Customer Service Nursing Assistant
Resume:
ZAINAB SUSAN OLIVE GBORIE
**** ********* ****, *** ***, Lanham, Maryland. 20706
Email: ********@*****.*** or *************@*****.***
Tel: 202-***-****
SUMMARY OF QUALIFICATIONS
Over 25 years of progressive experience in healthcare, customer service, management, and information systems.
Proven leadership, organizational, and interpersonal skills with a strong record in supervisory roles.
Experienced in managing clinical staff, overseeing infection control, and coordinating care teams.
Technologically proficient in Microsoft Word, Excel, PowerPoint, Access, and healthcare record systems.
Exceptional ability to learn quickly, implement new processes, and foster a culture of quality and accountability.
EDUCATION
M.S. in Healthcare Information, Management, and Technology
University of Maryland Global Campus (UMGC), 2023 – Present
B.Sc. in Financial Services
Institute of Public Administration and Management, University of Sierra Leone, 2010-2014
Professional Certifications
Geriatric Nursing Assistant (GNA)
Certified Nursing Assistant (CNA)
Certified Medication Technician (CMT)
PROFESSIONAL EXPERIENCE
Direct Support Professional, Job Coach & Supervisor
Verigreen Inc. / Heartwood Foundation
Supported individuals with developmental disabilities in daily living and employment goals.
Provided medication administration and advocated on behalf of clients.
Supervised staff, documented reports, and coordinated individualized care plans.
Keep updated on MAR and individual meal ledger.
Medical Technician & Memory Care Supervisor
Arbor Terrace Senior Living / The Landing of Silver Spring
Administered medications and supervised team members in memory care units.
Coordinated resident care with physicians and families.
Managed incident reporting and ensured compliance with health documentation.
Support the Unit Manager with administrative tasks, including filing patient documents, updating insurance information, coordinating activities, and advocating on behalf of residents with management and providers.
Served as the intermediary between the residents' families, providers, and Arbor Terrace for their supplies.
Provide daily reports on residents and also update the residents’ weekly care plans.
Give suggestions and recommendations for PRN physician orders.
Ensure that all residents with special meal requirements receive their correct meals, primarily mechanical or pureed options.
Keep records of residents and staff supplies.
Infection Control Coordinator
Arbor Terrace Senior Living and The Landing of Silver Spring
Led COVID-19 response, testing, and reporting for residents and staff.
Ensured compliance with CDC guidelines; developed infection control protocols.
Record all residents and staff members with COVID-19
Ensured that all affected residents received monitoring and were provided with compliance kits.
Customer Service Associate
Shoppers World, Greenbelt, MD 2015–2017
Delivered responsive customer service across multiple platforms.
Resolved complaints, directed inquiries, and promoted products.
Human Resource Officer
Africell Mobile Company Ltd., Sierra Leone 2006–2008
Maintained employee records and managed payroll/benefits.
Organized staff meetings and conducted HR administrative duties.
Drafted employment letters and coordinated HR compliance.
Call Center Supervisor
Splash Mobile Money, Sierra Leone 2009–2012
Supervised daily operations of a mobile banking call center.
Managed agent training, reported performance metrics, and coordinated with partners.
Head of Banking Operations
Splash Mobile Money, Sierra Leone 2013–2015
Managed interbank reconciliation processes and agent coordination.
Produced financial reports and resolved outstanding transactions.
RESEARCH & PROJECT EXPERIENCE
Young Women Leaders (British Council Project), Sierra Leone
Researched the impact of NGOs on women’s economic development.
Designed and managed community development initiatives.
Authored concept notes, project proposals, and monthly financial reports.
PROFESSIONAL TRAINING
Leadership Quality Skills – British Council, Sierra Leone (2003)
Youth Leadership – Young People Change the World, UK (2004–2005)
Microsoft Office & Networking Workshops – Local NGOs (2005)
TECHNICAL SKILLS
Microsoft Office Suite (Word, Excel, PowerPoint, Access)
Electronic Health Record Systems (EHR)
Patient Care and Documentation
Compliance & Infection Control Protocols
COMMUNITY INVOLVEMENT
President – Vine Memorial Secondary School Old Girls Association (USA)
Member – Zion Evangelical Lutheran Church Choir & Health Team
Event Organizer – Community Sports & Cultural Events
Member – Redeemers Church of Christ
AFFILIATIONS
Young Women Leaders Sierra Leone, British Council
Master's Touch Decoration Team and Choir
REFERENCES Available upon request.
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