Jordane Brzuzy-Hill
Greensboro,NC
Summary
Results-driven customer service and operations professional with 10+ years of experience in customer care, leadership, training, and performance management. Proven ability to lead teams, streamline processes, resolve escalated issues, and improve customer satisfaction. Recognized for adaptability, reliability, and strong communication skills. Experienced in mentoring, training delivery, and cross-functional collaboration.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Supervisor
FirstEnergy
Fairmont, WV
10.2023 - 08.2025
- Conducted regular performance reviews and implemented corrective action plans to improve employee performance.
- Boosted team morale by recognizing achievements and fostering a positive work environment.
- Reviewed and approved payroll timesheets to ensure accurate, timely employee compensation.
- Assisted with recruitment by screening resumes, conducting interviews, and making hiring recommendations.
- Led investigations into reported incidents, ensuring appropriate and timely resolution.
Skills Transition & Reinforcement Training Team
FirstEnergy
Fairmont, WV
02.2021 - 09.2023
- Mentored junior employees, supporting professional development and increased independence in handling complex cases.
- Facilitated virtual, in-person, and blended training sessions.
- Coordinated and scheduled training for new hires and existing staff.
- Tested applications across multiple devices and platforms to ensure seamless user experience prior to release.
Advanced Customer Service Associate
FirstEnergy
Fairmont, WV
11.2017 - 01.2021
- Managed high call volumes while maintaining strong time management and service quality.
- Resolved complex customer service issues, increasing customer satisfaction.
- Addressed billing and payment disputes while adhering to company guidelines.
Certified Nursing Assistant
Arbors Nursing Home
Fairmont, WV
06.2013 - 11.2017
- Delivered compassionate personal care including bathing, grooming, dressing, and feeding.
- Assisted residents with daily living activities to ensure comfort and dignity.
- Monitored and recorded vital signs such as blood pressure, temperature, and blood sugar levels.
- Responded promptly to call lights and ensured resident safety.
Customer Service Supervisor
Aegis Communications
Fairmont, WV
09.2010 - 05.2013
- Supervised daily operations and coordinated team activities to improve service quality.
- Conducted performance reviews and provided coaching to support employee development.
- Resolved escalated customer concerns using effective problem-solving strategies.
- Implemented quality control measures to optimize workflow efficiency.
Customer Service Representative
Aegis Communications
Fairmont, WV
09.2010 - 09.2011
- Delivered high-quality customer support by efficiently resolving inquiries and issues.
- Trained new employees on customer service standards and best practices.
- De-escalated challenging interactions to maintain customer satisfaction.
- Assisted customers with understanding health insurance options and benefits.
Education
High School Diploma -
East Fairmont High School
Fairmont, WV05-2008
Skills
- Team Leadership & Supervision
- Customer Experience Improvement
- Performance Management & Coaching
- Training & Mentoring
- Escalation & Conflict Resolution
- Policy Implementation
- Time Management & Organization
- Payroll Review & Approval
- Attention to Detail
- Adaptability & Continuous Learning
Certification
North Carolina Life Insurance License | April 2026
Timeline
Customer Care Supervisor
FirstEnergy
10.2023 - 08.2025
Skills Transition & Reinforcement Training Team
FirstEnergy
02.2021 - 09.2023
Advanced Customer Service Associate
FirstEnergy
11.2017 - 01.2021
Certified Nursing Assistant
Arbors Nursing Home
06.2013 - 11.2017
Customer Service Supervisor
Aegis Communications
09.2010 - 05.2013
Customer Service Representative
Aegis Communications
09.2010 - 09.2011
High School Diploma -
East Fairmont High School