Kristina Cardona
Coventry,CT
Summary
Professional with extensive experience in customer service. Strong focus on team collaboration and achieving results. Adept at handling inquiries, resolving issues, and adapting to changing needs. Reliable with excellent communication and problem-solving skills.
Knowledgeable CSR with solid background in customer service roles and proven track record of resolving customer inquiries efficiently. Skilled in handling high-volume call environments and notching up positive customer feedback. Demonstrated strengths in active listening and problem-solving, consistently enhancing customer satisfaction.
Overview
19
19
years of professional experience
Work History
CSR Customer Service Representative
TRUMPF INC
02.2023 - 02.2025
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment. Created cases via email and phone
- Created quotes for spare parts
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Critical Care Technician
Backus Hospital
07.2016 - 02.2022
- Tracked daily activities took and charted vitals in EPIC for consistent reporting
- Collaborated with team members to meet daily demands and handle challenging projects
- Protected company and customer data by consistently following HIPPA policies
- Maintained full compliance with legal, health, and safety regulations
- Trained new team members in patient care and ways to exceed performance expectations
- Verified level of supplies and requested new inventory to meet service levels
- Helped team handle high-volume work by prioritizing tasks and organizing supplies
- Carried out direct patient care activities, including dressing wounds and assisting with procedures
- Protected patients when collecting specimens by following proper aseptic techniques
- Helped stabilize and treat patients during emergency situations
- Kept healthcare team informed with regular updates to patient charts, including vitals, treatments, and responses
- Enhanced healthcare standards through effective team collaboration and delivery of high-quality care
- Supported registered nursing staff, helping develop and carry out effective care plans
- Minimized infection risk to staff and patients, cleaning and sanitizing rooms, equipment, and tools
- Resolved patient issues by quickly responding to calls and emergency issues
- Prevented bedsores, consistently turning patients every 2 hours
- Enhanced patient physical recovery with emotional and social support
- Developed solid relationships with staff, customers, and vendors
PCT 2
Windham Hospital
10.2011 - 09.2021
- Answered calls from patient family members and medical staff, assigned bed assignments for incoming patients
- Created internal appointments for patients updates to patient charts
- Watched telemetry monitor and reported any cardiac changes to RN and MDs
- Tracked daily activities took and charted vitals in EPIC for consistent reporting
- Collaborated with team members to meet daily demands and handle challenging projects
- Protected company and customer data by consistently following HIPPA policies
- Maintained full compliance with legal, health, and safety regulations
- Trained new team members in patient care and ways to exceed performance expectations
- Verified level of supplies and requested new inventory to meet service levels
- Helped team handle high-volume work by prioritizing tasks and organizing supplies
- Carried out direct patient care activities, including dressing wounds and assisting with procedures
- Protected patients when collecting specimens by following proper aseptic techniques
- Helped stabilize and treat patients during emergency situations
- Kept healthcare team informed with regular updates to patient charts, including vitals, treatments, and responses
- Enhanced healthcare standards through effective team collaboration and delivery of high-quality care
- Supported registered nursing staff, helping develop and carry out effective care plans
- Minimized infection risk to staff and patients, cleaning and sanitizing rooms, equipment, and tools
- Resolved patient issues by quickly responding to calls and emergency issues
- Prevented bedsores, consistently turning patients every 2 hours
- Enhanced patient physical recovery with emotional and social support
- Developed solid relationships with staff, customers, and vendors
Monitor Unit Coordinator
William W Backus Hospital
11.2015 - 07.2016
- Answered calls from patient family members and medical staff, assigned bed assignments for incoming patients
- Created internal appointments for patients updates to patient charts
- Watched telemetry monitor and reported any cardiac changes to RN and MDs
Physical Therapy Aid
Windham Hospital Rehab
11.2013 - 07.2014
- Assisted with check in/check out set up patient rooms
- Applied heat or ice to affected area while patient waited for Physical Therapist
CNA
Westview Health Care
06.2007 - 11.2011
- Assisted with ADL's for residents
Paraprofessional
Groton Public School District
09.2006 - 06.2007
- Kindergarten Para, then 1:1 with child with developmental disabilities
PCA
Express Scripts
11.2005 - 06.2006
- Assisted customers in filling Rx's via internal computer system, answered questions about RX benefits
Education
Physical Therapy Aid -
PennFoster
01.2009
High School Diploma -
Robert E Fitch
Groton, CT06-1997
CNA -
Robert E Fitch Highschool
06-1996
Skills
- Strong communication skills
- Active listening abilities
- Problem-solving aptitude
- Empathy
- Dedication to providing excellent customer service
- Ensuring prompt and efficient resolution of customer inquiries while maintaining a positive and professional demeanor
- Call center experience
- Complaint resolution
- Discipline
Activities
- Preceptor at Windham, Backus and TRUMPF
- 1st Aid course for mental health
- BLS
- Telemetry
- EKG's
- Typing 55 WPM
Occupational Licenses Certificates And Training
- CNA, Robert E Fitch High School, 06/01/96, 09/01/22
- Physical Therapy Aid, PennFoster, 01/01/09
Timeline
CSR Customer Service Representative
TRUMPF INC
02.2023 - 02.2025
Critical Care Technician
Backus Hospital
07.2016 - 02.2022
Monitor Unit Coordinator
William W Backus Hospital
11.2015 - 07.2016
Physical Therapy Aid
Windham Hospital Rehab
11.2013 - 07.2014
PCT 2
Windham Hospital
10.2011 - 09.2021
CNA
Westview Health Care
06.2007 - 11.2011
Paraprofessional
Groton Public School District
09.2006 - 06.2007
PCA
Express Scripts
11.2005 - 06.2006
Physical Therapy Aid -
PennFoster
High School Diploma -
Robert E Fitch
CNA -
Robert E Fitch Highschool
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