Jessica N Hall
Waukegan
Overview
12
12
years of professional experience
1
1
Certification
Work History
Broker Consultant
Emerson Rogers
06.2025 - Current
- Developed and implemented strategic broker partnerships to enhance service delivery and client satisfaction.
- Analyzed market trends to identify growth opportunities and improve competitive positioning.
- Led training sessions for junior consultants to foster skill development and ensure alignment with company goals.
- Collaborated with cross-functional teams to streamline operational processes, enhancing efficiency by leveraging technology solutions.
Client Support
Health Alliance
01.2021 - Current
- Act as a trusted liaison between brokers, clients, and internal teams, ensuring timely and accurate resolution of inquiries related to contracts, member status, billing, and plan details via phone and email.
- Provide personalized support to brokers and employer groups, assisting with policy selection, covering questions, and compliance-related concerns.
- Maintain and update Salesforce CRM, ensuring all customer and broker data is accurate, enhancing tracking, reporting, and service efficiency.
- Ensure compliance with HIPAA and PHI regulations, securely handling and transmitting sensitive health information while maintaining strict confidentiality.
- Offer technical support for brokers and employer groups using online portals, troubleshooting login issues, system errors, and navigation challenges to enhance user experience.
- Work closely with internal departments such as billing, underwriting, and IT to resolve complex account and policy issues, ensuring a seamless experience for brokers and members.
- Assist in training new team members, sharing best practices, system knowledge, and customer service techniques to improve team performance.
- Demonstrate strong problem-solving skills by analyzing client issues, identifying root causes, and providing solutions that enhance satisfaction and retention.
- Manage a high volume of customer interactions while maintaining a professional, empathetic, and solutions-oriented approach, ensuring exceptional service delivery.
Guest Services Agent
New York Athletic Club
01.2019 - 01.2020
- Provided front-line guest support, greeting visitors upon arrival and ensuring a seamless check-in and check-out experience.
- Responded to high volumes of guest inquiries via phone, email, and in person, efficiently resolving concerns related to room accommodation, billing, and hotel amenities.
- Maintained a high standard of customer service excellence, utilizing active listening and problem-solving skills to enhance guest satisfaction and retention.
- Processed secure transactions, verifying payment methods and guest identification to prevent fraud and ensure compliance with financial security protocols.
- Assisted guests with special requests, including room preferences, transportation arrangements, and event bookings, ensuring a tailored and enjoyable experience.
- Worked collaboratively with housekeeping, maintenance, and management to address guest concerns promptly, ensuring a smooth and memorable stay.
- Used quick response and dynamic service skills to build relationships with guests, contributing to an increase in positive customer feedback.
- Investigated guest challenges and sources of dissatisfaction, providing timely resolutions and escalating issues when necessary to uphold the hotel's reputation.
Guest Service Agent
Embassy Suites
01.2014 - 01.2016
- Provided front-line guest support, greeting visitors upon arrival and ensuring a seamless check-in and check-out experience.
- Responded to high volumes of guest inquiries via phone, email, and in person, efficiently resolving concerns related to room accommodation, billing, and hotel amenities.
- Maintained a high standard of customer service excellence, utilizing active listening and problem-solving skills to enhance guest satisfaction and retention.
- Processed secure transactions, verifying payment methods and guest identification to prevent fraud and ensure compliance with financial security protocols.
- Assisted guests with special requests, including room preferences, transportation arrangements, and event bookings, ensuring a tailored and enjoyable experience.
- Worked collaboratively with housekeeping, maintenance, and management to address guest concerns promptly, ensuring a smooth and memorable stay.
- Used quick response and dynamic service skills to build relationships with guests, contributing to an increase in positive customer feedback.
- Investigated guest challenges and sources of dissatisfaction, providing timely resolutions and escalating issues when necessary to uphold the hotel's reputation.
Skills
- Customer Support & Client Relations – Handling inquiries, resolving complaints, and improving client satisfaction
- CRM & Data Management – Managing customer data with Salesforce CRM and ensuring information accuracy
- Technical Troubleshooting – Providing IT support for online portals and resolving user issues
- HIPAA & PHI Compliance – Safeguarding sensitive health information in accordance with regulations
- Communication & Correspondence – Managing high volumes of phone calls, emails, and in-person interactions
- Problem Resolution & Conflict Management – Identifying issues, analyzing root causes, and implementing solutions
- Multi-Tasking & Time Management – Handling multiple tasks while maintaining efficiency in fast-paced environments
- Microsoft Office Suite – Proficient in Word, Excel, Outlook, and PowerPoint for reporting and correspondence
Certification
- Way To Be certificate for Accountability 2023 & 2025
- Everest award 2023
Timeline
Broker Consultant
Emerson Rogers
06.2025 - Current
Client Support
Health Alliance
01.2021 - Current
Guest Services Agent
New York Athletic Club
01.2019 - 01.2020
Guest Service Agent
Embassy Suites
01.2014 - 01.2016