Leigh Cutrer
Bogalusa,USA
Summary
Experienced Manager in various diverse fields of study that has given me the ability to problem solve and perform at a high level even in high stressed situations. Hardworking Quality Manager with talents in strategic planning, statistical process control and project management. Dedicated to ensuring improvements are implemented. Knowledge of data analytics and data management. Highly motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. My greatest asset is "Being determined to be the best at everything I do" all the while pushing, encouraging, and helping everyone around me to do the same. People more often than not tend to follow a positive and confident leader. Especially when they know you are just as concerned about their growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Supervisor
Maximus/ Capital Bridge
08.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Tracked and analyzed key performance indicators such as quality surveys and issue resolution metrics
- Ensured compliance with PHI/PII protection standards and proper use of tools like call scripting
- Monitored calls to identify areas for improvement and coached accordingly
- Developed and implemented targeted action plans based on performance findings
- Conducted one-on-one coaching sessions to educate and support CSR growth
- Ensured timely completion of trainings, blasts and assigned tasks
- Provide feedback to Quality team regarding low CSAT scores, low-performing batches and calls
- Made praise those with good performance and quality metrics.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Quality Improvement Manager
Service Zone
08.2000 - 10.2005
- Created Excel spreadsheet that would calculate quality metrics
- Travel site to site meeting with Sr Call Center Managers, Operations Managers, Training Team Supervisors, and CSR Agents
- Used call monitoring and survey data in Excel spreadsheet to analyze and calculate Quality Metrics and find trends that negatively affected quality metrics
- Delivered reports on quality control metrics to internal departments for analysis as well as to contractors.
- 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 to 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 me to help them to develop as a CSR to reach their goals.
Regional Operations Manager
Cable Constructor LLC
11.2005 - 06.2007
- Recruited and trained Supervisors, Safety Coordinator, and Foremen to enable adherence to Common standards and procedures
- Delegated work to staff, setting priorities and goals
- Prepared staff work schedules and assigned team members to specific duties
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships
- Mitigated business risks by working closely with staff members and assessing performance
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments
- Improved regional processes by coming up with effective methodologies to handle customer complaints
- Developed operating budgets for each store and worked cooperatively with teams to control expenses, eliminate waste and reduce overhead costs
- Created reports and established processes to assist with loss prevention and budget maintenance
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
Departmental Operations Manager
International Paper
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
Sr. Company Manager
Ron Denny's Heat, A/C & Electrical
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
Education
Associate of Science - Pulp-Paper Technologies & Management
Northshore Technical Community College Sullivan Ca
Bogalusa, LA01.2000
Skills
- Self Motivation
- Superior Leadership
- Operation Monitoring
- Employee motivation
- Staff management
- Attention to detail
- Complex Problem-solving
- Decision-making
- Customer Service
- Goal oriented
- Task delegation
- Statistical Analysis
- Training and mentoring
- Strategic planning
- Effective Multitasking
- Quality Assurance Experience
- Team Collaboration
- Complex Problem-Solving
- Staff Training and Development
- Report Writing
- Data Collection
- Performance Monitoring
- Goal setting
Certification
- Leadership classes
- Business Management
- General electric
- General PC Operations
- OSHA Safety Certifications
Additional Information
GPA: 3.6
Timeline
Supervisor
Maximus/ Capital Bridge
08.2022 - Current
Sr. Company Manager
Ron Denny's Heat, A/C & Electrical
08.2017 - 01.2022
Departmental Operations Manager
International Paper
06.2007 - 06.2017
Regional Operations Manager
Cable Constructor LLC
11.2005 - 06.2007
Quality Improvement Manager
Service Zone
08.2000 - 10.2005
Associate of Science - Pulp-Paper Technologies & Management
Northshore Technical Community College Sullivan Ca
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