Tonya Moreno
Houston,TX
Summary
Motivated and detail-oriented professional with 15+ years of experience in complaint resolution, compliance investigation, and stakeholder coordination, actively pursuing an All-Lines Adjuster license to transition into a Claims Adjuster/Specialist role. Skilled in analyzing complex issues, reviewing coverage-related concerns, and driving corrective actions through root cause investigation and strategic risk assessment. Proven ability to liaise with regulators, vendors, and internal stakeholders to ensure policy compliance and favorable outcomes. Adept at evaluating trends, developing action plans, and advocating for resolution—skills directly aligned with modern claims handling and fraud detection.
Overview
11
11
years of professional experience
Work History
Compliance Specialist
Just Energy
09.2022 - Current
- Investigate and resolve consumer complaints from external sources (PUC, BBB, Consumer Affairs), serving as a liaison between customers and regulatory agencies.
- Identify coverage issues, risk exposure, and trends; provide recommendations to mitigate future occurrences.
- Conduct in-depth audits, vendor shadowing, and regional field visits to evaluate sales practices and training effectiveness.
- Deliver presentations and training to regional managers on compliance tools, ensuring front-line teams align with internal standards and regulations.
- Provide ongoing coaching and performance feedback to sales leadership, emphasizing corrective actions and service-level adherence.
- Escalate high-risk non-compliance issues and participate in strategic remediation planning.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
Data & Compliance Manager
Empire Utility Concierge - Brokerage
10.2020 - 01.2022
- Managed company-wide compliance protocols and responded to regulator inquiries to uphold operational integrity.
- Monitored and advised on complex complaint cases and potential risk exposure.
- Coordinated continuing education events for real estate professionals, supporting outreach and compliance literacy.
- Produced legal briefs summarizing key developments in energy regulations, enhancing organizational readiness.
- Reduced risk exposure for the company by identifying and addressing areas of noncompliance.
Business Analyst II
NRG Energy, Inc.
06.2019 - 09.2020
- Interpreted regulatory developments to assess business impact and communicated findings to legal, sales, and operational teams.
- Developed and maintained compliance reporting tools; supported filings and audits to ensure accuracy and transparency.
- Conducted market-level risk evaluations and contributed to resolution strategies for internal process gaps.
- Led process improvement initiatives that supported claims-related documentation and compliance tracking.
Retail Vendor Manager/Natl. Retail Ops Manager
Just Energy
06.2017 - 03.2019
- Oversaw retail compliance and sales performance across 500+ store locations and 12 vendors.
- Conducted vendor audits, root cause reviews, and performance assessments, ensuring adherence to Master Service Agreements.
- Coordinated cross-functional teams to launch new markets, including legal, operations, QA, and business development.
- Presented weekly scorecards to executives on vendor metrics including cost, compliance, and consumer escalations.
Supervisor, Performing Management & QA
NRG Energy, Inc.
09.2014 - 06.2017
- Led internal investigations into sales complaints and regulatory violations, reducing PUC complaints by 29%.
- Partnered with IT and Salesforce teams to develop national QA and onboarding platforms.
- Designed enhanced onboarding and ID verification processes to reduce fraudulent activity by field sales agents.
- Created agent-facing quality and training programs to improve face-to-face (D2D) compliance.
- Delivered one-on-one coaching based on QA results, improving sales agent performance and compliance.
- Led onboarding and training for new hires; documented and evaluated agent readiness for field placement.
Education
No Degree - Psychology
University of Phoenix
Tempe, AZNo Degree - Psychology
Houston Community College
Houston, TXNo Degree - Claims Adjusting
AdjusterPro
Houston, TX06-2025
Skills
- Fraud Investigation & Root Cause Analysis
- Regulatory Compliance & Complaint Resolution
- Contract Review & Dispute Resolution
- Stakeholder Communication & Negotiation
- Training, Auditing, & Vendor Oversight
- Salesforce, CRM Systems, Verint, Microsoft Office Suite
- Investigations expertise
- Project management
- Research proficiency
- Problem-solving abilities
- Field investigations
Timeline
Compliance Specialist
Just Energy
09.2022 - Current
Data & Compliance Manager
Empire Utility Concierge - Brokerage
10.2020 - 01.2022
Business Analyst II
NRG Energy, Inc.
06.2019 - 09.2020
Retail Vendor Manager/Natl. Retail Ops Manager
Just Energy
06.2017 - 03.2019
Supervisor, Performing Management & QA
NRG Energy, Inc.
09.2014 - 06.2017
No Degree - Psychology
University of Phoenix
No Degree - Psychology
Houston Community College
No Degree - Claims Adjusting
AdjusterPro
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