Jill Jones
Rawlins,WY
Summary
Dynamic professional with extensive experience in providing exceptional brokerage services and client support. Skilled in managing diverse client portfolios while effectively navigating complex inquiries. Brings strong focus on team collaboration and adaptability, ensuring reliable and results-driven service in any situation.
Overview
20
20
years of professional experience
Work History
Medicare Broker Service Representative
Point32Health
07.2022 - 03.2025
- Supported 50+ brokers across 3 regions, equipping them with customized sales materials and accurate plan information to help drive enrollment and retention.
- Partnered with compliance, product, and marketing teams to gather benefit details, enrollment guidelines, and compliance updates, ensuring brokers had the tools they needed to market plans effectively and compliantly.
- Investigated and resolved broker grievances related to member enrollment, benefit discrepancies, and plan communications, collaborated with internal teams to ensure timely and compliant resolution.
- Managed broker inquiries to ensure timely and accurate resolution of service issues.
Member Service Representative
Randstad
08.2021 - 04.2022
- Handled 40–60 calls daily with a 95% first-call resolution rate. Resolved complex benefits issues, guiding members through plan details and next steps
- Educated clients on available products and services, enhancing overall member experience.
- Worked directly with scheduling, Medicare, and nurse line teams to resolve service issues and ensure member satisfaction.
- Documented all member interactions using internal CRM systems while maintaining HIPAA compliance.
- Assisted members with account inquiries and service issues, ensuring high satisfaction levels.
Customer Service Associate
Amazon
04.2020 - 01.2021
- Resolved customer issues regarding orders, returns, and account troubleshooting through phone and chat support.
- Achieved 96% CSAT and maintained an average handle time 15% below target for quality and customer satisfaction.
- Provided clear and concise information to ensure first-call resolution.
- Managed customer inquiries through multiple channels to ensure timely and effective resolutions.
- Developed and maintained product knowledge to assist customers with accurate information.
Customer Service Representative
Unum Colonial Life
04.2019 - 08.2019
- Responding promptly and accurately to customer inquiries regarding supplemental insurance policies, claims, and billing.
- Resolved customer issues efficiently, escalating complex problems as needed while maintaining high service standards.
- Managed a portfolio of 100+ clients, maintaining 90% retention rate.
- Resolved customer inquiries efficiently, ensuring satisfaction and retention.
Insurance Broker
Health Markets
06.2017 - 01.2019
- Provided personalized health insurance consultations to individuals and families.
- Guided clients through plan comparisons, eligibility, and enrollment, ensuring compliance with CMS and state guidelines.
- Built lasting relationships through ongoing policy management and proactive communication during open enrollment.
- Utilized Salesforce to track leads, manage client records, and follow up on inquiries.
- Developed comprehensive insurance plans tailored to individual client needs.
- Analyzed market trends to optimize policy recommendations and enhance client outcomes.
Insurance Broker
Colorado Health Insurance Brokers
06.2014 - 07.2015
- Responsibilities: Sold health insurance as a broker with a variety of health and dental providers.
- Maintained an accurate client database with Salesforce CRM software. Calculated quotes and educated potential clients on insurance options.
- Educated clients on coverage options, ensuring informed decision-making during enrollment.
Licensed Health Insurance Agent
Convergys
09.2013 - 03.2014
- President of Anthem Blue Cross Blue Shield Project.
- Educated clients on health insurance options, enhancing understanding of coverage and benefits.
- Calculated quotes and educated potential clients on insurance options.
- Sold health insurance to inbound callers in a call center environment
Administrative Assistant/Customer Service
Banctek Telesales
01.2011 - 08.2013
- Resolved escalated installation and/or no service issues for AT&T business customers.
- Investigated and resolved billing and credit issues.
- Created and maintained daily sales reports
- Streamlined customer inquiries, enhancing response time and service quality.
Receptionist/Admin. Assistant/Document Controller
Jacobs Engineering
07.2005 - 10.2010
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Managed calendars, schedules, and coordinated domestic and international travel.
- Interim Human Resource Assistant conducted new hire onboarding, created offer letters.
- Prepared boxes for archiving, maintained the filing system, and FTP site management system
Education
Certificate - Bookkeeping
Community College of Denver
Denver, COSkills
- Communication: Phone, Email, Chat, High-empathy outreach
- Tools: Salesforce, Zendesk, Jira, Market Prominence, Microsoft 365, Google Workspace
- Compliance: HIPAA, CMS guidelines, Medicare enrollment
- Operations: Remote support, Claims resolution, Broker enablement, Ticket triage
- Follow-up skills
- Goal-oriented mindset
Timeline
Medicare Broker Service Representative
Point32Health
07.2022 - 03.2025
Member Service Representative
Randstad
08.2021 - 04.2022
Customer Service Associate
Amazon
04.2020 - 01.2021
Customer Service Representative
Unum Colonial Life
04.2019 - 08.2019
Insurance Broker
Health Markets
06.2017 - 01.2019
Insurance Broker
Colorado Health Insurance Brokers
06.2014 - 07.2015
Licensed Health Insurance Agent
Convergys
09.2013 - 03.2014
Administrative Assistant/Customer Service
Banctek Telesales
01.2011 - 08.2013
Receptionist/Admin. Assistant/Document Controller
Jacobs Engineering
07.2005 - 10.2010
Certificate - Bookkeeping
Community College of Denver