Open To Work
Jaclyn Cutaiar
Jenkintown,PA
Summary
Results-driven Customer Care Center Supervisor with a proven track record in team management, coaching, and complaint handling. Committed to enhancing service quality and streamlining operations through effective cross-functional collaboration.
Overview
12
12
years of professional experience
Work History
Customer Care Center Supervisor
Nutrisystem
Fort Washington, PA
01.2014 - 03.2026
- Supervised customer care team, ensuring timely resolution of inquiries and enhancing service quality.
- Developed training programs to improve staff performance and customer interaction skills.
- Implemented process improvements that streamlined workflow and increased efficiency in issue resolution.
- Analyzed customer feedback to identify trends and inform strategic decisions for service enhancements.
- Monitored key performance indicators to assess team performance and drive accountability among staff members.
- Led team meetings to communicate updates, share best practices, and foster a collaborative environment.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Streamlined call center operations for increased efficiency and productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed relationship with E-Tech and off shore contact center to ensure all teams were fully trained and informed of proper business policies and producers with weekly meetings to review best practice.
- Oversaw sales operations, reviewed and responded to fraud claims with CB911
- Reviewed and responded to BBB or Attorney General Complaints
Education
High School Diploma -
Abington Senior High School
Abington, PASkills
- Strong work ethic
- Call center experience
- Coaching and mentoring
- Complaint handling
- Escalation management
- CRM software proficiency
- Team management
- Delegation and supervision
- Data tracking
- Cross-functional collaboration
- Teamwork and collaboration
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$30/hr - $1000/hrWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Care Center Supervisor
Nutrisystem
01.2014 - 03.2026
High School Diploma -
Abington Senior High School