Tonya Androusky
Greencastle,IN - Indiana
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sales Manager P&C On Demand Agents
Assurance IQ
03.2024 - Current
- Effectively managed a team of 35 Property & Casualty on-demand agents.
- Coached, developed and motivated team to achieve revenue goals.
- Analyzed data to identify trends in customer behavior and develop plans accordingly.
- Evaluated agent performance, identified areas of improvement, and implemented corrective action plans when necessary.
Customer Care Advocate Lead
Assurance IQ
01.2023 - 03.2024
- Led a team of customer care advocates for all 15 carriers we serviced.
- Directed customer service staff activities, including training, coaching and performance management.
- Resolved escalated issues from team members or customers in an efficient manner.
- Developed strategies for improving customer satisfaction levels.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
Customer Service Representative
Assurance IQ
01.2022 - 01.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Verified accuracy of customer data entered into the system.
- Facilitated payment processing for premium payments and renewals.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues to keep retention numbers high.
Account Manager
Donna Niese State Farm Insurance Agency
12.2019 - 01.2022
- Effectively handled the accounts of two insurance agencies.
- Handle claims processing for both offices.
- Managed payment processing and appointment scheduling.
- Assist clients with quotes for home, auto, flood, and life insurance.
- Manage billing and underwriting for auto, fire, and flood policies.
Office Manager, Property Manager
Eagle Pointe Realty
08.2016 - 12.2019
- Managed and maintained rentals including individual owners; handled monthly turnovers.
- Collected rent and deposits, wrote leases, and conducted background checks.
- Ran office payroll and ordered office/construction supplies.
- Managed office staff and schedules; handled work orders and appliance installations.
- Issued 1099’s for owners at tax time and coordinated renovations and cleanings.
- Managed multiple phone lines, MLS, and MIBOR listings; coordinated move-ins/outs.
- Received 5-star ratings in employee performance reviews.
School Age Care Supervisor
Monroe County Community School Corporation
08.2008 - 05.2011
- Implemented policy enforcement and supervised staff to prioritize child safety.
- Reported workers' hours and oversaw daily activities for 150 children.
- Created and maintained a well-structured and safe learning environment.
Education
Early Childhood Education -
Ivy Tech Community College
Bloomington, INSkills
- Proficient in Microsoft Office
- Sales Reporting
- Staff Management
- Customer service excellence
- Telephone Etiquette
- Performance Management
- Product Knowledge
- Team training and development
Certification
- Property & Casualty Insurance License
- Life & Health Insurance License
Timeline
Sales Manager P&C On Demand Agents
Assurance IQ
03.2024 - Current
Customer Care Advocate Lead
Assurance IQ
01.2023 - 03.2024
Customer Service Representative
Assurance IQ
01.2022 - 01.2023
Account Manager
Donna Niese State Farm Insurance Agency
12.2019 - 01.2022
Office Manager, Property Manager
Eagle Pointe Realty
08.2016 - 12.2019
School Age Care Supervisor
Monroe County Community School Corporation
08.2008 - 05.2011
Early Childhood Education -
Ivy Tech Community College