Jacqueline Smartt Able

Diligent Customer Service Final Expense Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction, new sales and retention. Motivated team players committed to contributing to company success goals. Almost two-million-dollar successful final expense producer 2018-2026.

Final Expense Customer Sales Specialist (Remote) - Insurance Protection Specialist/365 Final Expense Group

(2023-09 - 2026-10)

• Maintains a customer resolution rate of 95% over my tenure with the company.
• Upholds quality control policies and procedures to increase customer satisfaction and sales.
• Participates in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service, sales, as a representative for Aetna, Mutual of Omaha, American Amicable, Transamerica.
• Executes on time and under budget project management to resolve complex issues.
• Lead team engagement to assist cross-functional departments and achieve goals.
• Licensed Life, Health & Annuity Insurance Producer, 2017 to present.
• 95% Conversion sales rate.

Customer Service Team Lead (Remote) - Producer Resources LLC

(2023-08 - 2025-01)

• Set attainable daily, weekly and monthly goals and game plans for the grievance department.
• Cross-trained new team members remotely, resulting in 27% increase in customer satisfaction ratings and sales from the time I was hired.
• Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they felt satisfied with the service they received before ending the interaction, thus purchasing a policy or maintaining their current policy.
• Successfully multitasked while navigating various functions of the company’s service management system.
• Volunteered to handle complaints and issues for managers during busy time periods.
• 94% Conversion sales rate.

Customer Service Final Expense Specialist (Remote) - Senior Life Services

(2017-05 - 2023-08)

• Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax.
• Coordinated internally with operations and logistics to maintain knowledge of new company products.
• Trained new hires on products and services, best practices and protocols to reduce process gaps.
• Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
• Mentored new employees on procedures and policies to maximize team performance.
• Counseled and educated potential customers concerning their final expense needs and expectations, thus enrolling clients into final expense programs best fitted for them.
• Participates in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem solving CRM software, customer service, and sales.
• 92% Conversion sales rate.

Associate - Business Administration - J.F. Drake Technical College (2019-05)