Lessons in Leadership with Cristina Zelaya

When challenges arise in a growing business, success often depends on the people willing to step forward.

For Cristina Zelaya, Customer Service Manager at EcoShield’s East D.C. branch, that opportunity arrived unexpectedly. When leadership changes created uncertainty within the branch, she found herself helping guide the team through a period of transition while continuing to support customers and employees alike.

Looking back, Cristina sees the experience as both challenging and rewarding.

“It was challenging because I don’t know everything about the field,” she said. “But I do see it as a blessing that I was able to get that opportunity to just get my feet wet in that.”

Finding a Home at EcoShield

Zelaya joined EcoShield two years ago as a Customer Service Representative in the North D.C. branch. When the East D.C. branch opened, she accepted a promotion to Customer Service Manager and embraced the opportunity to grow.

Prior to EcoShield, her experience was primarily in customer service, not pest control.

“It was my first time in the pest control field, which I would have never thought in a million years that I would do,” she said. “But I fell in love with it.”

What keeps her passionate about the work is simple: helping people.

“Customers that have a lot of issues, inhumane conditions up to a certain point sometimes—those stories really tug at my heart,” Zelaya said. “When we’re able to flip that around, I absolutely live for those types of scenarios.”

For her, pest control isn’t just about treating pests. It’s about helping people feel comfortable and safe in their homes again.

Turning a Corner

The East D.C. branch faced its share of challenges during its first year. Leadership transitions, organizational changes, and operational hurdles created uncertainty for the team.

According to Zelaya, things began to change when new General Manager joined the branch. The partnership worked because both leaders brought different strengths to the table. “He knew pest control and he knew the business, but he didn’t know EcoShield,” Zelaya explained. “So, I put in my brains, he put in his brains, and we managed to just work it out.”

The result was one of the branch’s strongest months yet, including record route completion performance.

“It was such a successful month,” she said. “We’re so grateful and happy for it.”

Bringing Back the EcoShield Culture

For Zelaya, the biggest victory wasn’t operational but cultural.

Reflecting on the branch’s recent progress, she said the atmosphere feels dramatically different today than it did just months ago.

“The whole environment, the culture, now it feels like the true EcoShield that I knew when I came in.”

She has seen the difference firsthand through employee feedback, team engagement, and events like the recent summer kickoff celebration.

“I’m getting a lot of feedback from my CSRs. The ambience and the culture is back!”

That renewed energy has helped employees feel connected, supported, and excited about the future.

Leading with Purpose

When asked what advice she would give someone facing a similar challenge, Cristina’s answer reflected the mindset that has guided her career.

She believes every employee has an important role to play. “You’re here because you’re needed. You’re here because you play a very important role. And once you figure that out, you’ll be able to just be so successful at what you do.”

For Zelaya, understanding your purpose creates confidence, clarity, and motivation.

“Making sure that you have clarity of what your purpose is, what your role is, it’s very important.”

Building Strong Teams

Asked how she creates a positive environment across a team with different personalities, learning styles, and responsibilities, Zelaya pointed to three fundamentals: organization, communication, and empathy.

“Having great organizational skills is essential,” she said. “Communication is very, very important.”

She also makes a point to understand how each employee learns and processes information.

“I try my best to facilitate and cater to everybody’s learning abilities,” she said. By adapting her leadership style to individual team members, she creates stronger connections, and better outcomes.

“It helps them be more understood and bring to the table more tangible resolutions whenever there is an issue."

Celebrating the People Behind Success

Cristina’s story reflects the resilience, teamwork, and customer-first mindset that define EcoShield. Through change and challenge, she helped her branch stay focused, support one another, and achieve a new level of success. As East D.C. continues to grow, the team is building on a foundation of strong leadership, collaboration, and purpose.