Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Jodie Starns

Owenton,KY

Summary

Adept at transforming challenges into triumphs, I leveraged my critical thinking and customer service prowess at Humana to elevate member satisfaction and retention. My tenure as Regional Office Manager at United Producers, Inc. saw me streamline operations and nurture key relationships, driving significant business growth and fostering a culture of excellence and collaboration.


As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Representative 2

Humana
08.2021 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved member complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed rapport with members through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of member interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for member complaints.
  • Negotiated solutions with dissatisfied members, turning potential negative reviews into positive testimonials.
  • Participated in training programs to enhance product knowledge and customer service skills. certified SME and Interim Team Lead multiple times
  • Resolved escalated member issues, restoring confidence in company's commitment to service excellence.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Fostered positive customer service culture within team which led to higher member satisfaction rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing members concerns, demonstrating empathy, and resolving problems swiftly.

Regional Office Manager

United Producers, Inc.
11.2009 - 01.2021
  • Enhanced office efficiency by streamlining administrative processes and implementing time-saving procedures.
  • Assessed employee performance regularly providing constructive feedback enabling targeted professional growth.
  • Oversaw human resources functions such as recruitment, onboarding, training, and performance evaluations to maintain a skilled workforce in the region.
  • Managed a team of office staff, providing support, guidance, and ongoing professional development opportunities to ensure high-quality performance.
  • Improved organizational culture by spearheading team-building activities that promoted camaraderie among employees while emphasizing company values.
  • Ensured compliance with industry regulations through diligent oversight of documentation practices across all departments within the region.
  • Increased employee satisfaction by creating open lines of communication, addressing concerns promptly, and fostering a positive work environment.
  • Coordinated regional events, meetings, and conferences to strengthen relationships among employees and clients alike.
  • Developed strong relationships with key stakeholders to foster collaboration and drive business growth within the region.
  • Boosted regional sales performance with the development and implementation of strategic marketing initiatives.
  • Monitored inventory levels, implemented efficient ordering systems, and ensured timely delivery of supplies to prevent stockouts or delays in service provision.
  • Collaborated with other regional managers to share best practices, streamline operations, and increase overall organizational efficiency.
  • Identified new market opportunities driving expansion efforts into untapped territories increasing overall company presence.
  • Implemented standard operating procedures across all departments to maintain consistency in daily operations and facilitate seamless collaboration between teams.
  • Championed the adoption of new software systems enhancing office productivity and facilitating seamless collaboration between teams across multiple locations.
  • Established robust reporting systems facilitating informed decision-making at both regional and corporate levels.
  • Reduced operational costs through thorough analysis of budgets, identifying areas for improvement and cost-cutting measures.
  • Conducted regular risk assessments to identify potential challenges and develop proactive solutions minimizing impact on daily operations.
  • Optimized workflow with the effective allocation of tasks based on individual strengths and project requirements leading to increased productivity rates across the region''s offices.
  • Organized and updated databases, records and other information resources.
  • Created organized filing system to manage department documents.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Created reports, presentations and other materials for executive staff.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Coordinated office events, seminars and meetings for staff and clients.

Education

High School Diploma -

Owen Co High School
Owenton, KY
05-1993

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Client relations
  • Call center operations
  • Paperwork processing
  • Documentation
  • Customer relationship management (CRM)
  • Staff training

Accomplishments

  • Conflict Resolution - Responsible for handling member account inquiries, accurately providing information to ensure resolution of complaints and customer satisfaction.
  • Telephone Service - Professionally processed 50+ calls per day, providing information and service to ensure member satisfaction.
  • Supervised team of 15-20 staff members.
  • Achieved certified SME by completing training with accuracy and efficiency.
  • Customer Relations - Earned highest marks for member satisfaction, in both teams I have been on. Top Performer 9 months in 2024 and Jan and Feb of 2025
  • Achieved Interim Team Lead by completing many SME and CSR tasks with accuracy and efficiency.

Certification

  • CPR/AED Certification
  • KY Driver's License

Timeline

Customer Service Representative 2

Humana
08.2021 - Current

Regional Office Manager

United Producers, Inc.
11.2009 - 01.2021

High School Diploma -

Owen Co High School

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Jodie Starns