Heather Shaughnessy
North Port,FL
Summary
Results-driven professional with entrepreneurial and management experience. Develops and sustains strong relationships with co-workers, staff, and clients while overseeing administrative and sales teams. Balances independent leadership with collaborative teamwork to drive organizational success through strategic business acumen and sound judgment.
Overview
15
15
years of professional experience
Work History
Owner/Sales Agent
HNS Insurance
Mililani Town, Hawaii
09.2024 - 01.2026
- Managed insurance agency operations for HNS Insurance client accounts and policy services.
- Advised clients on coverage options, policy changes, and renewal needs.
- Coordinated quotes with carriers for personal and commercial insurance lines.
- Built client relationships through clear service, follow-up, and issue resolution.
- Maintained relationships with existing clients by providing superior customer service.
- Identified new opportunities for growth, expansion, and diversification.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Developed strategic plans to increase profitability and efficiency.
- Created marketing campaigns to attract new customers.
- Oversaw budgeting and financial management.
- Monitored compliance requirements and followed insurance procedures across daily workflows.
- Reviewed legal documents related to business operations.
Agent
Hawaii Bonds and Insurance
Honolulu, Hawaii
07.2022 - 07.2024
- Explained coverage options and bond requirements to clients.
- Assisted Hawaii bonds and insurance clients with bond and policy questions.
- Prepared insurance quotes and bond applications for customer review.
- Reviewed client documents for accuracy and completeness.
- Processed policy changes, renewals, and cancellations.
- Maintained confidential client records and account files.
- Handled phone calls, emails, and office correspondence for Hawaii bonds and insurance.
- Developed customer relationships and ensured satisfaction with services.
- Provided customer service to clients through phone and email communication.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
- Actively participated in developing strategies for improving customer relations.
- Maintained accurate records of client interactions and transactions.
- Developed personalized plans to meet clients' specific needs and goals.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Responded to client inquiries and resolved issues promptly.
Certified Nursing Assistant
Queens Hospital Center
Honolulu, Hawaii
02.2015 - 01.2020
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Assisted Queens Hospital Center patients with bathing, grooming, and toileting care.
- Measured vital signs and reported changes to nursing staff.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Transferred patients safely between beds, wheelchairs, and examination areas.
- Supported Queens Hospital Center nurses with daily patient rounds and bedside care.
- Maintained patient rooms with proper linens, supplies, and cleanliness standards.
- Documented patient observations and care tasks in medical charts.
- Followed infection control procedures and used personal protective equipment properly.
- Comforted patients and families with respectful, attentive communication.
- Answered call lights promptly and responded to patient needs accordingly.
- Observed and reported unusual symptoms and changes to charge nurse.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Responded quickly to emergency situations involving sudden illness or injury.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Collected specimens, monitored vitals, and maximized patient comfort to maintain optimal environment.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
Patient Care Assistant
Bethesda North Hospital
Cincinnati, Ohio
01.2011 - 06.2014
- Assisted Bethesda North Hospital nurses with daily patient care and comfort needs.
- Monitored vital signs and reported changes to clinical staff.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Supported patient mobility, transfers, and safe ambulation across inpatient units.
- Assisted with ambulation and positioning of patients according to their plan of care.
- Responded quickly and appropriately to emergency situations.
- Responded quickly to emergency situations following established protocols.
- Answered call lights promptly to ensure timely response to patient needs.
- Responded to call lights and communicated patient concerns to nurses.
- Documented care activities in Bethesda North Hospital records and charts.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Engaged with patient family and friends to provide courteous visit experience.
- Provided assistance to nurses and other healthcare professionals in the delivery of patient care.
- Maintained clean patient rooms, stocked supplies, and followed infection control standards.
- Observed safety precautions when handling hazardous materials such as linens, soiled dressings or infectious waste.
- Used mobility devices to transport patients.
- Communicated changes in patient conditions and other unit concerns to multidisciplinary team.
- Collected specimens for laboratory tests upon request of medical staff.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Reported any changes in patient condition to the supervising nurse immediately.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
Education
Kings High School
Kings Mills, OHSkills
- Insurance policy analysis
- Insurance compliance
- Client relationship management
- Client service
- Customer relations
- Quality management
- Attention to detail
- Effective communication
- Verbal and written communication
- Problem solving
- Decision making
- Relationship building
Timeline
Owner/Sales Agent
HNS Insurance
09.2024 - 01.2026
Agent
Hawaii Bonds and Insurance
07.2022 - 07.2024
Certified Nursing Assistant
Queens Hospital Center
02.2015 - 01.2020
Patient Care Assistant
Bethesda North Hospital
01.2011 - 06.2014
Kings High School