Summary
Overview
Work History
Education
Skills
Certification
Professional Development
Timeline
Generic

Lanesha Ellis

Wilmington,DE

Summary

Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.

Overview

9
9
years of professional experience
1
1
Certification

Work History

POS/EMD Support Specialist

Amtrak
06.2022 - Current
  • Lead technical support for POS/EMD devices, managing remote and on-site troubleshooting
  • Worked closely with IT teams to ensure timely system updates and issue resolution, contributing to smooth operations across systems
  • Conducted data analysis to identify recurring technical issues, implementing improvements to enhance support processes
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.

Reservation Sales Agent

Amtrak
06.2022 - 08.2022
  • Applied data handling expertise to enhance customer experience and streamline internal processes
  • Balanced competing priorities under pressure without sacrificing attention to detail when processing multiple simultaneous reservations requests from diverse clientele groups.
  • Used AIMS to prepare reports regarding problems encountered such as accidents, signaling problems, unscheduled stops and delays.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Litigation Specialist II - Attachment Processing

Bank of America
06.2019 - 06.2022
  • Processed and managed legal documentation with precision, maintaining accuracy and adherence to strict deadlines
  • Utilized multiple data management systems to ensure data integrity and workflow efficiency
  • Negotiated settlements in mediation and arbitration settings, resulting in reduced litigation costs for clients.
  • Developed strong working relationships with opposing counsel for effective communication and negotiation throughout the litigation process.
  • Assisted attorneys in trial preparation, drafting pleadings, motions, and discovery documents.

Warehouse Clerk VI Supervisor

Christiana Care
04.2017 - 07.2021
  • Supervised warehouse operations, ensuring compliance with safety standards and efficient management of inventory systems
  • Led and trained warehouse staff, ensuring operational excellence and adherence to organizational procedures
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Communicated with teammates and supervisors to maintain smooth operations and quickly handle any issues impacting warehouse operations or customer satisfaction.
  • Maintained a clean work environment through routine organization of shelves and removal of waste materials, promoting overall warehouse efficiency.

Dispatch Operations Specialist

AAA Club Alliance
09.2015 - 06.2021
  • Coordinated service requests in an operations and dispatch center, prioritizing tasks based on urgency and safety
  • Maintained accurate documentation and data tracking, ensuring prompt responses to critical incidents
  • Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results.
  • Established key partnerships both internally and externally that contributed significantly toward achieving organizational objectives.
  • Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.

Education

High School Diploma -

Cornerstone Christian Academy
Townsend, GA
05-2008

Skills

  • Recordkeeping skills
  • Complaint resolution
  • Report preparation
  • Technical Support
  • Analytical Thinking
  • Time management abilities
  • Relationship Building
  • Contingency Planning
  • Active Listening

Certification


  • Certified Customer Service Professional (CCSP)
  • Google IT Support Professional Certificate
  • Salesforce Certified Administrator
  • Advanced Information Management (AIMS)
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Professional Development

  • Exposure to railroad electric traction systems, frequency converters, and SCADA control systems.
  • Completed training programs in technical support, customer service, and operations management.
  • Attended leadership workshops to enhance managerial and team-building skills.

Timeline

POS/EMD Support Specialist

Amtrak
06.2022 - Current

Reservation Sales Agent

Amtrak
06.2022 - 08.2022

Litigation Specialist II - Attachment Processing

Bank of America
06.2019 - 06.2022

Warehouse Clerk VI Supervisor

Christiana Care
04.2017 - 07.2021

Dispatch Operations Specialist

AAA Club Alliance
09.2015 - 06.2021

High School Diploma -

Cornerstone Christian Academy

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Lanesha Ellis