Kassandra Martinez Colato
Charlotte,NC
Summary
Resourceful and customer-focused professional with over 10 years of experience in customer service, technical support, and team leadership. Proven track record of delivering exceptional service in fast-paced environments, resolving complex issues, and driving customer satisfaction. Skilled in troubleshooting, conflict resolution, and guiding teams toward performance goals. Adept at maintaining strong client relationships, and promoting loyalty to support business growth.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
CPI Security Systems Inc.
05.2022 - Current
- Troubleshoot technical issues and guide customers through device setup, diagnostics, and resolution processes.
- Handle customer billing inquiries, account updates, and service requests with accuracy and professionalism.
- Resolve customer concerns with a focus on retention and satisfaction, contributing to customer loyalty.
- Document all customer interactions to maintain accurate service records and improve team knowledge base
Customer Service Representative
Spectrum
11.2019 - 04.2022
- Delivered efficient and empathetic customer support across billing, technical, and service inquiries.
- Consistently met or exceeded metrics for call handling, service levels, and resolution time.
- Provided detailed guidance on billing policies and product options to educate and retain customers.
- Collaborated with team members to improve processes and elevate the customer experience.
Shift Supervisor
Starbucks Charlotte
01.2015 - 11.2019
- Led daily operations, including opening/closing procedures, staff scheduling, and inventory control.
- Trained and mentored team members to uphold company standards in service, safety, and product quality.
- Delivered outstanding customer experiences by addressing concerns promptly and professionally.
- Promoted team collaboration and performance through hands-on coaching and leadership.
Education
G.E.D -
Central Piedmont Community College
Charlotte, NC08.2008
Some College (No Degree) - Criminal Justice
Southern New Hampshire University
Hooksett, NHSkills
- Customer Support & Retention
- Technical Troubleshooting
- Call Center Operations
- Conflict Resolution & Mediation
- Billing & Account Management
- Critical Thinking & Problem Solving
- Organizational & Time Management Skills
- Team Leadership & Training
Timeline
Customer Support Specialist
CPI Security Systems Inc.
05.2022 - Current
Customer Service Representative
Spectrum
11.2019 - 04.2022
Shift Supervisor
Starbucks Charlotte
01.2015 - 11.2019
G.E.D -
Central Piedmont Community College
Some College (No Degree) - Criminal Justice
Southern New Hampshire University
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