Stacie Coppernoll
Pleasant Lake
Summary
Service professional with strong track record in enhancing customer satisfaction and operational efficiency. Adept at resolving issues promptly, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to deliver consistent results. Dependable and focused on achieving high standards in service delivery.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Premier Service Specialist
Jackson National Life
08.2015 - Current
- Average 400 calls a month with an average monthly QA score of 94.44%
- Service Quality average is 99.93%
- Adherence 96.10% Conformance 99.30%
- Promoted to Stars in April 2024 and then to Super Stars in May 2025
- Trained for VA Claims and Registered Indexed Linked Annuities
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Team Leader
Jackson National Life
03.2010 - 08.2015
- Assisted Manager with reviewing Service Experiences for team of 20.
- Effective communication both written and verbally to provide important updates to work flow processes and management schedule.
- Evaluated staff performance through call monitors and provided coaching to address inefficiencies.
- Resolved conflicts effectively, maintaining a positive work environment and team cohesion.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Telephone Service Representative
Jackson National Life
06.2007 - 03.2010
- Phone quality is a 96%.
- Accomodating and flexible by moving from a processor to a phone representative with ease.
- Sought out additional responsibilities by taking on additional product lines to assist with heavy phone volumes.
Variable Annuity New Business Processor
Jackson National Life
03.2003 - 06.2007
- Processing quality at 96%
- Phone quality 96%
- Occupancy year to date 93.84%
- Mentor for new employees and a resource for other team members
Life Sales Support Specialist
Jackson National Life
11.2001 - 03.2003
- Initial team member that was involved with the successful launch of the Life Sales Support tram
- Developed training materials for additional tram members
- During my tenure as a Life Sales Support Specialist, I facilitated in the sales ov over $1.28 million in premium and life insurance face amounts of over $25 million dollars
- Created an maintained an Excel spreadsheet which tracked the illustrations to applications for the team
Accounting Specialist
Jackson National Life
08.2000 - 11.2001
- Developed balancing procedures for the General Ledger accounts that were associates with Life New Business
- Picked up additional responsibilities by learning the functions of Case Managers
- Established an Access database that tracked inforce policy over & shortages
Licensing Specialist
Jackson National Life
12.1998 - 08.2000
- Handled an average of 226 calls per month, with a team average of 127 per month
- Work produced was 80% more an hour than team average
- Accuracy rating was above 90% in the last 3 months of being in the Licensing department
Loan Input Clerk
Republic Bank
03.1996 - 12.1998
- Input $50 million in Consumer and Commercial Loans a month into bank computer system
Customer Service Representative
Kelly Distributing
12.1995 - 03.1996
- Receptionist for busy company that sold oil to manufacturers that used heavy equipment
- Processed payments received by the company and posted credits to customer accounts
Bookkeeper
Republic Bank
10.1991 - 07.1994
- Balanced the 15-bank tellers work against the cash account for the bank
- Processed return checks from the Federal Reserve
- Updated monthly reports for senior management by using Excel spreadsheets
ATM Balancer / Teller
Republic Bank
04.1988 - 10.1991
- Processed over 100 bank transactions a day for customers as a Teller
- Responsible for 4 offsite ATM's, which included supplying cash for the ATM's and processing all deposits that were processed through the ATM's
Education
High School Diploma -
Lumen Christi High School
Jackson06-1988
Certificate of Technical Studies - Computerized Banking
Jackson Area Career Center
Jackson, MI05-1988
Skills
- Professional telephone demeanor
- Call management
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Adaptability and flexibility
- Microsoft Excel
- Microsoft outlook
Certification
- FINRA (NASD) Series 6, Representative Investment Company Products / Variable Contracts January 2012
- LOMA Associate Customer Service November 2004
- LOMA Associate Insurance Agency Administration November 2007
Timeline
Premier Service Specialist
Jackson National Life
08.2015 - Current
Team Leader
Jackson National Life
03.2010 - 08.2015
Telephone Service Representative
Jackson National Life
06.2007 - 03.2010
Variable Annuity New Business Processor
Jackson National Life
03.2003 - 06.2007
Life Sales Support Specialist
Jackson National Life
11.2001 - 03.2003
Accounting Specialist
Jackson National Life
08.2000 - 11.2001
Licensing Specialist
Jackson National Life
12.1998 - 08.2000
Loan Input Clerk
Republic Bank
03.1996 - 12.1998
Customer Service Representative
Kelly Distributing
12.1995 - 03.1996
Bookkeeper
Republic Bank
10.1991 - 07.1994
ATM Balancer / Teller
Republic Bank
04.1988 - 10.1991
High School Diploma -
Lumen Christi High School
Certificate of Technical Studies - Computerized Banking
Jackson Area Career Center