Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Cutler

San Antonio

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

10
10
years of professional experience

Work History

Participant Relationship Manager

Morgan Stanley
07.2022 - 05.2025
  • Supported sales team members to drive growth and development.
  • Guided junior team members through project task and professional development.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Built relationships with participants through positive attitude and communication.
  • Collaborated with other departments within the organization to ensure that all participant needs were met in a timely manner.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Promoted available products and services to customers during service, account management and order calls.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Managed multiple customer accounts simultaneously while providing superior service.
  • Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
  • Worked closely with other teams to identify trends in escalated cases.
  • Assisted in training new escalation specialists on procedures and processes.
  • Provided technical support to customers with escalated issues.
  • Performed research on customer inquiries prior to escalating them for further review.
  • Monitored ongoing escalations for resolution progress.
  • Conducted comprehensive risk assesments.
  • Demonstrated strong time management skills by prioritizing tasks and meeting tight deadlines for IPO enrollment projects.
  • Managed domestic and international wire transfers with accuracy and efficiency.
  • Scheduled appointments with eligible candidates to discuss retirement or investment strategies with a Financial Advisor.

Business Support Specialist

JPMorgan Chase
01.2019 - 03.2022
  • Skillfully navigated challenging accounts escalations, demonstrating strong negotiation skills and deep product knowledge.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Managed business banking clients inquires, incoming ACH/Wire transactions.
  • POS (Point of sale) system onboarding or troubleshooting.
  • Initiated fraud claim case on customers behalf.

General Manager

Sonic Drive Inn
12.2017 - 01.2019
  • Managed budget implementations, employee reviews, training, schedules.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
  • Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
  • Maintained facility and grounds to present positive image.
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.

Customer Service Representative

Bank of America
03.2015 - 12.2017
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Advised customers on how best to resolve their issues without escalating them further.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
  • Maintained detailed records of customer interactions, tracking concerns and resolutions.
  • Conducted thorough reviews of flagged transactions, minimizing false positives and maintaining client trust.
  • Maintained up-to-date knowledge of industry best practices and regulatory requirements, ensuring compliance at all times.
  • Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.

Education

GED -

San Antonio College
San Antonio, TX
01-2012

Skills

  • Technical support
  • Escalation management
  • Time management
  • Financial services
  • Risk assessment
  • Account set up
  • Requirements determination
  • Wealth management offerings
  • Deadline management
  • Written and verbal communication

Timeline

Participant Relationship Manager

Morgan Stanley
07.2022 - 05.2025

Business Support Specialist

JPMorgan Chase
01.2019 - 03.2022

General Manager

Sonic Drive Inn
12.2017 - 01.2019

Customer Service Representative

Bank of America
03.2015 - 12.2017

GED -

San Antonio College

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