Zarsha User

Handled inbound intake calls for multiple professional brands, qualifying callers as new or existing clients and scheduling appointments where applicable. Provided warm transfers with concise caller briefs to support efficient, informed client interactions.

Managed high-volume inbound and outbound calls for a pet prescription platform, assisting customers with orders, reorders, Rx status, troubleshooting, refunds, and cancellations. Retained at-risk customers by addressing concerns, escalating complex cases to pharmacy, billing, and veterinary teams for timely resolution.

Maintained test accuracy using rigorous QA protocols and cross-referencing results with external laboratories. Managed lab inventory end-to-end, produced daily sales/performance reports, and led a Ministry of Health standards upgrade and staff safety procedure improvements.

Performed up to 30 daily patient evaluations across serological, chemical, urinalysis, and hematological testing while maintaining specimen collection and handling protocols. Managed laboratory operations in the absence of supervising staff and improved organization and workflow to enhance service continuity.

Assisted domestic and international travelers with itinerary planning based on budget and preferences. Calculated travel and accommodation costs, prepared invoices, and managed multi-staff scheduling in a CRM system.

Supervised a multi-staff team by enforcing quality standards, deadlines, and operational procedures. Recruited, interviewed, hired, and trained employees, and provided office-wide software training and troubleshooting support to improve productivity.

Analyzed agent performance metrics and provided targeted coaching to improve sales quality and client outcomes. Drove revenue growth for clients through data-informed strategy and continuous performance monitoring.

Served as a communication bridge between the institution and customers to improve service accessibility and satisfaction. Managed customer interactions focused on clear support and responsive service.

Earned a Bachelor's in Medical Lab Science at the University of Belize (Belmopan) from 2022 to 2023.

Completed an Associate of Applied Sciences in Medical Laboratory Technology at the University of Belize (Belmopan) from 2015 to 2018.

Studied Biology & General Studies and completed an Associate of Science at St. John's College Junior College in Belize City from 2007 to 2010.