KRISTEN CATO
Customer Service Representative
Miramar,FL
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Dedicated and personable Customer Service Representative with 4 years of experience delivering exceptional support in fast-paced environments. Skilled in handling customer inquiries, resolving issues efficiently, and building lasting client relationships. Strong communicator with a proven ability to de-escalate situations, manage high call volumes, and exceed performance metrics. Adept at using CRM systems, multitasking under pressure, and maintaining professionalism while providing positive customer experiences.
Overview
13
13
years of professional experience
2
2
Certificates
1
1
Language
Work History
Contact Center Representative
Advantmed
01.2022 - 04.2024
- Acted as firstpoint of contact and setting appointments for prospective clients
- Managed an average of 100 calls while remaining focused on delivering excellent customer experiences.
- Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
- Reduced appointment cancellations by consistently confirming dates and times with clients via phone calls and emails.
- Documented interactions and updated CRM systems with client details, preferences, and appointment notes.
- Conduct surveys to follow up on feedback for after-visits
Appointment Setter
OMNI Interactions (Seasonal)
11.2021 - 01.2022
- Handled 50-80 incoming calls per day
- Acted as first point of contact and set appointments for COVID vaccine appointments
- Accurately maintained calendars, confirmed availability to ensure smooth workflow
- Used CRM software to accurately track progress on appointment setting goals and analyze trends for continuous improvement.
- Reduced appointment cancellations by consistently confirming dates and times with clients via phone calls and emails.
Customer Service Representative
Teleperformance
04.2021 - 11.2021
- Responded to customer requests for products, services, and company information
- Managed around 80-100 high call volumes and followed up with leads
- Ask a series of questions to qualify customers for Home, Life, and/or auto insurance
- Connect customers to licensed sales agent to complete requested quote
- Assisted with day-to-day operations, working efficiently and productively with all team members.
In-Home Care Services
Private Client
02.2017 - 06.2020
- Provided companionship and supervision for an elderly client in a private home
- Assisted with daily activities, medication reminders, and mobility support
- Prepared meals and maintained a clean, organized living space
- Monitored client well-being and reported concerns to family members
- Demonstrated patience, empathy, and reliability
- Made pharmacy calls at least 1-2 times per week to check status on medication orders.
Food Service Worker
Bossier Parish School Board
08.2015 - 05.2016
- Prepared and served meals following nutrition and safety guidelines
- Maintained clean and sanitary kitchen and serving areas
- Assisted with food prep, dishwashing, and inventory
- Provided courteous service to 300+ students and staff
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
Daycare Worker
Bright Beginnings Daycare
03.2011 - 11.2015
- Cared for 5 infants by feeding, diapering, and maintaining safe sleep routines
- Monitored health, development, and daily care needs
- Maintained clean, sanitized infant care areas
- Communicated regularly with parents and staff
Education
Business Entrepreneurship Certificate -
05-2021
High School Diploma - undefined
05-2006
Skills
Active listening
Relationship building
Time management
Call handling (inbound/outbound)
CRM software
Complaint resolution
Script adherence
Documentation and reporting
Appointment scheduling
Technical support
Problem-solving
Multitasking
Certification
June 2023Health Information Technology CertificateCoursea
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Timeline
Contact Center Representative - Advantmed
01.2022 - 04.2024
Appointment Setter - OMNI Interactions (Seasonal)
11.2021 - 01.2022
Customer Service Representative - Teleperformance
04.2021 - 11.2021
In-Home Care Services - Private Client
02.2017 - 06.2020
Food Service Worker - Bossier Parish School Board
08.2015 - 05.2016
Daycare Worker - Bright Beginnings Daycare
03.2011 - 11.2015
Haughton High School - High School Diploma,
Bossier Parish Community College - Business Entrepreneurship Certificate,