Davena Jones
Independence,MO
Summary
Accomplished in elevating team performance and client satisfaction. Excel in Salesforce management and coaching. Strategic approach to problem-solving and decision-making has consistently surpassed sales targets, fostering significant agency growth and efficiency. Skilled in both financial management and mentoring, my career is marked by a commitment to results and development. Seasoned insurance professional with many years of experience, including a focus on commercial products and contact center operations. Expert in sales strategies and client relationship management. Offering a strong background in remote and in-person client service excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Agent Service Rep
Americo Financial Life & Annuity
09.2018 - 08.2024
- Maintained detailed records of all transactions using CRM software, ensuring organized workflow within agency.
- Mentored junior agents in sales techniques, improving overall team performance.
- Built strong relationships with agents by maintaining regular communication throughout the transaction process.
- Managed high-profile accounts for enhanced customer retention and loyalty.
- Exceeded sales targets consistently through effective relationship building and strategic prospecting.
- Reviewed and executed confidential documents, contracts and disclosures.
- Oversaw daily operations at the agency, ensuring compliance with all industry regulations and guidelines.
Safety Coordinator
Research Medical Center
05.2015 - 09.2018
- Inspected worksites, practices, and gear for compliance with established safety standards.
- Recognized, documented, and advised on removal of hazards.
- Provided ongoing support and resources to supervisors in managing safety performance within their departments, fostering a culture of accountability among leadership.
- Enhanced workplace safety by conducting thorough risk assessments and implementing necessary control measures.
- Conducted routine safety audits to identify areas for improvement and implemented corrective actions accordingly.
- Streamlined emergency response plans, resulting in faster response times and minimized risk to personnel during critical situations.
- Fostered strong commitment to health and safety by instilling accountability among employees and patients, resulting in established safety culture.
- Played a key role in the implementation of a proactive safety management system, resulting in sustained improvements in workplace safety metrics.
- Accomplished multiple tasks within established time frames.
- Enhanced patient satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Medication Certified Nursing Assistant
Little Sisters Of The Poor
02.2018 - 09.2018
- Implemented best practices for infection control, diligently following handwashing and sanitization protocols to protect patients and staff.
- Enhanced patient care by assisting with daily living activities and personal hygiene tasks.
- Improved patient safety by accurately administering medications as prescribed.
- Participated in interdisciplinary team meetings, providing valuable input on patient care plans and strategies for improving overall health outcomes.
- Served as a liaison between patients, nursing staff, and physicians, effectively communicating information regarding medications and overall health status.
- Assisted in the training of new Medication Certified Nursing Assistants, sharing knowledge and expertise to support their professional development.
- Assisted nurses in monitoring vital signs, promptly reporting any abnormalities or concerns to appropriate personnel.
- Performed routine checks on patients throughout the day, proactively identifying signs of discomfort or decline that required intervention from nursing staff or physicians.
- Reduced medication errors through meticulous record-keeping and double-checking dosages before administration.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Mental Health Technician
Truman Medical Center- Hospital Hill
05.2015 - 07.2018
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
Licensed Insurance Producer
Primerica
12.2010 - 05.2016
- Consistently achieved or surpassed sales targets by implementing successful strategies for generating and converting leads. Utilized diverse upselling techniques and sales approaches to effectively market products and services. Provided exceptional customer support in claim submissions, ensuring meticulous and prompt completion of necessary documentation.
- Performed comprehensive risk assessments to establish optimal coverage and mitigate potential liabilities. Fostered client loyalty by consistently monitoring evolving needs and addressing concerns. Supported agency growth through identifying opportunities for market diversification or introducing new products.
- Enhanced team performance by sharing industry knowledge and best practices with colleagues during training sessions and meetings.
- Managed a diverse client portfolio, ensuring timely follow-ups and addressing any concerns or inquiries promptly.
- Boosted retention rates by providing exceptional customer service and proactively addressing potential issues before they escalated.
- Maintained up-to-date records of client interactions, policy changes, and renewals in the agency management system.
- Reduced processing errors by implementing standardized procedures for reviewing applications, endorsements, cancellations, and other policy-related transactions.
- Delivered exceptional service during high-pressure situations, such as addressing urgent client concerns or managing large-scale emergencies, maintaining a calm and professional demeanor throughout.
- Developed comprehensive knowledge of various insurance products, enabling more informed recommendations to clients based on their needs.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Organized community outreach events to increase brand awareness and generate new leads for the agency.
Education
GED -
Waynesville Sr. High School
Waynesville, MOInsurance And Risk Management
Penn Valley Community College
Kansas City, MOSkills
- Coaching and Mentoring
- Complex Problem-Solving and Decision-Making
- Staff Training and Development
- Verbal and written communication
- Time Management
- Cross-Functional Teamwork
- Business Administration
- Financial Management
- Salesforce Management
Certification
- Life & Health Producer Licensed
Timeline
Sr. Agent Service Rep
Americo Financial Life & Annuity
09.2018 - 08.2024
Medication Certified Nursing Assistant
Little Sisters Of The Poor
02.2018 - 09.2018
Safety Coordinator
Research Medical Center
05.2015 - 09.2018
Mental Health Technician
Truman Medical Center- Hospital Hill
05.2015 - 07.2018
Licensed Insurance Producer
Primerica
12.2010 - 05.2016
GED -
Waynesville Sr. High School
Insurance And Risk Management
Penn Valley Community College
- Life & Health Producer Licensed
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