Jordan Morley Email & Phone Number

Eighty Four, PA, US

• Real-Time Analyst for Network Customer & Provider Lines.
• Monitor, Track and Reduce Customer wait times in our Network Command Center.
• Track and Update Call & Chat Agents Skill Types to help customer get their calls or chats answered faster and within target range of our ASA metrics.
• Deliver Results to our Senior Leadership Team regarding previous day performance in meetings daily.
• Recommend Mitigation efforts regarding team performance, call center metrics and other key performance indicators tracked by the senior leadership team.
• Use tools such as Aceyus Analytics & Tableau to create and send out reports to senior leaders.

• Managed a team of 10-15 call center agents for the Health Risk Assessment team for Evernorth
• Hired/Trained and brought advocates up to speed on how to meet goals and drive the mission and vision of the HRA call center.
• Did quality assurance listening weekly and coached those advocates who were not meeting or exceeding goals set.
• Led daily huddles with my team to ensure proper communication and clarity to them on top topics and concerns that needed addressed during the week.
• Involved in workshops between senior management and the supervisors in regard to advocate care, training and rewards.
• Took escalated calls that junior team members needed assistance on to ensure proper call handling and to resolve those matters in a swift matter.

Pittsburgh, Pennsylvania, United States

• Oversaw the Home Office Sales Team, Conservation and Agent Resource Center.
• Managed and monitored the teams using NICE & Verint technologies.
• Trained agents on how to follow best practices within NICE & Verint.
• Attended weekly meetings between supervisors and WFM on what was working, what can change and future ideas that needed to be implemented to ensure call center was meetings its metrics and goals.
• Worked with my direct supervisor to setup the goals and metrics and enacted them for the teams as WFM was a newer concept for the teams above.
• Successfully implemented the first shift bid of the teams allowing the change for advocates needing different schedules.

Pittsburgh, Pennsylvania, United States

• ICSA = internet call service advocate
• Took phone calls from customers, employees and health care professionals regarding MyCigna, Cigna for Employers, Cigna for Brokers, Cigna for Health Care Professionals
• Reset/troubleshooted website issues regarding passwords, pages not working correctly, access rights.
• Handled customer inquires regarding claims.
• In early 2020 worked to service covid related calls such as general questions regarding symptoms or claim calls where improper billing was being done.
• Moved to chat late 2020 where I serviced the same questions from customers and employers on claims/technical issues and more via our online chat on Mycigna.com or other related websites.

Greater Pittsburgh Area

Greater Pittsburgh Area

Robinson, Pennsylvania

Erie, Pennsylvania Area

Moon, PA

Bridgeport WV

Moon Township Pennsylvania

Moon Township

Moon Township, Pennsylvania

Robinson Mall

Robinson, Pennsylvania

Steubenville, Ohio Area

Moon Township, PA

I started volunteering at MCA TV in 2005. I quickly learned the ropes and became a technical director for several weekday shows and a primary camera operator for several others. While in 2009 I produced a full 30 minute show about Relay for Life that ran on the station from 2009-2011. (a copy is no longer available, the archives were wiped)

Master'S Degree, Cyber Security

Bachelor'S Degree, Media Arts--Television/Video Production

Activities and Societies: RMU Sentry Media, RMU Film Club, Internship with WDTV CBS 5 Clarksburg WV

Associate'S Degree, Video Production

Activities and Societies: LUX Video Club, PTI Portfolio Show, Internship with WTOV NBC 9 Steubenville OH