Tonya Trail
Caddo Mills
Summary
Results-driven insurance agency manager with a track record of enhancing customer satisfaction and loyalty. Expertise in team leadership, strategic planning, and effective communication. Committed to fostering strong client relationships and optimizing operational efficiency.
Overview
26
26
years of professional experience
Work History
Manager Of Insurance Agency
Dorman Insurance Agency
Quinlan, TX
07.2016 - Current
- Led team in delivering exceptional customer service and support for policyholders.
- Developed strategic plans to optimize agency operations and increase market share.
- Implemented training programs to enhance staff knowledge of insurance products and regulations.
- Analyzed performance metrics to identify areas for improvement in sales strategies.
- Cultivated relationships with clients, fostering loyalty and long-term partnerships.
- Managed budgeting and financial planning processes, optimizing resource allocation.
- Spearheaded marketing initiatives to promote agency services and attract new clients.
- Recruited and mentored top-performing insurance agents, fostering a supportive and results-driven work environment.
- Enhanced client satisfaction rates through personalized consultations and tailored policy recommendations.
- Improved staff retention rates through regular performance reviews, professional development opportunities, and employee recognition initiatives.
- Implemented comprehensive risk management strategies for clients, minimizing potential losses from unforeseen events.
- Streamlined operations by adopting innovative insurance processing software, improving efficiency within the team.
- Cultivated productive partnerships with industry professionals such as brokers, attorneys, and financial advisors to drive business growth.
- Identified emerging trends in the insurance industry through continuous research and education to stay ahead of competitors in service offerings.
- Developed strong relationships with underwriters and carriers to negotiate better coverage options for clients.
- Increased agency revenue by implementing effective sales strategies and training programs for staff.
- Reduced claims processing time by optimizing internal workflows and streamlining communication with adjusters.
- Maximized agency profitability with diligent expense tracking, budget monitoring, and cost-saving measures.
- Analyzed detailed reports on agency performance metrics to identify areas of strength and opportunity.
- Managed day-to-day operations including staffing schedules, claims handling procedures, compliance audits, office maintenance, and inventory management.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Elevated customer service standards by implementing new policies that prioritize client needs and concerns.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Terrell Renaissance Hospital
ER Registration
Terrell, TX
02.2010 - 10.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Nurses Aide
Jordan Health Care Services
Greenville, Tx
08.2000 - 07.2008
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained cleanliness and organization of patient care areas, promoting hygiene standards.
- Collaborated with healthcare team to develop personalized care plans for patients.
- Supported patients in mobility exercises, enhancing physical independence and recovery.
- Educated patients and families on health management practices and resources available.
- Implemented process improvements that enhanced workflow efficiency within the care unit.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Assisted with daily living activities for patients, ensuring optimal independence and quality of life.
- Tended to patients with diverse medical conditions, including dementia, Parkinson''s disease, and diabetes, adapting care approaches accordingly.
- Assisted patients with mobility issues in areas such as beds, wheelchair usage, and automobile travel.
- Improved patient mobility by assisting with range-of-motion exercises, ambulation, and transfers.
- Enhanced patient comfort by providing exceptional personal care and maintaining a clean living environment.
- Assisted with patient transfer and ambulation.
- Scheduled and accompanied client to medical appointments.
- Kept accurate records of patients' care, condition, and progress.
- Maintained strict infection control protocols while performing wound care, catheter care, and other medical procedures.
- Promoted patient socialization, self-care and development by recognizing and using patient strengths to motivate patient.
- Maintained and organized patient rooms and communal spaces to minimize environmental and safety hazards.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Followed directions of licensed nurses to administer medications and treatments.
- Documented patient information and care activities in electronic health record.
- Facilitated personal hygiene management, feeding and ambulation.
- Upheld infection control and prevention policies across different patient-facing areas.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Enhanced nutritional intake by preparing meals according to dietary restrictions and feeding patients who required assistance.
- Assisted in feeding patients by offering fluids and snacks and recording amounts consumed in logbook
- Assisted patients with therapy exercises as specified by care team.
Education
No Degree - Registered Nurse
Paris Junior College
Paris, TXHigh School Diploma -
Quinlan High School
Quinlan, Tx05-1999
Skills
- Sales management
- Claims management
- Industry networking
- Cross-selling
- Customer service
- Quotes and sales
- Customer follow-up
- Client relations
- Operations management
- Auto insurance
- Policy renewals
- Leads prospecting
- Email marketing
- Account management
- Lead development
- Upselling
- Business planning
- New client acquisition
- Property insurance
- Client retention
- Client account management
- Policy writing
- Insurance sales strategy
- Insurance program management
- Positive attitude
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Computer skills
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Professional and courteous
- Scheduling and coordinating
- Self motivation
- Managing operations and efficiency
- Interpersonal skills
- Customer relationship management
- Employee training
- Recruitment and hiring
- Training and development
- Professionalism
- Good judgment
- Staff management
- Documentation and reporting
Timeline
Manager Of Insurance Agency
Dorman Insurance Agency
07.2016 - Current
Terrell Renaissance Hospital
ER Registration
02.2010 - 10.2014
Nurses Aide
Jordan Health Care Services
08.2000 - 07.2008
No Degree - Registered Nurse
Paris Junior College
High School Diploma -
Quinlan High School