JaCelia Dukes
Acworth,MI
Summary
Customer-focused professional with expertise in advising clients on products and risk management solutions. Skilled in developing customized solutions, ensuring regulatory compliance, and translating complex information into clear guidance. Proven ability to build lasting client relationships and drive client satisfaction
Overview
8
8
years of professional experience
Work History
Insurance Advisor
Healthmarkets Insurance
01.2019 - Current
- Responded to inquiries via phone and email, providing tailored solutions and maintaining high client satisfaction.
- Coordinated appointments and consultations while managing a professional calendar to optimize scheduling and follow-ups.
- Conducted eligibility assessments and research to identify ideal coverage options based on client needs.
- Maintained current knowledge of national and regional insurers to provide accurate and efficient recommendations.
- Documented detailed client interactions and handled claims promptly to ensure accurate reporting and service.
- Developed tailored insurance solutions to meet diverse client needs and risk profiles.
Account Manager
Decisely
09.2020 - 09.2025
- Managed retention and growth of a client book, providing expert guidance on coverage, eligibility, and compliance (COBRA, ERISA, HIPAA, ACA).
- Analyzed client data to recommend strategic plan designs, negotiate premiums, and identify cost-effective coverage solutions.
- Developed and executed tailored account strategies in collaboration with clients and internal teams to meet objectives.
- Oversaw quoting, renewals, and carrier/vendor negotiations, ensuring optimal benefits and pricing.
- Managed employee communication and open enrollment processes, including presentations, proposals, and training on the Decisely platform.
- Cultivated strong client relationships, enhancing customer satisfaction and retention.
- Managed approximately 100 incoming calls, emails per day from customers.
IT Project Coordinator
P. Marshall & Associates
08.2017 - 12.2018
- Created and managed timelines, tracked progress, and prepared estimates to ensure on-time, on-budget project delivery.
- Supervised vendors and external partners, ensuring quality and timely completion of deliverables.
- Developed and documented system implementation plans; monitored usage and user feedback to optimize performance.
- Communicated project milestones and progress to managers and clients, ensuring clear expectations and smooth execution.
- Coordinated with clients and vendors to manage quotes, orders, acknowledgments, and shipping, enhancing overall project experience.
- Coordinated project schedules and timelines to ensure on-time delivery of IT initiatives.
Education
Associate of Applied Science Cybersecurity - Cyber Security
Chattahoochee Technical College
Marietta, GA05.2017
Skills
- Account Management & Client Relations
- CRM
- Project Management & Workflow Optimization
- Insurance Policy Analysis & Claims Management
- Negotiation & Upselling
- Customer Service Excellence
- Client Needs Assessment
- Bookkeeping Support
- Leadership & Team Collaboration
- Strategic Planning & Goal-Oriented Execution
- Critical Thinking & Problem Solving
Certifications
Life and Health Insurance Professional; NPN # 19071197
Timeline
Account Manager
Decisely
09.2020 - 09.2025
Insurance Advisor
Healthmarkets Insurance
01.2019 - Current
IT Project Coordinator
P. Marshall & Associates
08.2017 - 12.2018
Associate of Applied Science Cybersecurity - Cyber Security
Chattahoochee Technical College