Tonya Vanover
Norcross,GA
Summary
Dynamic and self-motivated professional with 15 years of supervisory experience in customer service, including six years as a Claims Specialist. Recognized for exceptional interpersonal and communication skills, fostering positive client relationships while effectively addressing organizational needs with a strong emphasis on service quality and cost-effectiveness. Proven leadership abilities and a team-oriented approach enable successful task completion with minimal supervision, driving operational excellence in growth-oriented environments. Extensive expertise in the healthcare industry includes Medicare, audit processes, account management, and workers' compensation, complemented by a solid foundation in capacity planning, forecasting, inventory management, and business information systems.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Claim Specialist
State Farm
01.2021 - Current
- Diligently and efficiently investigate, evaluate, negotiate, and settle claims by skillfully applying knowledge of policies and insurance regulations to determine comprehensive coverage, liability, and damages.
- Address promptly to general inquiries from staff and clients via telephone and email, and contact customers through telephone, various electronic media, and written correspondence.
- Strategically manage work through task-driven queues while multitasking in a fast-paced call center environment.
- Foster highly empathetic customer relationships, earning a reputation for delivering exceptional customer service while maintaining courtesy and composure, even during moments of customer dissatisfaction.
- Support learning grounds for new claim specialists while sharing strategies for quality work and claim handling, Knowledge of Xactimate and processing property water and ILR claims.
- Managed approximately 30 incoming calls, emails per day from customers
Supervisor
United State Postal Service
01.2000 - 12.2020
- Managed the employee workflow by meticulously creating team schedules, strategically delegating tasks, and concurrently serving as a dynamic USPS member of the Union Board of Directors.
- Implemented time tracking and payroll procedures to guarantee accurate hours and correct compensation for employees.
- Ensured the company met its business goals, deadlines, and performance standards while setting clear objectives for workers in alignment with the company's plans and vision.
- Motivated workers to achieve goals, pursue promotional opportunities, and provide daily support and encouragement to the staff.
- Established mentorship programs for new hires to promote and maintain high performance while also conducting regular performance evaluations and providing constructive feedback to workers.
Customer Services Supervisor
Blue Cross Blue Shield
09.1995 - 12.2000
- Showcased world-renowned expertise in customer service, conflict resolution, effective communication, monitoring and feedback, organization management, workflow management, and goal setting. Processing medical disability and worker comp claims.
- Handling litigation claims, review and process disability and worker comp claims.
- Managed approximately 30 incoming calls and emails per day.
Education
Bachelor of Science - Information Technology
Tuskegee University
Tuskegee, AL05.1989
Skills
- OneCTI, Paycom, Expense Point, Microsoft Teams, Microsoft Teams, Google Apps (Drive, Meet, Docs, Sheets, Slides, Form), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Sharepoint)
- Adjuster Licenses - Georgia, Florida, Kentucky, Louisiana, North Carolina, South Carolina, Oklahoma, Texas, West virginia, Delaware Connecticut, Rhode Island
Certification
Property and Casualty License | Homeowners and Auto Insurance
Core Expertise
- Business Development
- Client Acquisition
- Data Analysis
- Team Management
- Operations Management
- Phone Etiquette
- Active Listening
- Customer Service
- Customer Relationship
- Strategic Planning
- Problem-solving
- Time Management
Timeline
Claim Specialist
State Farm
01.2021 - Current
Supervisor
United State Postal Service
01.2000 - 12.2020
Customer Services Supervisor
Blue Cross Blue Shield
09.1995 - 12.2000
Bachelor of Science - Information Technology
Tuskegee University
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