Summary
Overview
Work History
Education
Skills
Timeline
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Robin Maryland Patrick

Robin Maryland Patrick

Joppa,MD

Summary

The gap in my employment from 2016-2020 is a result of a medical diagnosis that required Intensive IVIG treatments every month. I worked part time from home for IWIF when possible but due to complications of the autoimmune had to retire. I have completed the treatment and resolved peripheral issues due to the disease. I have been in remission and am eager to re-enter the work force and use my professional and technical skills again. I am also a quick learner and would value an opportunity to learn new skills. I’m available immediately for full or part time. Thank you for your time and attention to this matter. Authorized to work in the US for any employer.

Overview

15
15
years of professional experience

Work History

Senior Data Analyst

IWIF
Towson, MD
04.2007 - 02.2016
  • Initially hired as a consultant to develop and integrate call center metrics for customer service department, mail room and imaging departments
  • After contract expired, I was hired as a company employee for the underwriting department.) Responsible for the data analysis of the underwriting department for a worker’s compensation company
  • Provided detailed daily, weekly, monthly and requested ad how reports on underwriter productivity, profitability, agency interactions and credits for safe business practices, yearly reviews and general underwriting principles
  • Reported statistics to State Unemployment Commission, NCCI and Medicare on injuries, prescriptions and underwriting modification on policies
  • Develop, customize, test and deploy new software for underwriting department with Information Technology Associates
  • Position allowed me to work in the office or from home.

Help Desk Call Center Director

TLA
Washington, DC
02.2006 - 03.2007
  • Consulting position to design, program, deploy help desk call center for the GSA
  • Responsible for all phases of project including hiring, training and maintaining a strict adherence to guidelines set by the GSA
  • Agents were responsible to know how to handle calls and provide timely resolutions for over 3800 users and 21 different LAN configurations
  • Software for call routing was Aspect phone system and Remedy for help desk issues.

Call Center Director

Sierra Military Health Services, Inc
Baltimore, MD
03.2001 - 06.2006
  • Hired under contract agreement for Sierra Military Health Services to provide 5 years of service to military health systems throughout the east coast for customer service call center and appointment center
  • Participant in the RFPs and MOUs for the contract acquisition and deployment
  • Responsible for the development of the call center and its responsibilities to military health centers throughout the east coast
  • Preparation of hiring employees from welfare to work program , training of employees on Military Guidelines, appropriation of call center software and implementing of call routing software
  • Aspect Call Routing System deployed for call center to include writing all call routing scenarios for smooth and efficient routing of calls based on volume, call length, availability of call trees that were less busy and call scripts regarding services and wait times.

Education

Master's degree - Legal and Ethical Studies

University of Baltimore
June 1983

Skills

  • SQL
  • Data Analysis
  • Help Desk
  • Business Analysis
  • Data Warehouse
  • ACD Certification with Aspect Technologies
  • Software Testing
  • Microsoft SQL Server
  • Visio
  • User Acceptance Testing
  • Business Requirements
  • MySQL
  • Software Development
  • Analytics
  • Microsoft Access
  • IT service management
  • Product development
  • Pivot tables
  • Operating systems
  • Relational databases
  • Documentation review
  • Data management
  • Continuous improvement
  • Data analytics
  • Typing
  • Oracle
  • Technical project management
  • Workforce management
  • AWS
  • IT project management
  • IVR
  • Data collection
  • Presentation skills
  • Requirements analysis
  • Medical terminology
  • Customer support
  • Manufacturing
  • Document management
  • Leadership
  • Communication skills
  • Supervising experience
  • Call center management
  • Requirements Gathering
  • User Interface (UI)
  • Military Service

Timeline

Senior Data Analyst

IWIF
04.2007 - 02.2016

Help Desk Call Center Director

TLA
02.2006 - 03.2007

Call Center Director

Sierra Military Health Services, Inc
03.2001 - 06.2006

Master's degree - Legal and Ethical Studies

University of Baltimore

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Robin Maryland Patrick