Customer Service Community Outreach

Sheila Kato

West Hartford, CT ************@*****.*** 860-***-****

Bachelor of Arts in Criminology Certified in IT Auditing & Cybersecurity

Professional Summary

Dedicated and detail-oriented professional with 10+ years of experience in customer service, community outreach, and administrative support. Skilled in building client relationships, managing high-volume workflows, and ensuring compliance with organizational standards. Certified in IT Auditing and Cybersecurity, with strong analytical abilities and a foundation in criminology. Adept at bridging people-focused service with technical and compliance expertise.

Core Skills

• Customer Service & Client Relations

• Conflict Resolution & De-escalation

• IT Auditing & Cybersecurity Fundamentals

• Risk Assessment & Policy Review

• Microsoft Office Suite EMR/PM Systems

• Scheduling & Documentation Management

• Leadership & Training

• Community Outreach & Public Relations

Professional Experience

Referral Specialist

Charter Oak Health Center – Hartford, CT Jun 2024 – Present

• Coordinate patient referrals to external specialists, ensuring timely scheduling and follow-up.

• Prepare and transmit documentation to specialty providers while maintaining compliance with internal processes.

• Track outreach efforts and follow-up to support continuity of care.

Community Outreach Specialist

Leo Outreach – Bloomfield, CT Jan 2024 – Jul 2024

• Supported homeless individuals, survivors of domestic violence, and at-risk youth by connecting them with resources.

• Planned and coordinated outreach events, maintaining calendars and meeting deadlines.

• Represented the organization through donor and media communications, updating brochures and web content.

Title Clerk / Customer Service

Copart – New Britain, CT Sep 2021 – Present

• Process title paperwork and customer payments accurately.

• Manage multi-line phone systems and resolve client inquiries.

• Maintain organized filing and documentation for vehicle sales and transfers.

Customer Service Representative

OTIS – Bloomfield, CT Sep 2022 – Jul 2023

• Handled high-volume calls, addressing customer inquiries and complaints with professionalism.

• Utilized customer service databases to manage case records and resolutions.

• Delivered consistent customer satisfaction by adhering to communication policies and procedures.

Call Center Representative

Travelers – Windsor, CT Apr 2019 – May 2021

• Resolved customer concerns and de-escalated complaints while ensuring positive experiences.

• Informed clients of company services, policies, and updates.

• Assisted in onboarding and training new representatives.

Head Teacher

Educational Daycare – West Hartford, CT May 2016 – Aug 2018

• Designed and implemented age-appropriate curriculum and activities.

• Supported early childhood development through individualized instruction.

• Maintained compliance with licensing and safety requirements.

Manager Assistant

Tumble Brook Country Club – Bloomfield, CT Jun 2014 – Sep 2017

• Scheduled staff coverage during peak hours and trained new team members.

• Managed customer requests, inventory, and financial transactions.

Intern – Manson Youth Institution

Cheshire, CT Nov 2015 – Apr 2016

• Assisted with discharge paperwork, case reviews, and client interviews.

• Supported job fairs, resume building, and interview preparation for youth clients.

Security Guard

Brookdale Chatfield – West Hartford, CT Aug 2014 – Dec 2015

• Patrolled property, monitored surveillance systems, and responded to incidents.

• Filed reports, documented observations, and guided residents/visitors.

Education

Bachelor of Arts in Criminology

Central Connecticut State University – New Britain, CT

Certifications

IT Auditing & Cybersecurity Certification

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