Zelda Fortmann
Atlanta,GA
Summary
Dynamic professional skilled in customer service and administrative support, with a focus on healthcare integration. Proficient in managing communications and data to optimize workflows and support team initiatives. Committed to enhancing customer experiences while ensuring operational excellence, seeking a role that aligns with these capabilities.
Overview
14
14
years of professional experience
Work History
Personal Nanny
Georgia Dream Nannies
Alpharetta, Georgia
01.2013 - Current
- Delivered nurturing childcare for children and infants from newborn to 15 years old, ensuring a safe and stimulating environment.
- Oversaw meal preparation, mealtime supervision, and hygiene practices, promoting children's health and well-being.
- Assisted with educational development through homeschooling support, classwork, and homework assistance.
- Provided consistent care in diverse settings, including travel, adapting to various family needs and maintaining structured routines.
- Nurtured children's development through engaging educational activities and play.
- Organized creative projects to enhance learning and imaginative skills.
- Created and maintained routines that provided stability and security for children.
- Collaborated with parents to implement discipline strategies and behavior management techniques.
Medical Information Contact Center Specialist
The Medical Affairs Company, A Parexel Company
Kennesaw, GA
09.2024 - 10.2025
- Coordinated 24/7 first-line support for contact center, facilitating effective communication among physicians, healthcare professionals, and translators.
- Managed and updated information in IRMS and approved databases, addressing diverse communication channels including faxes, voicemails, emails, and Medical Information Requests.
- Integrated customer service, data management, and administrative tasks to support departmental projects.
Customer Service Manager, Human Resources Manager
Paladin Wireless LLC
Royston, GA
01.2016 - 08.2024
- Managed customer service operations, resolving customer issues, onboarding new customers into CRM systems, and upselling products and services to enhance customer satisfaction.
- Generated customer satisfaction reports and crafted mass communications to enhance customer engagement and feedback.
- Facilitated company operations by delivering work orders to department heads and providing management with customer insights to inform decision-making.
- Trained new employees, combining human resources and customer service expertise to create a comprehensive onboarding experience.
Customer Service Representative
Bug Busters LLC
Woodstock, GA
06.2023 - 01.2024
- Processed account activities including RPS and auto pay, handling customer account creation, billing, and scheduling to ensure seamless service delivery and customer satisfaction.
- Addressed customer escalations and executed contracts while conducting inbound sales activities, showcasing adaptability in a fast-paced environment.
- Managed inbound and outbound communications for pest control licensing and procedures, facilitating work orders for educational institutions and ensuring compliance.
Human Resources, Partner Services, Receptionist
Pruitt Health Spring Valley
Buford, GA
12.2021 - 09.2022
- Facilitated HR functions such as hiring, onboarding, and employee relations, contributing to operational efficiency and improved partner satisfaction.
- Administered payroll and benefits management, ensuring accurate direct deposit setups and adherence to FMLA regulations and separation notice protocols.
- Coordinated reception and administrative tasks, managing calls and scheduling appointments to support daily operations and enhance customer service.
Education
B.Sc. - Radiological Technologies
Georgia Southern University
Savannah, GA01-2027
Skills
- Child Development
- Childcare Records
- Safety Compliance
- Onboarding support
- Customer Service
- Client Relations
- CRM platforms
- Data management tools
- Microsoft Office
- Administrative Tasks
- Order Processing
- Account Maintenance
- Medical triage
- System navigation
- Call handling
- Human Resources
- SOP development
Timeline
Medical Information Contact Center Specialist
The Medical Affairs Company, A Parexel Company
09.2024 - 10.2025
Customer Service Representative
Bug Busters LLC
06.2023 - 01.2024
Human Resources, Partner Services, Receptionist
Pruitt Health Spring Valley
12.2021 - 09.2022
Customer Service Manager, Human Resources Manager
Paladin Wireless LLC
01.2016 - 08.2024
Personal Nanny
Georgia Dream Nannies
01.2013 - Current
B.Sc. - Radiological Technologies
Georgia Southern University