Tonya Evans
Charlotte,NC
Summary
Highly motivated professional with extensive experience in technical support and customer service management, known for driving team efficiency and fostering positive client relationships. Proven ability to develop and implement impactful training programs, conduct thorough performance assessments, and enhance team productivity. Expert in incident tracking and conflict resolution, consistently achieving high customer satisfaction rates, and building strong, collaborative environments.
Overview
19
19
years of professional experience
Work History
Producer Service Request Agent (Remote)
Liberty Mutual Insurance Company
Huntersville, North Carolina
06.2025 - Current
- Establish new producer appointments and update existing data for accuracy in internal systems.
- Process producer terminations and transfers using Salesforce to maintain accurate records.
- Handle license and appointment inquiries through NAIC and Sircon for compliance.
- Monitor and address requests related to appointments, licensing codes, and address changes.
- Facilitate effective communication and workflows among producers, clients, and internal departments.
Help Desk Agent (Remote)
Liberty Mutual Insurance Company
Huntersville , NC
01.2022 - Current
- Diagnose technical issues, and provide troubleshooting services for software concerns to end users.
- Resolve internal and external department concerns through phone, chat, and email.
- Document customer interactions, troubleshooting steps, and resolutions in a ticketing system.
- Identify trends in customer inquiries to propose process improvements.
- Facilitate team huddles to discuss projects, objectives, and updates.
- Monitor live calls for quality assurance, and immediate coaching opportunities.
- Achieve targets for adherence, call quality, average handle time, after-call work, and first contact resolution.
Benefits Verification Specialist (Remote)
Amerisource Bergen
Fort Mill, SC
12.2019 - 12.2021
- Executed specialty drug verifications for medications such as PROLIA and BEOVU.
- Verified patient-specific benefits and documented details regarding payer plans, coverage, and cost-sharing.
- Initiated prior authorization processes and managed claims appeals efficiently.
- Conducted quality reviews to ensure compliance before submission to providers' offices.
- Triaged incomplete cases to appropriate program associates for resolution.
- Identified restrictions and provided strategies to expedite patient access.
- Performed data entry of patient demographics into Patient Plus and Salesforce CRM.
- Ensured timely processing of Stat and Adverse Event cases within 24 hours.
- Adhered to HIPAA regulations when handling confidential patient information.
Billing Team Lead
Spectrum
Charlotte, NC
11.2018 - 12.2019
- Coached and developed new hires and billing agents to enhance performance and outcomes.
- Resolved escalated customer complaints promptly, maintaining high satisfaction levels.
- Facilitated team meetings to discuss updates and tackle challenges collaboratively.
- Monitored billing processes to ensure accuracy in invoices and payments.
- Managed account statuses and balances, identifying and resolving inconsistencies effectively.
- Provided support to departments on complex billing issues, enhancing interdepartmental collaboration.
- Created detailed trouble and case management tickets for dispatch and upper management teams.
- Collaborated with team members on challenging cases requiring further investigation.
- Effectively corrected incomplete work orders while providing support via chat to billing agents.
Personal Lines Licensed Insurance Agent
GEICO
Virginia Beach, VA
09.2013 - 06.2018
- Analyzed performance gaps to develop a sales strategy for increasing value-added product offerings.
- Completed GEICO Professional Development Series, earning Chairman’s Club recognition for outstanding metrics.
- Developed and mentored new hires while coaching in training department rotations.
- Engaged with internal departments and external parties, including policyholders, DMV, banks, and dealerships.
- Provided accurate insurance information to clients and agents, resolving conflicts effectively.
- Promoted interest in various lines of business to enhance overall portfolio growth.
- Conducted regular reviews of client policies to ensure adequate coverage.
- Processed new insurance applications, policy changes, renewals, cancellations, claims, and other related paperwork accurately and in a timely manner.
- Educated customers on risk management strategies and loss prevention techniques.
- Researched complex underwriting issues and provided solutions for customers' satisfaction.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
Salon Supervisor/Stylist
His & Hers Cuts
Charlotte, NC
02.2011 - 06.2013
- Supervised a team of 8-10 individuals to meet daily performance goals and uphold salon standards.
- Trained and mentored junior staff on techniques and customer service practices.
- Developed marketing strategies to attract clientele and boost salon revenue.
- De-escalated customer complaints, providing effective solutions to foster repeat business.
- Interacted with customers, delivering both professional and personalized service.
- Managed appointments, ordered products, tracked inventory, and maintained client records.
- Provided haircare services to enhance clients' appearances and promote additional product sales.
- Enforced health and safety regulations to create a safe work environment.
Inbound Telecom Consultant
Sprint Nextel
Charlotte, NC
11.2006 - 11.2009
- Provided exceptional customer service as wireless sales and communications solutions expert.
- Analyzed customer needs to tailor wireless voice and data packages for optimal sales results.
- Maintained client accounts through accurate documentation and timely payment processing.
- Upgraded equipment and modified contract details.
- Utilized technical skills for basic troubleshooting of equipment and resolved billing issues.
- Followed company guidelines to support cross-departmental collaboration efficiently.
Education
Associates - Cosmetology
Empire Beauty College
Concord, NC02.2011
Certificate in Business Administration Management - Business Administration
Bryant & Stratton College
Richmond, VA02.2005
Advanced General Education Diploma -
Park View High School
South Hill, VA06.1995
Skills
- Training programs and development
- Performance assessment
- Retention initiatives
- Time efficiency
- Customer service management
- Collaborative skills
- Communication proficiency
- Data entry
- Windows 10
- Incident tracking
- Conflict resolution
- Technical support
- Escalation management
- Operating systems
- Analytical thinking
- Account management
Timeline
Producer Service Request Agent (Remote)
Liberty Mutual Insurance Company
06.2025 - Current
Help Desk Agent (Remote)
Liberty Mutual Insurance Company
01.2022 - Current
Benefits Verification Specialist (Remote)
Amerisource Bergen
12.2019 - 12.2021
Billing Team Lead
Spectrum
11.2018 - 12.2019
Personal Lines Licensed Insurance Agent
GEICO
09.2013 - 06.2018
Salon Supervisor/Stylist
His & Hers Cuts
02.2011 - 06.2013
Inbound Telecom Consultant
Sprint Nextel
11.2006 - 11.2009
Associates - Cosmetology
Empire Beauty College
Certificate in Business Administration Management - Business Administration
Bryant & Stratton College
Advanced General Education Diploma -
Park View High School