieving strategic objectives, resulting in a 10% increase in sales.

- Prepared detailed shift summary reports to actively monitor progress towards goals and conducted regular training sessions, improving team productivity by 25%.

Maintained operational integrity by ensuring clean and efficient production areas, directly contributing to a 25% reduction in processing errors and resolving over 90% of customer complaints within 24 hours, leading to a 15% increase in customer satisfaction ratings.

CERTIFICATES

Sielalla Lemessa 908-***-**** •

CompTIA Linux+ - University of Maryland Global Campus

CompTIA Security+ - uCertify G4P2VGDE

CompTIA Cloud+ - uCertify RMH8TWX7

https://meritpages.com/certificates/103011944

https://meritpages.com/certificates/153749882

https://meritpages.com/certificates/161271561

TECHNICAL SKILLS

Designed and configured a home lab environment to gain practical experience in networking and virtualization technologies, including setting up Cisco devices (routers and switches) to simulate enterprise network configurations with a focus on VLANs, OSPF, and ACLs

Experience with Active Directory, DNS, DHCP, and various other server roles such as file shares and printing service

Problem-solving and Analytical Skills

Customer Service Excellence

Network Security

Effective Communication and Team Collaboration

Creative thinking

ACADEMIC PROJECTS

Windows Server 2019 Hands-On Home Lab: Installed and set up Hyper-V, Windows Server 2019, DHCP, and linked clones.

- Created and modified Active Directory user accounts with various properties. - Configured Windows Server 2019 domain settings, server name, and TCP/IP settings, and joined clients to the domain

file D:/OneDrive%20-%20UMGC/Desktop/Project%201%20Virtualization%20Assignment%20.pdf

file D:/OneDrive%20-%20UMGC/Desktop/CMIT%20495%20Project%202%20Cloud%20Computing%20.pdf

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