Summary
Overview
Work History
Education
Skills
Leadership & Activities
Timeline
Generic

Johnetta Cuff

Flushing,NY

Summary

Experienced and highly adaptable customer support professional with a strong background in delivering outstanding service across phone, email, and chat. Trusted for a calm, empathetic presence and a talent for resolving complex issues with care and precision. Adept at navigating high-pressure situations, managing escalations, and collaborating cross-functionally to improve workflows and customer satisfaction. Known for identifying process gaps and offering thoughtful, actionable solutions that enhance customer experience and team performance. Energized by fast-paced, people-focused environments where innovation, learning, and authentic connection are valued.

Overview

15
15
years of professional experience

Work History

Behavior Technician

Momentum Behavior Care
01.2025 - Current
  • Implemented behavior intervention plans to support clients in achieving therapeutic goals.
  • Collaborated with multidisciplinary teams to develop individualized treatment strategies.
  • Monitored client progress and documented behavioral data using electronic record systems.
  • Trained and mentored junior staff on best practices in behavior management techniques.
  • Conducted assessments to identify client needs and recommend appropriate interventions.
  • Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.

Client Service Representative

OsteoStrong
03.2018 - 02.2025
  • Delivered phone-based support to high-volume clientele, consistently resolving issues with professionalism and empathy
  • Developed expertise in wellness technology to recommend services aligned with individual client goals
  • Handled escalations calmly, acting as a liaison between clients and leadership to ensure optimal outcomes
  • Enhanced service workflows by flagging recurring issues and contributing insights to leadership for product improvement
  • Contributed to maintaining high client retention and satisfaction through consistent follow-up and proactive outreach
  • Remote/Hybrid

Lead Retail Clerk / Interim Supervisor

United States Postal Service
09.2012 - 02.2018
  • Supervised a 20-person team and oversaw daily operations, prioritizing customer needs and team coordination
  • Delivered frontline customer service in a high-volume environment, resolving inquiries via phone and in person
  • Led operational improvements that reduced turnaround times by 30% and increased team efficiency
  • Supported executive staff with logistics, scheduling, and data tracking under tight deadlines

Retention Support Agent

Sprint Corporate
03.2010 - 07.2012
  • Handled inbound and outbound retention calls to support high-priority accounts and mitigate churn
  • Processed daily payments exceeding $12,000 while maintaining compliance and customer confidentiality
  • Used investigative and communication skills to address billing issues and technical concerns quickly
  • Escalated urgent matters cross-functionally, reducing resolution time and improving satisfaction scores

Education

Bachelor of Arts - Industrial Psychology

Southern New Hampshire University (Remote)
Manchester, NH
06.2025

Skills

  • Technical: Google Suite, Zendesk (Familiar), CRM Systems, MacOS & iOS proficiency
  • Communication: Phone, Email, Live Chat Support; Escalation Handling; Conflict Resolution
  • Analytical: Critical Thinking, Root Cause Analysis, Workflow Optimization
  • Active listening
  • Data collection
  • Documentation skills

Leadership & Activities

  • National Society of Leadership and Success
  • Honors Member
  • November 2022 – Present
  • Completed leadership training modules focused on goal setting, accountability, and team dynamics
  • Participated in peer mentorship and professional development workshops

Timeline

Behavior Technician

Momentum Behavior Care
01.2025 - Current

Client Service Representative

OsteoStrong
03.2018 - 02.2025

Lead Retail Clerk / Interim Supervisor

United States Postal Service
09.2012 - 02.2018

Retention Support Agent

Sprint Corporate
03.2010 - 07.2012

Bachelor of Arts - Industrial Psychology

Southern New Hampshire University (Remote)

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