Jeraldine Cutler
Miami Gardens,FL
Summary
Proven track record of enhancing customer satisfaction and streamlining operations, as demonstrated during 10 years of tenure at Comcast. Skilled in MS Office and adept in customer service, Excelled in problem-solving and time management. Achieved significant improvements in service delivery by leveraging punctuality and reliability, alongside a strong commitment to safety and efficiency.
Overview
14
14
years of professional experience
Work History
Ride Share Driver/Food Runner
Uber Technologies Inc.
02.2020 - Current
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Upheld high standards of cleanliness within vehicle's interior/exterior appearance, providing excellent professional image for Uber company at all times.
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
Call Center Representative-Pharmacy Technician
Walgreens
05.2021 - 09.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Processed new patient registration by entering data into appropriate system.
- Handled patient registration request within HIPPA guidelines and entered refills for processing.
- Provided assistance to Pharmacists in facility an other locations.
- Identifies and communicated issues to Senior Level Staff as appropriate.
Environmental Services Housekeeper
Crothall Healthcare
10.2020 - 04.2021
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Emptied trash cans and recycling bins to promote clean, sanitary environment, and reduce odors and debris.
- Contributed to positive patient experiences by maintaining clean, orderly, and welcoming environments throughout the facility.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Removed hazardous and medical waste from exam rooms, treatment rooms, and surgery suites to minimize risks to patients and medical personnel.
- Interacted with hospital staff, patients, and families to demonstrate good customer service techniques.
- Improved infection control measures by meticulously disinfecting high-touch areas in patient rooms, restrooms, and common spaces.
- Utilized chemicals and cleaning equipment to meet facility's predetermined sanitation and cleanliness quality standards.
- Reduced cross-contamination risks with thorough cleaning practices and proper disposal of hazardous materials.
- Enhanced cleanliness standards by consistently adhering to established protocols and using appropriate cleaning solutions.
- Showcased exceptional work ethic and reliability, contributing to team success and maintaining high levels of cleanliness throughout the facility.
- Maintained a safe environment for patients, staff, and visitors through diligent inspection and maintenance of equipment and supplies.
Customer Service Professional
Comcast
10.2010 - 04.2019
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Conducted thorough research to provide accurate information, enhancing the overall customer experience.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Recognized by management for consistently surpassing performance targets and demonstrating a strong commitment to the organization''s customer-centric values.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Balanced competing priorities under pressure by effectively multitasking while remaining focused on delivering exceptional customer support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Increased customer loyalty with personalized support and assistance in selecting suitable products or services.
- Contributed to team success by sharing knowledge of product updates, policy changes, and industry trends with colleagues.
- Boosted sales revenue by skillfully promoting diverse service options.
- Identified opportunities for upselling or cross-selling during interactions, boosting company revenue without jeopardizing customer relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and provided backup support for organizational leadership.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Demonstrated best judgment in the disbursement of adjustments and credits.
- Assisted New Hires while in nesting.
- Transferred from Call Center to work from home (CCoW) Call Center Without Walls.
Education
Associate of Science - Criminal Justice Technology
Miami Dade College
Miami, FL12.1991
High School Diploma -
Miami Edison Senior High School
Miami, FL06.1987
Skills
- City and non-city driving
- Punctual and Reliable
- Problem-Solving
- Time Management
- Valid Driver's License
- Customer Service
- Clean Driving Record
- MS Office Flexible Schedule
- Punctuality
- Safety Protocols
- Appointment Scheduling
- Processes and procedures
- [Language] Fluency
- Passenger Safety
- Leadership
- Microsoft-Internet Explorer, Word, Excel, Outlook, Windows
- MS Office
- MS Word/Works
- MS Power Point
- Enthusiastic and courteous phone and live communication skills
- Proficient ACSR Biller
- Apart of Call Flow Quality Pilot and Implementation Team
- Professional of IPP retention skill set calls
Additional Information
Hobbies
Reading
Horseback Riding
Exercising
Arts and Crafts
Bowling
Timeline
Call Center Representative-Pharmacy Technician
Walgreens
05.2021 - 09.2023
Environmental Services Housekeeper
Crothall Healthcare
10.2020 - 04.2021
Ride Share Driver/Food Runner
Uber Technologies Inc.
02.2020 - Current
Customer Service Professional
Comcast
10.2010 - 04.2019
Associate of Science - Criminal Justice Technology
Miami Dade College
High School Diploma -
Miami Edison Senior High School