Jordyn Ruley
Louisville
Summary
Results-driven Production Lead with experience managing team operations in fast-paced environments. Provides one-on-one support, call auditing, and assistance in training's. Skilled at driving productivity while upholding high standards of customer service and compliance. Recognized for strong communication, problem-solving abilities, and fostering a positive, goal-oriented team culture.
Overview
5
5
years of professional experience
Work History
Customer Service Representative 4
Humana
12.2024 - Current
- Collaborate with leadership to analyze performance trends, identify gaps, and implement process improvements.
- Support new hire onboarding and ongoing training initiatives to ensure consistent quality and productivity.
- Conduct weekly call listenings to assess quality, compliance, and adherence to company policies and scripts and provide written feedback.
- Provide feedback to associates through one-on-one sessions, helping improve call quality, tone, efficiency, and customer satisfaction.
Customer Service Representative 2
Humana
03.2023 - 12.2024
- Helping members with applying and determining eligibility for the Low Income Subsidy and the Medicare Savings Program.
- Assisting members with their Dual Special Needs plans on their Medicaid status and directing them to their state for assistance.
- Educating members on changes with the recertification process with Medicaid.
Patient Care Technician
The Little Clinic
11.2022 - 03.2023
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Assisted with patient admissions, discharges and transfers.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Prepared patient chart for admission and compiled appropriate paperwork.
Manager
Cash Express, LLC
10.2021 - 11.2022
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed paperwork and assignments in a timely manner.
- Paid attention to detail with counting money and paperwork.
Cashier/Deli Clerk
Thompson’s Food Mart
09.2020 - 10.2021
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check or card.
- Counted money in cash drawer at the beginning and end of shift to ensure that amounts were correct and have sufficient change.
- Stocked shelves with merchandise when needed.
Education
High School Diploma -
PennFoster
Bardstown, KY03-2018
Skills
- Call auditing and providing feedback
- Assistance in Benelynk and New Hire training's
- Performance metrics analysis
- Team building and engagement
- Customer Service
- Navigate through Genesys, Benelynk, and Verint
- Time Management
- Detail Orientated
- Knowledge on Medicare and Medicaid
- Navigate through state guidelines, Duet, CRM, and CI
- Advanced in Microsoft programs like Word, PowerPoint, Excel, Etc
- Collaborative problem solving
- Active listening
Timeline
Customer Service Representative 4
Humana
12.2024 - Current
Customer Service Representative 2
Humana
03.2023 - 12.2024
Patient Care Technician
The Little Clinic
11.2022 - 03.2023
Manager
Cash Express, LLC
10.2021 - 11.2022
Cashier/Deli Clerk
Thompson’s Food Mart
09.2020 - 10.2021
High School Diploma -
PennFoster
Upskill Trainings and Courses
- Course on Building Rapport through Strong Collaboration
- Course on Active Leadership Series on Feedback and Coaching
- Course on Building Trust by Giving and Receiving Feedback
- Course on Emotional Intelligence
- PL Workshop on Time Management
- PL Workshop on Enhancing 4 tendencies