Jaimie Hall
Hagerstown
Summary
Results-oriented tech specialist recognized for maintaining a 99.15% QA score and implementing process improvements that streamline operations. Developed comprehensive training materials, enhancing team capabilities and fostering superior user experiences, and committed to driving operational excellence and client satisfaction.
Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Tech Support & Liaison Specialist
Wolters Kluwer Health
Hagerstown
09.2020 - Current
- LMS & VIP client escalation liaison addressing complex inquiries efficiently.
- Implemented process improvements to enhance workflow efficiency in operations.
- Point of contact for VIP clients and product owners
- Identified opportunities for improvement in processes and procedures related to liaison activities.
- Attend several weekly meetings with product owners & management to discuss & review reports, compliance issues, and present new guidelines.
- Developed and maintained dashboards using data visualization tools for reporting.
- Generated reports and obtained data to develop analytics on key performance and operational metrics.
- Researched and analyzed customer feedback to identify areas of improvement.
- Developed and implemented specialized procedures for Tech Support operations.
- Developed training materials for new staff on operational procedures and policies
- Trained employees on additional job positions to maintain coverage of roles.
- Organized meetings and prepared agendas to streamline decision-making processes.
- Conducted research into customer needs and preferences to develop solutions that meet their requirements.
- Created monthly reports for senior management summarizing operational performance metrics.
- Utilize electronic systems, CRM/Salesforce, Advantage, AWS, EZPass, VitalSource, and LogMeIn to ensure that all inquiries and customer contacts are logged as they occur.
- Create contacts & cases in Salesforce
- Support & assist Sales Representatives
- Respond to tech support enquiries related to product lines such as Stedman's, Coursepoint, Connect, Docucare, Vsim, PrepU, Clinical Context, and Nursing Solutions. Conduct troubleshooting by performing LogMeIn sessions
- Team Tech Floorwalker & Customer Service Back-up Floorwalker
- Led multiple Tech projects and participated in several projects across other departments
- Conducted training sessions for staff on new policies.
- Managed project timelines and deliverables to ensure alignment with organizational goals.
- Designed & created TCS, which we launched in August 2025. This is utilized daily in multiple departments & I am responsible for all updates.
- Advise Instructors/Medical Students on using our products, creating courses, and gradebooks.
- Assist healthcare professionals in troubleshooting equipment issues effectively.
- Access Code creation.
- Assist other teams in coming up to speed with new products and technologies.
- Provide ongoing training & support to new team members
- Cross-trained in Customer Service to assist department enquiries, which include such tasks as: pay per view, order entry, and queries related to orders, journals, claims, gratis, group hospital, web store, wholesale/retail, and general updates
- Participate & manage the rollout of new releases and product features.
- Utilized time management skills with extremely high call volumes and maintained a 99.15% QA score.
- Maintained the highest QA rating on my team.
- Received multiple awards & recognition from management.
- Currently trained in 6 WK departments
Event Management Specialist
JC Designs LLC
Bethesda
01.2011 - 03.2024
- Created repeat business by developing long-term relationships with
clients. - Utilized job-related software to create standard guidelines, calendars
and budgets for each event. - Developed targeted marketing strategies to enhance brand visibility and engagement.
- Managed social media platforms to foster community interaction and drive traffic.
- Conducted market research to identify customer needs and preferences effectively.
- Developed and implemented effective marketing strategies to promote services.
- Maintained a thorough understanding of industry trends through ongoing research.
- Generated leads through outreach efforts such as cold calling or email campaigns.
- Managed relationships with external advertising agencies and vendors.
- Analyzed campaign performance data to refine future marketing initiatives.
- Implemented innovative event themes and designs to create memorable experiences for attendees.
- Collaborated closely with clients throughout the planning process to
ensure their vision was accurately reflected in the final event layout. - Negotiated contracts with venues to secure favorable terms,
optimizing event profitability and attendee experience. - Established relationships with key stakeholders, fostering long-term
partnerships for future collaborations. - Coordinated large-scale conferences for industry professionals,
resulting in increased networking opportunities. - Monitored and controlled event expenditures to meet budgets.
Primary point of contact for assigned events, managing logistics, and
stakeholder expectations - Conducted post-event evaluations to identify areas for improvement
and implement necessary changes in future planning efforts.
Professional Organizer & Interior Designer
JC Designs LLC
Bethesda
01.2011 - 03.2024
- Designed custom organization systems for diverse client spaces.
- Implemented efficient sorting methods to streamline decluttering processes.
- Developed tailored storage solutions using various organizational tools.
- Trained clients on maintaining organized spaces and effective habits.
- Coordinated logistics for organizing projects, including timelines and materials.
- Conducted assessments of client spaces to recommend improvements and strategies.
- Managed project timelines from start to finish while ensuring deadlines were met.
- Researched new organizational products that could benefit clients' needs.
- Conducted assessments of client spaces, identified areas of improvement, and created solutions to maximize efficiency.
- Utilized software programs such as Excel and Google Sheets to streamline operations.
- Designed functional and aesthetic interior layouts for residential and commercial spaces.
- Collaborated with clients to understand their vision and preferences for projects.
- Developed detailed design plans using industry-standard software tools and techniques.
- Selected materials, furnishings, and decor that align with client specifications and budgets.
- Coordinated with contractors and vendors to ensure timely project execution and quality control.
- Presented design concepts through visual aids such as sketches and boards.
- Designed floor plans, elevations, and 3D perspective views and material boards for both in-house review and presentation to client.
- Used 3D software to allow customers to clearly visualize completed projects
- Managed multiple projects simultaneously while meeting tight deadlines set by clients.
- Advised clients on how best to utilize available space within their homes or businesses.
- Developed marketing materials such as brochures, flyers and website content.
Dispatcher/Office Management
Home Run Inc.
Thurmont
07.2013 - 12.2016
- Monitored our locations dispatch board & remotely monitored, assigned & dispatched for the company's other 6 locations throughout the U.S.
- Scheduled and dispatched 85-115 loads per day.
- Scheduled daily activities for 65+ transportation employees to ensure operational efficiency.
- Frequently tracked dispatched drivers' location through McLeod dispatching system & sent updated arrival times to field supervisors.
- Monitored and recorded driver hours for compliance and safety.
- Dispatched company mechanics at drivers' request.
- Assigned & dispatched vehicle escort for over-sized loads.
- Requested/Obtained daily permits for all oversized loads.
- Maintained/Renewed blanket permits for all trucks.
- Evaluated accuracy and compliance of all load documentation and billing reports.
- Added tolls, permits, routes, escorts & multi-stop codes to complete paperwork & finalize billing.
- Scan all load/billing records to McLeod for payroll dept. & provided copies to customers daily.
- Ensured prompt responses to phone inquiries and email correspondence.
- Arranged travel logistics by securing hotel accommodations, rental cars, and flight tickets for out-of-town drivers each week.
- Handled supply purchases and inventory management for office operations and equipment maintenance.
- Managed all company accounts.
- Coordinated logistics for corporate events.
Education
FVFD EMT Academy
Fayetteville, PA01-2017
High School Diploma -
Albert Einstein High School
Kensington, MDSkills
- Technical support
- Expert in CRM/Salesforce usage
- Proficient in using McLeod dispatch
- Troubleshooting and Diagnostics
- Data entry
- File and data retrieval systems
- Project management
- Scheduling and calendar management
- Multi-tasking
- Market research
- AWS
- Detail-oriented
- Computer proficiency
- Records management
- CRM expertise
- Expense reporting
- Excellent verbal & written communication skills
- Excellent multi-tasker
- Extensive organizational skills
- Motivated self-starter
- Data retrieval
- Reliable
- Punctual
- Calendar management
- Event coordination
Certification
- CPR
- First Aid
- NREMT
Accomplishments
- Impact in Action Award 2025
- HEROES Thank you badge 2025
- Customer Success Manager Recognition 2025
- Impact in Action Award 2024
- Highest Yearly Team QA Score 2022-2025
Timeline
Tech Support & Liaison Specialist
Wolters Kluwer Health
09.2020 - Current
Dispatcher/Office Management
Home Run Inc.
07.2013 - 12.2016
Event Management Specialist
JC Designs LLC
01.2011 - 03.2024
Professional Organizer & Interior Designer
JC Designs LLC
01.2011 - 03.2024
FVFD EMT Academy
High School Diploma -
Albert Einstein High School