Open To Work
Karol Espinal
Centreville
Summary
Detail-oriented Computer User Support Specialist with a strong background in managing complex technical environments. Expertise in troubleshooting drives effective solutions, enhancing system performance and user satisfaction. Communicates clearly to empower users in utilizing software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Fairfax Cryobank
Fairfax
07.2025 - Current
- Assisted customers with inquiries, guiding them on product selection and service options.
- Responded promptly and courteously to customer emails and phone calls.
- Collaborated with team members to resolve customer issues efficiently.
- Documented customer interactions in support management system for tracking purposes.
- Processed payments and set up billing options for customers, ensuring clarity in financial transactions.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Educated clients on cryopreservation services and safety measures, enhancing understanding of storage protocols.
- Handled sensitive information with confidentiality during all communications.
Lab Assistant/Phlebotomist
HCA Healthcare
Reston
02.2025 - 07.2025
- Prepared samples for laboratory analysis while adhering to strict safety protocols.
- Maintained laboratory equipment, ensuring functionality and cleanliness to support accurate testing.
- Managed data entry for test results, ensuring accuracy and compliance with regulatory standards.
- Monitored patients for adverse reactions, providing immediate care.
- Assisted in conducting experiments, accurately documenting procedures under supervision.
- Contributed to development and maintenance of laboratory SOPs, supporting process consistency and efficiency.
- Developed safety protocols to ensure compliance with OSHA standards in all facilities.
Access Control Officer
Sitemetric
Fairfax
09.2024 - 01.2025
- Monitored access points to enforce safety and security protocols, enhancing overall facility security.
- Verified identification credentials for personnel entering secure areas, preventing unauthorized access.
- Operated electronic surveillance systems to strengthen facility security measures.
- Reported suspicious activities or threats to management for prompt investigation.
- Maintained high levels of alertness throughout shifts to ensure effective monitoring.
- Maintained high alertness throughout shifts to ensure vigilant monitoring and rapid response to incidents.
Supervisor
Eddie Bauer
Fairfax
05.2024 - 09.2024
- Supervised daily store operations, ensuring compliance with company policies.
- Directed a team of 15 employees, fostering collaboration and accountability.
- Led team meetings to discuss sales strategies and boost employee engagement.
- Coordinated inventory management and stock replenishment, ensuring optimal product availability.
- Resolved customer inquiries and complaints promptly to maintain satisfaction levels.
- Resolved customer inquiries and complaints promptly, contributing to high satisfaction levels.
- Implemented visual merchandising standards, improving in-store product presentation and customer engagement.
- Collaborated with management on promotional events to increase foot traffic.
Substitute Teacher
Fairfax County Public Schools
Fairfax
11.2022 - 12.2023
- Delivered engaging lessons to diverse student groups across various subjects.
- Managed classroom behavior to create a positive learning environment and enhance student engagement.
- Collaborated with teachers to customize lesson plans for varied learning needs.
- Assisted in assessing student progress through informal evaluations and provided constructive feedback to support academic growth.
- Supported special needs students through individualized instruction.
- Communicated effectively with students and staff to facilitate smooth transitions.
- Prepared instructional materials and resources for immediate classroom application.
- Encouraged positive behavior among students through effective communication techniques that promoted respect and cooperation.
Retail Customer Service Associate
Nike
Fairfax
10.2022 - 10.2023
- Guided customers in product selection and delivered detailed product information to enhance shopping experience.
- Educated customers on Nike's brand values and product features to enhance loyalty.
- Coordinated with team members to optimize store operations during peak hours, ensuring smooth service delivery.
- Addressed customer complaints following company policies with clarity and professionalism.
- Collaborated with team members to ensure efficient store operations during peak hours.
- Trained new associates on customer service protocols and store procedures.
- Maintained up-to-date knowledge of products and services while replenishing sales floor stock.
- Resolved customer complaints according to company policies, maintaining professionalism and clarity throughout interactions.
Patient Service Representative bilingual (Call Center)
Morrison Healthcare
Fairfax
02.2021 - 07.2022
- Resolved patient inquiries and concerns promptly, contributing to increased patient satisfaction.
- Collaborated with healthcare teams to facilitate accurate information exchange, improving patient care coordination.
- Coordinated with patients and healthcare professionals to fulfill patient needs.
- Collaborated with healthcare teams to ensure accurate information exchange.
- Maintained patient records using electronic health record systems efficiently.
- Inputted demographic data into electronic health record system accurately.
- Coordinated with patients and healthcare professionals to address patient needs effectively.
Phlebotomy Intern / Medical Assistant
Tu Family Clinic
Falls Church
02.2021 - 04.2021
- Collected blood samples from patients using proper phlebotomy techniques and equipment.
- Prepared and labeled specimens for laboratory testing with accurate patient information.
- Recorded patient data in electronic health records system to ensure accuracy.
- Followed safety protocols to prevent cross-contamination during procedures.
- Counseled patients to alleviate fears and enhance cooperation during blood draws, improving patient experience.
- Obtained blood samples via venipuncture or capillary puncture using appropriate techniques to ensure sample integrity.
- Counseled patients to alleviate fears and ensure cooperation during blood draws.
- Enforced infection control procedures and managed sharps disposal, contributing to a safe environment for patients and staff.
Supervisor
Dick’s Sporting Goods
Fairfax
07.2019 - 11.2020
- Supervised daily store operations, ensuring strict adherence to company policies.
- Monitored staff performance and delivered constructive feedback for ongoing improvement.
- Reviewed employee performance, providing coaching to enhance overall performance.
- Executed thorough opening, closing, and shift change functions to uphold operational standards.
- Resolved customer inquiries and complaints to uphold high satisfaction levels.
- Addressed customer inquiries requiring management-level escalation with prompt resolution.
- Maintained professionalism in stressful situations, effectively diffusing tension.
- Managed budgets for travel, training, and team-building activities, aligning expenditures with departmental goals.
Education
Bachelor of Arts - Chemistry
George Mason University
Fairfax, VA05.2025
Associate of Science -
Northern Virginia Community College
Manassas, VA08.2022
High School Diploma -
Centreville High School
Clifton, VA08.2020
Skills
- Inbound and outbound call handling
- High-volume phone support
- CRM systems
- Call tracking software
- Data entry
- Customer follow-up
- HIPAA compliance
- Patient confidentiality
- Bilingual: fluent in English and Spanish
- Fast and accurate typing (60 wpm)
- Microsoft Office Suite
- Google Workspace
- Remote support tools
- Multitasking
- Self-direction
- Team collaboration
- Independent problem-solving
- Active listening
- Empathetic communication
- Conflict resolution
- Remote work adaptability
Certification
- Certified Phlebotomy Technician (CPT), 02/22
- Basic Life Support (BLS)
- Laboratory Safety Training
Projects And Professional Development
- Call Quality Monitoring & Improvement Project, Personal Project, Tracked and analyzed mock call recordings to identify opportunities for improving tone, accuracy, and efficiency in handling customer inquiries. Developed a call-handling checklist for quality assurance based on industry best practices.
- Virtual Call Center Training Simulation, Self-paced Course, Completed a remote training simulation that focused on call routing, handling escalated calls, active listening, and HIPAA-compliant communication in a healthcare environment.
- Medical Billing & Insurance Navigation Workshop, Coursera, Studied the structure of health insurance plans (HMO, PPO, EPO), learned claims processing basics, and practiced explaining benefits and eligibility to patients via role-play scenarios.
- Typing & CRM Navigation Drills, Self-paced, Improved typing accuracy and speed through daily drills (currently at 50+ WPM). Trained with mock data entry and CRM simulations to simulate real-time multitasking under pressure.
- Remote Work Revolution, [Harvard University, Coursera], Completed modules on remote communication, time management, and virtual collaboration to ensure productivity and professionalism in a home-based environment.
Languages
Spanish
Full Professional
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$21/hr - $30/hrTimeline
Customer Support Specialist
Fairfax Cryobank
07.2025 - Current
Lab Assistant/Phlebotomist
HCA Healthcare
02.2025 - 07.2025
Access Control Officer
Sitemetric
09.2024 - 01.2025
Supervisor
Eddie Bauer
05.2024 - 09.2024
Substitute Teacher
Fairfax County Public Schools
11.2022 - 12.2023
Retail Customer Service Associate
Nike
10.2022 - 10.2023
Patient Service Representative bilingual (Call Center)
Morrison Healthcare
02.2021 - 07.2022
Phlebotomy Intern / Medical Assistant
Tu Family Clinic
02.2021 - 04.2021
Supervisor
Dick’s Sporting Goods
07.2019 - 11.2020
Bachelor of Arts - Chemistry
George Mason University
Associate of Science -
Northern Virginia Community College
High School Diploma -
Centreville High School