Customer Service Call Center

Robin M. Ellis

************@*******.*** 302-***-****

SUMMARY

I am a highly motivated, energetic professional with over twenty years of experience in the IT industry; primarily in lead customer support and customer satisfaction roles. I have excellent organizational and communication skills. Possesses the ability to influence and work hand in hand with all layers of the organization, to coach and develop the capabilities of others and to drive products and change. Extremely effective at facilitating teams and working collaboratively to produce results.

WORK HISTORY

Arise Platform ( Remote Customer Service Rep) January 2020 – April 2025

Call Center : Worked as a Customer Service Rep. on the Arise Platform working for Carnival Cruise Lines

and Cinch Home Service. Calls consist of Troubleshooting, setting Appointments, creating Bookings and taking payments for

the Customers.

Quest Diagnostics March 1988 – July 2015

Healthcare IT Solutions – Senior Implementation Coordinator

Manage the timely installation, training, upgrade, relocation or removal of all Quest products and hardware.

Single point of contact with the client and sales for the implementation and installation of Care360 related products.

Key member on several teams for the creation and implementation of the departments’ standard guidelines and process improvements.

Managed the ordering and tracking of all cell phones and pagers through-out the Baltimore Business Unit.

Saved Quest over $80,000.00 in unused lines that the company was being billed for through the management of multiple projects.

Managed all Telecom for internal and external lines through-out the tri-state area.

2006 -2015 Worked remotely my Home, due to moving out of state

Field Services – Field Technician

Install and test Quest Diagnostics terminals and tele-printers for physician offices and hospitals to receive their patient lab results.

Troubleshooting and hardware/software problem resolution internally as well as onsite at client locations.

Repair terminal, deck writers and tele-printer to be redeployed in the field.

Provide onsite as well as backoffice training to newly hired employees.

Monitor connectivity for the onsite deck writers in three major hospitals for result reporting.

Control Data Inc (MD State Lottery Contract) January 1980 – March 1988

Field Engineering - Field Technician 2 / Bench Technician 2

Install and troubleshoot MD State Lottery systems in the Maryland and DC districts.

Back-up manager to 60+ onsite employees

Troubleshoot on the component level for the terminals and printers for re-deployment.

Provide onsite training to customers for use of all MD lottery software and systems.

Work one on one with high priority clients as well as internal and external vendors to ensure trouble resolution and customer satisfaction.

EDUCATION

Quest – ePre Certification February 2009

Quest – Six-Sigma Certification May 2002 (recertified 2006)

St. Mary’s High School – Diploma June 1979

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