Jhoangel Villalba

IT Implementation and Trainer

Miami, 33265


Customer Service


IT Implementation



Implementing IT Solutions and Training with a Focus on Customer Service.


Carlos Albizu University

Business Admin. & Org. Mgmt , Business Admin. & Org. Mgmt

December 2012 - December 2012

South Miami Senior High

June 2001 - June 2001


Client Systems Implementation Technician

Quest Diagnostics , Miramar, FL

June 2011 - May 2012

Duties: As a Client Systems Implementation Tech, I am responsible for the timely installation, training, upgrade, relocation, and removal of Quest Diagnostics Connectivity products in client offices and patient service centers. I am responsible for the implementation of CPU interfaces, HL7 downloads and Data feeds. Also for Phone, DSL Cable –modem communications and cabling. I am the single point of contact with clients and our sales force. I ensure accurate and complete paperwork for all serviceorders. I communicate effectively with technical and non-technical individuals. I provide extensive training on all of our connectivity products to clients with strong commitment to customer service.

IT Implementation
End-User Training
ex: PHP
Client Service Technical Representative I

Quest Diagnostics , Miramar, FL

May 2010 - June 2011

Duties: As a Customer Service Technical Rep I, I provide Level I and II CRC Reps with assistance in resolving complex technical issues. I assist the Leadership team in maintaining a productive work flow by handling and resolving escalated issues from internal and external clients. I am also responsible for the training of new and current employees.

Problem Resolution
Customer Service
Employee Training
Customer Service Rep II

Quest Diagnostics , Miramar, FL

July 2009 - May 2010

Duties: As a Customer Service Rep II, It is my duty to provide excellent customer service using the patient gold care standards to internal / external clients and patients for the South Florida Business Unit. I handle all client inquiries including but not limited to faxing / printing results, add- on requests to more complex processes such as relogging results. All while following strict SOP guidelines to ensure compliance with all applicable company and governmental policies.

Customer Service
ex: Gardening
ex: PHP
Route Service Rep II / QBSTS Training Team Member

Quest Diagnostics , Atlanta, GA

April 2008 - July 2009

Duties: As a Route Service Rep II for the Atlanta Business Unit, I was responsible for the proper packaging and shipment of all send-out specimens. I was responsible for the safe and timely delivery of specimens to the appropriate airports, always maintaining accurate logs containing the quantity of specimens, shipped boxes and Air bill numbers. As one of only two route service reps working the 3rd shift. I was responsible for the swift coordination and resolution of any problems that would affect the shipments, working closely with the Processing Department to ensure that all shipments into Atlanta arrived at the lab on schedule, while working without supervision. As a QBSTS Training Team Member I was one of the trainers that facilitated the implementation of the new specimen scanning process for the Atlanta B.U. Logistics Department. Serving as the frontline go to person for the late 2nd and 3rd shift employees, I ensured the timely implementation of the new process.

Problem Resolution
Customer Service Rep II /Compliance

Quest Diagnostics , Atlanta, GA

February 2007 - April 2008

Duties: As a Customer Service Rep II, I was responsible for handling all client inquiries whether internal or external. I handled customer issues for the Atlanta Business Unit, which includes Tennessee, The Carolinas, Alabama, and Georgia. I provided excellent customer service using the “Patient Gold Care Standards”, in order to keep customer retention. As the Department Compliance Officer, I ensured that the integrity of “PHI” was kept. I maintain accurate logs of all accidental “PHI” and “PI” disclosures. I facilitated the annual compliance training to the employees of the Customer Service Department in the Atlanta B.U. As a SIX SIGMA Green Belt Project Member, I collaborated with other members of the team and recorded data. Using the findings we worked together to implement new procedures using SIX SIGMA methodologies.

Customer Service
Six Sigma
Route Service Rep I

Quest Diagnostics , Atlanta, GA

May 2006 - January 2007

Duties: As a Route Service Representative, I was responsible for the safe pick-up and delivery of specimens to the appropriate locations. I was also responsible for delivering test results and medical supplies to our clients and patient service centers on a timely manner. Apart from my main duties this position provided me with the opportunity to be in the front- line of customer service as a Quest Ambassador allowing me the opportunity of fostering positive customer relations in order to improve customer attrition.

Customer Service
ex: PHP
Customer Service Rep I / Records Custodian

Quest Diagnostics , Miami, FL

September 2003 - April 2006

Duties: As a Customer Service Rep I, I handled all customer contact received by telephone, email, writing, and in person. I would troubleshoot inquires and complex issues, follow-up with internal and external clients on issues that could not be resolved immediately. As the Department Records Custodian, I would keep and organize all relevant records according to corporate compliance guidelines and state laws. As the Department R.E.A.C.H Captain, I was responsible for recruiting (10) volunteers and organizing fund raising events..

Customer Service
Record Keeping
Customer Service Rep / Route Service Rep

Finlay Clinical Lab , Miami, FL

August 2002 - September 2003

Duties: As a Customer Service Rep I provided internal and external customers with excellent service. I provided clerical and administrative support to supervisors and I worked closely with the sales team in order to accommodate and execute the client’s needs and requests. As a Route Service Rep I picked - up specimens according to a route and delivered reports and supplies.

Customer Service
ex: PHP
Independent Contractor

Expert Messenger Service , Miami, FL

February 2001 - July 2002

Duties: As an Independent Contractor I ran a Sub-Contract route for Quest Diagnostics. I pick- up drug screen samples at each South Florida main lab and delivered them to the appropriate airport for shipment. I maintain accurate documentation and ensured specimen integrity while in transit. I worked without supervision.

ex: Gardening
ex: PHP

Workplace personality


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