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J A C Q U E L I N E J A C K S O N - K E L L Y
P. O. Box 2585, Southfield, MI 48075 Email: jjkelly228@gmail.com 313.570.4180
ROLES:
 Real Estate Agent
 Insurance Sales Business Owner
 Automobile Sales Agent
 Real Estate Investment Owner
 Executive Trainer/Coach/Facilitator
 Medical Education Coordinator
 Customer Service Representative
SALESEXPERIENCE:
Automobile Sales
Life, Auto, Health, Property and
Casualty Insurance
Real Estate
TOOLS/METHODS:
 Microsoft Office Suite
 MS SharePoint
 SnagIt, Excel

INDUSTRY APPLICATION:
 Real Estate
 Insurance – Health, Life, etc.
 Marketing, Sales, etc.
 Professional Learning &Development
 Automotive Dealerships
EDUCATION:
 Master of Arts: Educational
Leadership Specialist, Eastern
Michigan University, Ypsilanti, MI
 Master of Science: Management
Technology, Eastern Michigan
University, Ypsilanti, MI
 Bachelor of Arts: Business
Administration & Marketing, Wayne
State University, Detroit, MI
CERTIFICATIONS/CREDENTIALS:
 Certified National Manager
 Lean Six Sigma Green Belt
 Lean Six Sigma Black Belt
PROFESSIONAL AFFILIATIONS:
 Blues PAC, President Circle member
National Management Association
(NMA), Board member
Oakland/Wayne Realty Board

EXPERIENCE SUMMARY
An accomplished professional with over 15 years of
leadership experienceincluding 10+ years analyzing
documents for compliance, quality and operations, along
with development of curriculum, reference material,
scripts, policies and procedures. Successfully maintained
an annual budget of over $100,000,000 for medical
education programfor Blue Cross Blue Shield of Michigan
and managed over 40 technical/nontechnical, exempt,
nonexempt, bargaining and non-bargaining employees.
Nominated as “National Management Association
Leader of the Year”. Served as Gallup’s Divisional
Engagement Coach for the organization. Developed
Dental Glossary tool that included medical terminology,
pictures, and pronunciations to help employees do their
jobs, which was later sold with the Dental business.
Oversaw extensivedocumentation and training
programs. Ran my own insuranceand real estate
investment agency.
SKILLS INVENTORY
Leadership
 Motivateand inspire peopleto achieve results
 Managepersonnel, projects and time
 Providetrainingfor development of staff
 Utilizetechnology to facilitatemanagement
 Adjust plans/procedures for theunexpected
Analysis/Design:
 Analyze, Design, Document, Implement and
Evaluate: documentation, Federal regulations and
work processes, financial documentation, etc.
Communication:
 Advanced emotional intelligenceand self-
awareness skills
 Keen active listening, coaching and facilitation
skills
 Successful in influencing, and persuading others
by understanding their needs and motivations
 Excellent written and verbal communication skills
ProjectManagement:
 Define/Design project scopeand plan
 Monitor, Implement, Evaluate, Report Status Updates

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SALES EXPERIENCE INCLUDES: AUTOMOBILE, INSURANCEAND REAL ESTATE -9/1985 -PRESENT
Insurance Sales Representative
State Farm Insurance, 2010 –10/2013
 Meet new business production goals and objectives as established
 Solicit new business via telephone, networking, referrals and other lead sources
 Follow through and exceed current and prospective client expectations
 Utilize software to update prospect records and keep good follow up records
 Build relationships with potential clients
Real Estate Sales Agent
All Star Realty, and New Castle RealtyInc., 11/1994 – Present
 Prospect for buyer leads, convert leads to appointments, and close for agreements
 Establish home search plan and timetable
 Educate buyer about process, advise them about home warranty coverage, and
protect and negotiate for their interests
 Obtain lists of potential clients through general prospecting activities, in addition to
specific prospecting activities directed at targeted areas
 Ensure timely and consistent follow-up with all leads
 Guarantees that once leads are obtained and contacted, they are successfully
captured, sourced, and tracked in the contact database
 Prospects for, follows-up with, and services buyers
 Develops expert knowledge regarding mortgage financing, the neighborhoods, schools,
and all issues regarding home ownership
 Completes buyer or seller intake form when setting appointment
Insurance Sales Agency Owner
Farmer Insurance, 10/1994 – 3/1996
 Developed base for long-term sources of clients by using proven marketing systems,
referrals, occupational, and special-interest groups to compile lists of prospects
 Determined clients' particular needs and financial situations by scheduling fact-finding
appointments; determined extent of present coverage and investments; ascertained
long-term goals
 Developed a coordinated protection plan by calculating and quoting rates for
immediate coverage action and long-term strategy implementation
 Enhanced agency reputation by accepting ownership for accomplishing new and
different requests; exploring opportunities to supply all insurance needs/multiple products
 Stayed abreast of the most current products and services offered by Farmers as well as
industry regulations and news
Auto Sales Agent
Porterfield Wilson’s Mazda Dealership, 9/1985 – 12/1986
 Established rapport and conducted needs based interview with clients
 Provided excellent and accurate product knowledge to customers
 Established/maintained strong relations with customers while
providing unparalleled customer service
 Continually learned about product updates, inventory and how it benefited customer
 Daily follow up with current, existing, and potential leads through customer relationship
management (CRM) system
 Identify and provide solution-based sales options for customers

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Team Lead II/Team Lead I/Sr. Trainer/Medical Ed. Coordinator/Customer Service Rep
Blue Cross Blue Shield of Michigan (BCBSM), Metro Detroit, MI 07/1985 – Present
Team Leader II
Customer Service/Operational Training, 11/2006 – present
 Managed staff and activities focused on educating the consumer networks about
regulatory compliance, quality, health care benefits and world class servicing
 Managed, recruited and trained team members to respond to provider and
customer (employee/employer) inquiries regarding covered benefits in a timely
manner
 Developed and implemented education and training programs for providers and
subscribers on health care benefits, federal mandates, processes and soft skills
 Conducted ongoing meetings with staff, business partners and customers to ensure
collaborative relationships in terms of new implementations and upcoming changes.
Represented the division in meetings, seminars to ensure consistency with policy and
adherence to program objectives and plans
 Recommended, developed and edited communications relative to provider and
customer audiences and received buy-in and approval prior to dissemination
 Work collaboratively with Joint Program (management and union employees) on
College Fairs, Professional Development activities and other corporate events
 Developed project plans to resolve key issues and problems and implemented new
and/or improved systems, which enhanced or expedited work processes in Group
Billing, Operational Training, Hard Copy and Online Documentation and Sales/
Marketing
Team Leader II
Documentation Design & Development, 9/2002 – 11/2006
 Managed the activities of a unit including but not limited to project planning,
problem solving, staff development and communication
 Supervised professional exempt and bargaining unit employees
 Assess impact of proposed technical solution upon the existing business processes,
and recommend changes in organizational responsibilities, methods and procedures
 Established goals and objectives that supported continuous quality improvement
 Represented department /division during workgroup and implementation meetings
 Lead projects/assignments, developed and improved workflow, business processes
and customer service
 Interface with diverse levels of internal and external personnel to develop and
maintain effective rapport and to resolve issues and inquiries
 Improve operational efficiency by diagnosing and resolving educational systems,
problems and conflicts
 Foster programs and practices that satisfy clients by providing value-added service,
improving learning and achievement, and specifically addressing the uniqueness of
the clients’ situations and concerns
 Served on Corporate Compliance Workgroup to ensure that all employees were in
compliance with new rules and regulations
 Research, strategize and provide continuous learning professional development
programs to National Management Association members

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Team Leader I
Group Billing, 4/2000 – 9/2002
 Supervised, coordinated, directed and monitored staff activities to ensure prompt,
courteous and accurate responses to customers; ensured efficient and qualitative
operation through effective planning, leading, and organizing
 Selected, trained, developed, appraised and counseled team
 Interfaced with diverse levels of internal and external customers to develop and
maintain effective rapport and to resolve issues and inquiries
 Administered and adhered to corporate and departmental policies, practices and
procedures (including union contract administration)
Senior Trainer
Customer Business Unit, 6/1997 – 4/2000
 Served on Corporate Compliance Workgroup to ensure that all employees were in
compliance with new rules and regulations
 Conducted formal classroom training on employee/employer benefits
 Provided leadership team with status of projects, issues, communicated and
recommended decisions to achieve project objectives
 Assisted personnel (both internal and external) by answering questions, supplying
information and training
 Functioned as subject matter expert (SME) to division and actively participated on
multiple cross-divisional projects
 Maintained training materials and documentation in order to coordinate, analyze,
develop and deliver training and/or documentation needs
Medical Education Coordinator
Medical Policy, 7/1996 – 6/1997
 Managed Continuing Medical Education (CME) to ensure that program met CME
objectives and Michigan State Medical Society guidelines
 Supervised and coordinated the activities of the department
 Developed/prepared program evaluation analysis, research and statistics; and
provided input into the course evaluation, brochure production, program
arrangement, promotional publicity, and budget preparation
 Applied and maintained Osteopathic Accreditation for BCBSM
 Worked closely with physicians and nurses to ensure a quality educational program
Customer Service Representative
General Groups, 6/1990 – 7/1996
 Analyzed, evaluated, resolved, and responded to customer/provider inquiries
received via telephone, correspondence or in person involving a variety of
claim/benefit issues
 Referenced, researched and provided medical information on all facets of Blue
Cross and Blue Shield programs
 Provided on-the-job training for Customer Service Representatives