Paula Smith
Jacksonville,FL
Summary
Friendly, patient, and customer-focused professional with experience in account support, case management, compliance review, and retail operations. Skilled in managing high-volume client interactions, resolving complex issues, and accurately processing account information in fast-paced environments. Known for strong communication, multitasking, and conflict-resolution skills, with a reputation for professionalism, accuracy, and reliability. Willing to help and results-driven, with a proven ability to build client relationships and support business growth in collaborative settings.
Overview
20
20
years of professional experience
Work History
Sales Support Oversite Account Specialist
Prudential Financial
Jacksonville, FL
08.2022 - 07.2025
- Proactively assisted financial professionals through phone and email communication in a fast-paced environment, delivering timely and solution-oriented support for life insurance applications and account inquiries.
- Conducted thorough and detail-oriented reviews of life insurance new business documents to ensure accuracy, completeness, and compliance with company standards.
- Successfully managed a high-volume caseload of 60–80 active life insurance applications simultaneously while prioritizing deadlines and maintaining workflow efficiency.
- Efficiently resolved complex account issues and financial advisor concerns to minimize processing delays and improve overall application turnaround times.
- Professionally handled inbound and outbound calls while demonstrating strong communication, problem-solving, and customer service skills in advisor interactions.
- Collaborated proactively with management and cross-functional teams to identify process improvements, streamline workflows, and enhance operational efficiency and customer satisfaction.
New Business Service Team Account Associate
Prudential Financial
Jacksonville, FL
09.2014 - 08.2022
- Managed 40+ inbound and outbound calls daily regarding life insurance applications, account servicing, and customer support in a high-volume environment.
- Diligently assisted customers, agents, and brokers with life insurance application updates, issue resolution, and timely follow-up on service requests.
- Maintained highly accurate records and documentation while ensuring compliance with company policies and regulatory standards.
- Consistently exceeded productivity, accuracy, and customer service performance metrics through strong organizational and problem-solving skills.
- Collaborated effectively with internal departments to resolve complex account concerns and efficiently manage escalated customer issues.
- Took initiative in supporting team training and onboarding through virtual sessions using Zoom and PowerPoint while providing ongoing process guidance and mentorship.
Life Product Specialist
Prudential Financial
Jacksonville, FL
03.2007 - 09.2014
- Delivered high-quality customer service support in a fast-paced, high-volume call center environment.
- Assisted customers with billing inquiries, policy changes, cancellations, and account-related requests while ensuring accurate and timely resolution.
- Educated customers on available products, services, and account options to enhance understanding and improve overall customer experience.
- Managed approximately 45 inbound calls daily while maintaining professionalism, efficiency, and strong attention to detail.
- Resolved sensitive customer concerns using effective communication, active listening, and problem-solving skills.
- Consistently maintained a customer-focused approach while meeting performance expectations and supporting overall team service goals.
Cashier
Bealls Outlet
Jacksonville, FL
01.2006 - 01.2007
- Provided friendly, efficient, and customer-focused service in a fast-paced retail environment.
- Operated cash registers and accurately processed cash, debit, and credit card transactions while maintaining strong attention to detail.
- Assisted customers with returns, exchanges, pricing inquiries, and product location requests to enhance the shopping experience.
- Balanced cash drawers and maintained accurate transaction records at the end of each shift.
- Supported store operations during high-traffic sales events and busy periods while maintaining productivity and professionalism.
- Maintained a clean, organized, and welcoming checkout area to promote efficient store operations and customer satisfaction.
- Collaborated with team members and management to ensure smooth daily operations and timely customer assistance.
- Demonstrated strong communication, multitasking, and problem-solving skills while handling customer concerns and ensuring a positive customer experience.
Education
Associate of Arts - Business Administration
Florida State College At Jacksonville
Jacksonville, FL2023
Skills
- Account administration
- Customer relationship
- Document management
- Microsoft office proficiency
Timeline
Sales Support Oversite Account Specialist
Prudential Financial
08.2022 - 07.2025
New Business Service Team Account Associate
Prudential Financial
09.2014 - 08.2022
Life Product Specialist
Prudential Financial
03.2007 - 09.2014
Cashier
Bealls Outlet
01.2006 - 01.2007
Associate of Arts - Business Administration
Florida State College At Jacksonville