Summary
Overview
Work History
Education
Skills
Timeline
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Jordane Brzuzy-Hill

Jordane Brzuzy-Hill

Fairmont,WV

Summary

Experienced with leading customer care teams, ensuring high levels of customer satisfaction and operational efficiency. Utilizes strong communication and problem-solving skills to address customer concerns and streamline processes. Track record of effective team management and training, driving improvements in service quality.

Overview

15
15
years of professional experience

Work History

Customer Care Supervisor - ROA

FirstEnergy
10.2023 - Current
  • Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
  • Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
  • Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
  • Ensured timely payments to employees by efficiently reviewing and approving payroll timesheets by the deadlines.

Advanced Customer Service Associate

FirstEnergy
11.2017 - Current
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Handled billing and payment issues by following guidelines and resolving disputes.
  • Ensured data integrity with thorough validation of database updates during application testing processes.

Skills Transition and Reinforcement Training (START) Team

FirstEnergy
02.2021 - 10.2023
  • Mentored junior team members, contributing to their professional growth and ability to handle complex cases independently over time.
  • Enhanced team performance by coaching colleagues on best practices in customer service.
  • Facilitated open communication within the team, fostering a collaborative environment that led to improved problem solving capabilities.
  • Facilitated virtual, in-person and blended learning sessions.

Certified Nursing Assistant

Arbors Nursing Home
06.2013 - 11.2017
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.

Customer Service Representative

Aegis Communications
09.2010 - 05.2013
  • Took phone calls from customers.
  • Mentored new employees and assisted co-workers with difficult calls.
  • Participated in training sessions to improve job performance.

Supervisor

Aegis Communications
10.2011 - 03.2012
  • Supervised and participated in client calls.
  • Motivated and encouraged team through positive communication and feedback.
  • Provided service information by answering customer questions and offering assistance.
  • Improved quality results by supporting team with difficult calls.

Education

High School Diploma -

East Fairmont High School
Fairmont, WV
05-2008

Skills

  • Operations management
  • Policy implementation
  • Performance improvement
  • Staff oversight
  • Escalation support
  • Training and mentoring
  • Team management
  • Delegation and supervision
  • Customer experience improvement
  • Willingness to learn
  • Time management
  • Attention to detail

Timeline

Customer Care Supervisor - ROA

FirstEnergy
10.2023 - Current

Skills Transition and Reinforcement Training (START) Team

FirstEnergy
02.2021 - 10.2023

Advanced Customer Service Associate

FirstEnergy
11.2017 - Current

Certified Nursing Assistant

Arbors Nursing Home
06.2013 - 11.2017

Supervisor

Aegis Communications
10.2011 - 03.2012

Customer Service Representative

Aegis Communications
09.2010 - 05.2013

High School Diploma -

East Fairmont High School

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Jordane Brzuzy-Hill