Cutenell Jabateh
Dallas
Summary
Professional with experience in customer service roles, adept at addressing customer needs and resolving issues efficiently. Strong focus on team collaboration and achieving results ensures reliability and adaptability to changing demands. Skilled in communication, conflict resolution, and maintaining positive customer experience, with consistent track record of contributing to team success and high customer satisfaction. Motivated and self-started to provide outstanding customer service to each caller.
Overview
9
9
years of professional experience
Work History
Natural Disaster/Customer Service Call Center Representative
FEMA
03.2024 - Current
- Resolved customer inquiries efficiently through effective communication and problem-solving techniques.
- Managed high volume of inbound calls while maintaining accuracy in data entry and documentation.
- Process applications: Help callers navigate the application process for federal assistance programs.
- Implemented process improvements to enhance call handling efficiency and customer satisfaction rates.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisting disaster survivors by providing information about disaster assistance programs, helping them apply for aid, and answering questions about the recovery process.
- Assist survivors: Provide information and guidance to individuals affected by disasters through phone calls.
- Provide information: Answer questions about disaster relief, eligibility and required documentation.
- Key responsibilities: Handling inquires, processing applications, documenting interactions, and escalating complex issues.
- This positions require strong communication, empathy, and the ability to work in a fast-paced, high-stress environment.
Orthodontic Assistant
Fourth Dimension Orthodontic & Craniofacial Orthopedics
11.2021 - 02.2023
- Maintaining accurate records of patients' oral health histories and treatment progress.
- Ensuring that all orthodontic instruments and equipment are properly sterilized before each use.
- Keeping patients’ mouths dry during orthodontic procedures by using a suction hose as needed.
- Taking intraoral X-rays of patients’ mouths.
- Taking photographs of patients’ teeth to aid the Orthodontist in developing treatment plans and to document patient progress.
- Taking dental molds of patients’ teeth for the fabrication of customized mouth guards and retainers.
- Removing and replacing wires, coil springs, donuts, and elastic bands.
- Educating patients on proper oral hygiene practices and braces aftercare.
Call Center Representative
Blue Cross Blue Shield
05.2019 - 11.2021
- Accepted payment for monthly premiums
- Advised customers of their Verification of benefits, copays for medical procedures and durable medical equipment
- Researched cheaper rates for prescription cost
- Found doctors and laboratories in customers area that met their needs.
- Handles various incoming and outgoing collections-focused phone calls
- Resolves customer questions, complaints and collections inquiries in a professional, helpful manner
- Connects with existing and potential customers and aims to resolve inquiries related to receivables management
- Utilizes computer system to verify and document customer requests
- Talks to customers over the phone to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls to supervisor when necessary and appropriate
Account Representative
Enegtry
01.2017 - 05.2019
- Respond to billing inquiries and handle customers' high bill complaints.
- Provide information about company programs, products and services.
- Report electric and gas emergencies and outages.
- Provide data to customers requesting new services and/or construction.
Education
High School Diploma -
Emmitt J Conrad
Dallas, TX08-2016
Diploma - Dental Assistant
The College of Health Care Professions
Fort Worth, TX11.2022
Skills
- Tray set-ups
- English
- Office Technology
- Microsoft Office, Dentrix
- Charting
- Four-handed Dentistry
- Digital Radiology
- Knowledge of OSHA & HIPAA
- Instrument Sterilization
- Chair-side Assistance
- Impressions and Model Trimming
- Customer satisfaction
- Problem-solving skills
- Customer support
- Data entry
- Gathering information
- Payment processing
- Attention to detail
Section name
Authorized to work in the US for any employer
Languages
English
Full Professional
Timeline
Natural Disaster/Customer Service Call Center Representative
FEMA
03.2024 - Current
Orthodontic Assistant
Fourth Dimension Orthodontic & Craniofacial Orthopedics
11.2021 - 02.2023
Call Center Representative
Blue Cross Blue Shield
05.2019 - 11.2021
Account Representative
Enegtry
01.2017 - 05.2019
Diploma - Dental Assistant
The College of Health Care Professions
High School Diploma -
Emmitt J Conrad