Deanna Caswell
Madison
Summary
Dedicated licensed insurance agent and office manager with a strong focus on integrity, reliability, and exceptional customer service. Proven ability to build trust with clients while delivering tailored insurance solutions. Skilled in risk assessment, policy education, and claims support, aiming to enhance client relationships and drive business success.
Overview
30
30
years of professional experience
Work History
Licensed Property & Casualty Insurance Agent
Estheimer Insurance Agency
Madison Indiana
06.2017 - Current
- Developed comprehensive insurance plans tailored to client needs.
- Conducted thorough risk assessments to identify coverage gaps.
- Educated clients on policy options and benefits for informed decision-making.
- Established strong rapport with clients through consistent communication, building trust as their trusted advisor on insurance matters.
- Conducted comprehensive risk assessments for prospective clients, identifying specific needs and recommending appropriate coverage solutions.
- Improved customer satisfaction by providing exceptional service and addressing policyholder concerns in a timely manner.
- Assisted clients in navigating the claims process, guiding them through each step and addressing their concerns along the way.
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Followed up promptly with interested clients to close sales.
- Negotiated contracts with clients to establish best coverage with lowest cost.
- Educated clients on insurance policies and procedures.
- Collected premiums on or before effective date of coverage.
- Calculated premiums and established payment methods for sales.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Analyzed risk factors to recommend appropriate coverage levels.
- Conducted annual reviews of existing policies to update information.
- Attended industry conferences and workshops to stay current with emerging trends in property and casualty insurance markets.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed cash drawer, ensuring accuracy and accountability in daily reconciliations.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Managed office communications, ensuring timely responses to inquiries and efficient information flow.
- Maintained filing systems, improving document retrieval efficiency and reducing administrative errors.
- Provided excellent customer service through prompt response to inquiries, resolving issues quickly and professionally.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Contributed to a positive work environment by maintaining a professional demeanor and offering assistance when needed.
- Maintained confidentiality while handling sensitive information related to personnel matters or company projects.
- Served as the primary point of contact for incoming visitors and phone calls, directing them efficiently to appropriate parties.
- Provided administrative support during high-pressure situations enabling seamless workflow.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Managed front desk operations, ensuring efficient workflow and positive visitor experiences.
- Handled incoming calls professionally, directing them to appropriate departments or taking detailed messages.
DSP (Direct Support Professional)
Benchmark Human Services
Madison Indiana
05.2015 - 06.2017
- Provided individualized support to clients, enhancing daily living skills and promoting independence.
- Monitored client progress, documenting changes and reporting concerns to healthcare professionals.
- Facilitated engaging activities that fostered socialization and community integration for clients.
- Implemented behavioral intervention strategies to improve client outcomes and reduce challenging behaviors.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Promoted physical well-being by supporting clients in engaging in regular exercise routines or therapeutic activities suited to their abilities.
- Transported clients to medical and dental appointments to provide support.
- Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
- Organized and participated in recreational activities, contributing to vibrant community life for residents.
- Assisted with personal care tasks, respecting clients' dignity and promoting self-reliance.
- Administered medication under supervision, ensuring adherence to healthcare plans.
- Conducted daily documentation of clients' progress and incidents, maintaining accurate and up-to-date records.
- Enhanced communication skills of non-verbal clients using alternative communication devices.
- Developed strong rapport with clients, facilitating trust-based relationship for effective support.
- Supported clients in managing their finances and personal administration, fostering greater independence.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Transported clients to and from medical appointments with safety and efficiency.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Replaced bandages, dressings, and binders to care for wounds and encourage healing.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Licensed Property and Casualty Insurance Agent
Hanover Insurance Agency
Hanover Indiana
01.2006 - 05.2015
- Developed customized insurance solutions to meet diverse client needs.
- Conducted thorough risk assessments to evaluate client coverage requirements.
- Educated clients on policy options, enhancing understanding of coverage benefits.
- Managed renewal processes, ensuring timely updates and compliance with regulations.
- I performed same duties here as I currently do at Estheimer Insurance Agency LLC.
- August 2006 is when I first became a Licensed P&C Insurance Agent.
DSP (Direct Support Professional) & Supervisor
Quality Community Services
New Albany Indiana
01.2003 - 01.2005
- Provided direct care and support for individuals with disabilities, promoting independence and personal growth.
- Assisted clients with daily living activities, ensuring safety and comfort in various environments.
- Developed individualized support plans in collaboration with clients and families to meet specific needs.
- Trained new staff on best practices in client care and behavioral management strategies.
- I performed the same duties as I done with Benchmark Human Services, with the addition I became the Supervisor of their Day Program.
- Supervised daily operations to ensure productivity and adherence to safety standards.
- Trained and mentored team members on best practices and operational procedures.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Administered medications according to established protocols and patient care plans.
- Monitored patient responses and reported changes to nursing staff promptly.
- Maintained accurate medication administration records and documentation compliance.
- Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
- Achieved high levels of efficiency while distributing medications by organizing daily routines around individual patient schedules and needs.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Upheld strict confidentiality standards, safeguarding sensitive patient information at all times during recordkeeping duties.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Reviewed medication orders for accuracy and completeness before administering medication.
- Monitored patient responses to medication to report adverse reactions quickly.
- Identified and reported medication errors to avoid distributing wrong medication to patients.
- Administered psychotropic medications and anxiety education to patients to provide mental health care.
- Followed directions of licensed nurses to administer medications and treatments.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Upheld infection control and prevention policies across different patient-facing areas.
- Prevented cross-contamination by cleaning and sterilizing equipment.
Office Manager/Secretary
Hanover Insurance Agency
Hanover Indiana
01.1996 - 01.2003
- Managed office operations, ensuring efficient workflow and organization of daily activities.
- Developed and maintained filing systems, improving document retrieval efficiency and compliance standards.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Bloomington High School North
Bloomington, IN05-1987
Skills
- Integrity and ethics, HIPPA Compliance
- Goal-oriented mindset, Self motivated,
- Exceptional Customer Service, Customer Retention,
- Continuing education as a Licensed Insurance Agent
- Insurance sales, auto/home & commercial
- Carrier relations
- New policy quotations, Policy Endorsements, Product Knowledge,
- Policy Renewals, Billing, Policy Coverage Verification
- Organizational skills
- Reliability, Professional, Active Listening
Timeline
Licensed Property & Casualty Insurance Agent
Estheimer Insurance Agency
06.2017 - Current
DSP (Direct Support Professional)
Benchmark Human Services
05.2015 - 06.2017
Licensed Property and Casualty Insurance Agent
Hanover Insurance Agency
01.2006 - 05.2015
DSP (Direct Support Professional) & Supervisor
Quality Community Services
01.2003 - 01.2005
Office Manager/Secretary
Hanover Insurance Agency
01.1996 - 01.2003
High School Diploma -
Bloomington High School North