Leigh Cutrer

Work History

Maximus/Capitol Bridge

Bogalusa, LA

08.2022 - Current

Answered incoming calls and providing Superior customer support or assistance with Medicare Healthcare questions and/or concerns.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Demonstrated excellent communication skills in resolving customer concerns or complaints.
De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
Educate customer on the different types of plans they could choose from.
Part of a selected survey team.
Took a survey after each call for Maximus to develop data on different types of call we are receiving.
Participated on a team in giving feedback on things me like about the new premiums part of NGD, as well as gave feedback on changes we would like to see.
Worked in Nesting.
Mentored CSR's both onsite and remotely on how to navigate Medicare's NGD and scripting.
Encouraged each CSR that they could conquer their concerns and learn this system and reach their potemtial.

Ron Denny's Heat, A\C & Electrical

Ponchatoula, LA

08.2017 - 01.2022

Maintained adequate staffing to meet objectives within budget.
Exercised good judgment and decision-making in escalating concerns and resolving issues.
Monitored staff performance and addressed issues.
Enforced customer service standards and resolved customer problems to uphold quality service.
Minimized staff turnover through appropriate selection, orientation and training.
Conducted quality, timely performance feedback and performance appraisals.
Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
Created training modules and documentation to train staff.
Trained employees on additional job positions to maintain coverage of roles.
Assigned tasks to associates to fit skill levels and maximize team performance.

International Paper

Bogalusa, LA

06.2007 - 06.2017

Managed 4 shifts of Supervisors, Operators, and process tenders.
Implemented policies for safety and standard operating procedures.
Motivated and evaluated personnel for performance improvement and goal achievement.
Identified areas of deficiency and performed root-cause analysis to solve problems.
Developed initiatives for process improvement and reviewed and assessed ongoing operations.
Analyzed and controlled materials, supplies and equipment operational expenses.
Enthusiastic motivated leader with excellent motivational skills.
Great Communicator while always being engaged.
Very motivational leader by always trying to be the best at everything I do.
Being a positive leader motivational helps keep your staff and team all motivated and on point.

Cable Constructor LLC

Mandeville, LA

11.2005 - 06.2007

Oversaw the southern region of the US which included La, Ms, Al, and Ar. I would also oversee multiple accounts including AT&T, Charter, Cox, ect.
I manage over 200 employees and up to 10 accounts at any given time. I would assign crews depending on the training they had attended. To ensure the quality, Guidelines, and Safety processes requested by the account would be met.
Educated employees on corporate policy and procedure compliance to facilitate improved operations outcomes.
Supported regional branches with turnaround management processes, increasing organization and efficiency to enhance profitability.
Managed inventory control functions and reported discrepancies to corporate headquarters to increase system functionality.
Verified adherence to OSHA and internal safety standards to minimize risks and enhance workplace safety.
Controlled expenses, eliminated waste, reduced overhead costs and developed operating budgets.
Evaluated proposed expenditures in context with budgetary constraints to deliver cost-effective operational results.
Delegated work to staff, setting priorities and goals.
Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.

Service Zone

Bogalusa, LA

08.2000 - 10.2005

Created Excell spreadsheet that would calculate quality metrics.
Travel site to site meeting with Sr. Call Center Managers, Operations Managers, Training managers, Team Supervisors, and CSR Agents.
Used call monitoring and survey data in Excell spreadsheet to analyze and calculate Quality Metrics and find trends that drive that negatively affected quality metrics.
Delivered reports on quality control metrics to internal departments for analysis as well as to outside vendors and contractors for consideration in new contracts.
Specify keys areas of improvement and assist Training Managers in the execution of creating new training modules.
Document and report gathered data to Senior Corporate Management inform them of Quality Control Processes created.
Positively provide feedback. Assure CSR's they can reach their personal and company goals.
Efficiently help the company reach and exceed Quality Metrics.
Made sure to meet with individual CSR's to ensure they can trust in me to help them develop new skills and succeed