Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ZOLA ELLINGTON

Vienna,VA

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis, and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

12
12
years of professional experience

Work History

Private School Support Specialist

STRIDE
07.2020 - Current
  • Proactively manage service case queues for school support requests in Salesforce CRM, with the ability to meet SLAs for timely case resolution;
  • Resolve routine account-related requests such as cancellations, course extensions, reactivation, curriculum locks/unlocks, and various other tasks independently
  • Responsible for loading courses to student accounts for timely access to course content
  • Process tuition payments for returning Private
  • Process eCommerce orders via the K12 order management system
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Complete advanced/complex projects which may require cross-functional collaboration within a set timeline
  • Managed status of accounts and balances and identified inconsistencies.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Produced and sent out statements as requested by clients and assisted with collections.
  • Assessed accounts for payment status and reached out to customers.

CCTS Stand up Supervisor

Stride
06.2023 - 10.2023
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Compile, analyze, and organize data and information from multiple sources to carry out assignments and inform leadership on operational performance.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Highly proficient in Microsoft Office programs including Word, Excel, and Power Point
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Skilled at working independently and collaboratively in a team environment.
  • Gained strong leadership skills by managing projects from start to finish.
  • Learned and adapted quickly to new technology and software applications.

Lab Tech assistant

INOVA
05.2018 - 07.2020
  • Travel to different sites to cover other LTA’s
  • Register Patients, includes entering insurance via
  • Perform Blood draws & collect other specimens
  • Process CBC for Oncology
  • Greeted guests in with friendliness and professionalism.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Conducted venipuncture and other CT procedures.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Organized daily work based on collection priority.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Assembled tourniquets, needles, and blood collection devices to prepare work trays.
  • Packaged and shipped specimens to central lab daily.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Reviewed patient records for accuracy and completeness.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.

Shell Gas Station

Shell Gas Station
07.2011 - 06.2018
  • Checked customer identification for alcohol, cigarette, and lottery sales.
  • Maintained clean and orderly work station.
  • Counted nightly income, categorizing, and sending to bank on weekly basis.
  • Offered assistance to customers unfamiliar with fueling vehicles, demonstrating appropriate measures for pumping gas.
  • Cleaned up gas and other spills in accordance with spill procedures.
  • Maintained inventory of all saleable items.

Lab

Sunrise Medical
07.2016 - 05.2018
  • Calibrated and maintained instruments to keep equipment fully operational.
  • Kept laboratory supplies prepared by inventorying stock, placing orders and verifying receipt.
  • Performed testing and quality control using approved laboratory procedures and instrumentation.
  • Stored, transported and submitted urinalysis samples.
  • Operated basic laboratory equipment such as balances, pH meter, colorimeter, spectrophotometer, autoclave and evaporator.
  • Documented information by maintaining daily logs and equipment record books.
  • Cleaned and sterilized tools and equipment to maximize purity of specimens.

Education

No Degree - Nursing

Northern Virginia Community College
Annandale, VA

Assistant/ Lab Tech Diploma - undefined

Medtech College
2014

High School Diploma - undefined

Fairfax High school
2012

Skills

  • Bilingual
  • People Skills
  • Problem-Solving
  • Critical Thinking
  • Communication Skills
  • Priority Management
  • Performance Tracking and Evaluations
  • Administration and Reporting
  • Customer Service

Languages

Spanish
Native or Bilingual

Timeline

CCTS Stand up Supervisor

Stride
06.2023 - 10.2023

Private School Support Specialist

STRIDE
07.2020 - Current

Lab Tech assistant

INOVA
05.2018 - 07.2020

Lab

Sunrise Medical
07.2016 - 05.2018

Shell Gas Station

Shell Gas Station
07.2011 - 06.2018

No Degree - Nursing

Northern Virginia Community College

Assistant/ Lab Tech Diploma - undefined

Medtech College

High School Diploma - undefined

Fairfax High school

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ZOLA ELLINGTON