Toiya Jacobs
Houston,TX
Summary
Dynamic Senior Claims & Compliance Analyst with proven expertise at Sunnova Energy International in compliance management and data analysis. Adept at leading teams and enhancing operational efficiency, I excel in problem-solving and critical thinking, ensuring regulatory adherence and successful project outcomes. Committed to driving continuous improvement and delivering exceptional results.
Overview
20
20
years of professional experience
Work History
Senior Claims & Compliance Analyst
Sunnova Energy International
Houston, TX
01.2017 - 01.2025
- Procurement and renewal of corporate qualifications and certifications
- Document holds and court /arbitration filings
- Prepare data and reports for monthly, quarterly, and annual filings.
- Manage regulatory calendar and dockets to ensure continuous compliance.
- Conduct compliance and regulatory research.
- State and local licensing compliance for company and contractors: renewals.
- Manage and maintain litigation claims queue.
Customer Service Supervisor
Sunnova Energy International
Houston, TX
01.2015 - 01.2017
- Analyze and pull together customer data and to assist with issue resolution.
- Manage and maintain call center processes involving training and call calibration.
- Review and approve billing refunds for customer requests.
- Responsible for preparing operational reports and cases
- Problem solving customer contract disputes.
- Process contract add/delete/terminations/assignments for all customer segments.
- Manage project guidelines.
- Review analysis of CSS phone coverage and performance.
- Communicate with vendors through the installation team throughout the process to correct any exceptions and/or process change orders.
- Supervised customer support team to ensure service quality and efficiency.
- Developed training programs for new support staff to enhance skills and knowledge.
- Managed scheduling and workload distribution for optimal team performance.
- Resolved escalated customer issues, providing effective solutions and support.
- Collaborated with other departments to enhance overall customer experience.
- Monitored team performance metrics to identify areas for development.
- Conducted regular meetings to communicate updates and gather feedback from staff.
- Analyzed existing customer feedback data to identify areas for improvement in the organization's services or processes.
- Developed strategies for improving customer service operations, including training programs, workflow processes and quality assurance initiatives.
- Maintained up-to-date knowledge of company products and services as well as industry trends.
- Ensured compliance with industry standards for data security and privacy regulations.
Issue Resolution Specialist
HCL America
Houston, TX
01.2013 - 01.2015
- Investigate and resolve complaints.
- Identify and implement applicable corrective and preventative actions to facilitate complaint closure.
- Follow up with customers throughout investigation and resolution by either adds, enrollment, transfer and deactivation of electric and gas service.
- Manage workload to meet all deadlines and productivity goals.
Senior Customer Service Representative Point of Contact
Verizon Wireless
Houston, TX
01.2005 - 01.2012
- Worked with management on business efficiencies and process improvement.
- Collection of customer feedback and improved processes to exceed customer experience goals.
- Accommodated and resolved unusual customer requests while adhering to company policy.
- Follow up with customers to ensure first call resolution and achieve 100% customer satisfaction.
- Training of new hires on Verizon systems, customer service, and de-escalation procedures.
Education
Business Administration - Social Work
TEXAS SOUTHERN UNIVERSITY
Houston, TX05-2027
High School Diploma -
FOREST BROOK HIGH SCHOOL
Houston, TX05.1991
Skills
- MS office 365
- MS 365 Planner
- MS 365 Teams
- MS Word
- Excel
- Outlook
- Thomas Reuters Legal Tracker
- SalesForce
- ProDoc Document Production Software
- SERFF
- Data analysis
- Communication skills
- Team leadership
- Compliance
- Documentation review
- Due diligence
- Paperless environments
- Legal research
- Investigations expertise
- Decision-making
- Records management
- Problem-solving abilities
- Teamwork and collaboration
- Licensing regulations
- Analytical thinking
- Reliability
Timeline
Senior Claims & Compliance Analyst
Sunnova Energy International
01.2017 - 01.2025
Customer Service Supervisor
Sunnova Energy International
01.2015 - 01.2017
Issue Resolution Specialist
HCL America
01.2013 - 01.2015
Senior Customer Service Representative Point of Contact
Verizon Wireless
01.2005 - 01.2012
Business Administration - Social Work
TEXAS SOUTHERN UNIVERSITY
High School Diploma -
FOREST BROOK HIGH SCHOOL
Similar Profiles
Robin WaltersRobin Walters
Senior Marketing Manager, Events at Sunnova Energy InternationalSenior Marketing Manager, Events at Sunnova Energy International
JOHN BROUSSARDJOHN BROUSSARD
SENIOR REGIONAL CONSULTANT at Sunnova Energy InternationalSENIOR REGIONAL CONSULTANT at Sunnova Energy International
Liseth GonzalezLiseth Gonzalez
Admin / Customer Service at Sunnova Energy International, Inc.Admin / Customer Service at Sunnova Energy International, Inc.
Teia AllenTeia Allen
Senior Client Relations Specialist at Veterans Affairs Medical Center (Prosthetics)Senior Client Relations Specialist at Veterans Affairs Medical Center (Prosthetics)
Patric JonesPatric Jones
Logistics Coordinator at AGlobe LogisticsLogistics Coordinator at AGlobe Logistics