Jill Ruiz
Hebron,KY
Summary
Detail-oriented and methodical professional offering countless years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance.
Overview
30
30
years of professional experience
Work History
Billing Specialist
DHL
Erlanger, KY
07.2025 - Current
- Process billing adjustments and credits in compliance with company policies.
- Exceed the required APH of 35 airway bills per hour - my current APH is 45 with an error rate of .00044%.
- Work with team members to identify and develop process improvements.
- Track changes in tariff legislation that affect billing procedures.
- Review billing discrepancies and forward these airways bills to the proper departments for correction.
- Verify accuracy of information and resolve discrepancies before processing invoices for payment.
PGA Contact Agent - FDA
DHL
Erlanger, KY
10.2021 - 07.2025
- Reduced response times to FDA inquiries by implementing a streamlined communication protocol and improved internal knowledge sharing.
- Successfully navigated complex FDA interactions resulting in the approval of products and submissions. This involved proactively addressing concerns and providing detailed documentation to meet all requirements.
- Maintain an updated database of FDA regulations and guidelines, ensuring readily available information for all team members which improves regulatory compliance.
- Effectively communicated FDA requirements and compliance procedures to internal and external stakeholders, minimizing misinterpretations and improving overall efficiency in regulatory processes.
- Assist with other teams as needed (DCC and CS) when workloads are high, broadening my knowledge basis of the many facets of DHL.
Postal Clerk - Supervisor
USPS
Many, United States
08.2015 - 01.2021
- Improved team efficiency by 12% by implementing a new workflow system that optimized mail sorting and delivery routes.
- Reduced customer complaints by 15% through effective staff training and the introduction of a new customer service protocol focusing on clear communication and issue resolution.
- Successfully managed a team of 10 postal clerks, consistently meeting daily targets for mail processing and delivery while maintaining high standards of accuracy and customer service.
- Oversaw the implementation of a new mail scanning system, resulting in a 20% increase in processing speed and a 10% decrease in errors.
- Mentored junior postal clerks, providing guidance on best practices and addressing individual performance needs, leading to improved individual and overall team performance.
Sales and Service Clerk
United States Postal Service
Many, US
09.1995 - 07.2015
- Streamlined customer service processes by implementing a new POS system, resulting in a 15% reduction in customer wait times and a 10% increase in customer satisfaction scores.
- Consistently exceeded daily sales targets by an average of 8%, achieving this by effectively upselling and cross-selling products and services tailored to individual customer needs.
- Resolved over 95% of customer complaints effectively and efficiently, preventing escalation to management and maintaining a positive customer experience.
- Successfully trained 5 new team members on sales techniques and customer service protocols, improving team performance and contributing to a 5% increase in overall sales.
- Maintained a 100% accuracy rate in daily cash handling procedures by following established protocols and performing regular reconciliations, ensuring financial accuracy and minimizing discrepancies.
Education
Associates - Accounting
Ivy Tech
05-1982
Skills
- Data entry proficiency
- Customer service
- Customer engagement
- Relationship building
- Invoicing proficiency
- Research and due diligence
- Team collaboration
- Regulatory compliance
- Procedure development
- Records organization and review
- Audit procedures
Timeline
Billing Specialist
DHL
07.2025 - Current
PGA Contact Agent - FDA
DHL
10.2021 - 07.2025
Postal Clerk - Supervisor
USPS
08.2015 - 01.2021
Sales and Service Clerk
United States Postal Service
09.1995 - 07.2015
Associates - Accounting
Ivy Tech