Tonya Wiley
West Chester,OH
Summary
Self-driven, organized and detail-oriented employee with experience interacting with clients and team members virtually, face to face, by phone, chat and written correspondence to provide superior customer service by resolving inquiries and escalated disputes. Trained brokers and employees on available resources, products, procedures, and plan details to educate, build relationships and exceed sales goals. Reliable Outreach Specialist offering diplomatic and persuasive communication skills focused on increasing program participation and effectiveness. Maintains open and positive relationships with current and prospective clients with regular follow up. Brings in new contacts through polished presentations and informational workshops. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
38
38
years of professional experience
Work History
Outreach Specialist
Cityblock Health
09.2022 - Current
- Field outreach- 12 home visits a day
- Exceeded enrollment and engagement goals
- Outbound calls to members inform and consent members
- Schedule appointments in Skedulo with proper team members
- Document outcome of calls in Commons
- Research and find members as needed
Claims Adjuster
Liberty Mutual
12.2021 - 07.2022
- Handled customer concerns via email, text messages, inbound and outbound calls
- Updated client information and performed claim investigations to determine appropriate action needed for efficient claims resolution
- Made damage assessments and corresponding payments or denials based on policy guidelines
Customer Service Representative
Robert Half
08.2020 - 12.2021
- 70 plus -Chats, Inbound and Outbound calls
- Maintained Federal, State, and unemployment rules and regulations, policies, and procedures for new and existing claims
- Updated client information and performed claim investigations to determine appropriate action needed for efficient claims resolution
- Utilized unemployment systems and software including Finesse, Jabber, Midas, Contact Manager, MS Teams and InContact
Senior Correspondent
Mutual of America
02.2018 - 08.2019
- Efficiently processed enrollments, withdrawals, estimates and other claims transactions while maintaining participant and employer electronic files
- Prepared written and accurate correspondence for clients to address account details, inquiries, and financial transactions
- Handled all phone inquiries regarding plan specific guidelines, account details and navigating on the website and customer accounts
Financial Advisor
Prudential Insurance
01.2014 - 01.2018
- Aided clients with achieving their financial goals by reviewing information and implementing strategies with asset protection, cash accumulation and distribution of assets
- Prepared effective and professional presentations for clients to educate and aid them with meeting their financial goals
- Presented and collaborated with leadership team to review and bolster company goals
Credit Granting Representative
Macy's Credit & Customer Service
01.2012 - 01.2014
- Provided excellent telephone customer service and support for sales associates and customers requesting to open new accounts, increase spending limits and approve sales
- Reviewed, researched, and approved credit request queues and investigated bureau disputes, ensuring compliance adherence
Account Representative and Sales Assistant
Anthem Blue Cross and Blue Shield
01.2001 - 01.2014
- Specialized in retaining existing business through various customer support roles, employer education, broker education and training
- Supported sales executives and brokers by completing pre-screens and quotes for new business
- Benefit Presentations to employers and employees
Administrative Assistant
VehiCare Corporation
01.1999 - 01.2001
- Proficiently scheduled Freightliner inspections accurately completed invoicing and payroll functions and checked quality control tracking of fleet operations
Administrative Assistant
Morning Star Care Program
01.1998 - 01.1999
- Utilized knowledge in various Windows applications to track financial reports and monthly client reports
- Coordinated and assisted unemployed offenders in career development and provided support services to clients to obtain emergency shelter, locate support groups and human services departments
Eligibility Coordinator
Prudential Health Care Systems
01.1987 - 01.1997
- Maintained plan changes, addresses, dependent information, and coverage dates
- Worked as a liaison to the quality assurance department to assure consistency with employers and employees and various departments within the company
- Professionally supplied customer service explaining plan provisions, claim statuses, resolving customer disputes and monitored various databases, rosters, and enrollment forms
Education
BACHELOR OF SCIENCE - MANAGEMENT
UNIVERSITY OF PHOENIX
Skills
- Community Events
- Data Analysis
- Salesforce
- Customer Relationship Management (CRM)
- Exceptional communication
- Community Engagement
- Relationship Management
- Microsoft Office
- Maintaining Client Records
- Collaboration and Teamwork
- Goal Setting
- Client Intakes
- Client Assistance Referrals
- Employee Training
- Eligibility Requirements
- Client and Family Interviews
- Client Home Visits
- Team Collaboration
- Data Confidentiality
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Abilities
- Excellent Communication
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Community Events
- Community Events
- Community Events
- Community Events
- Decision-Making
- Report Preparation
- Marketing
- Teamwork and Collaboration
- Customer Service
- Reliability
- Organizational Skills
- Documentation skills
- Abilities
- Multitasking
- Multitasking Abilities
- Client Needs Assessments
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Documented and resolved Issue which led to Results.
- Achieved Result through effectively helping with Task.
Educationandlicenses
- University of Phoenix, Bachelor of Science in Management
- Series 6 & 65 License
- Health, Life and Variable Annuities-active
- Certified in Microsoft Office Suite - Outlook, Excel, PowerPoint & Access
- Practical English and Command of Words
- Conflict, Confrontation and Stress Management Seminar
- MAGIC-Customer Service Training Seminar
- Maintenance Control and Management Systems
- Sales Force
References
Available upon request
Certification
- [Area of expertise] License - [Timeframe]
Timeline
Outreach Specialist
Cityblock Health
09.2022 - Current
Claims Adjuster
Liberty Mutual
12.2021 - 07.2022
Customer Service Representative
Robert Half
08.2020 - 12.2021
Senior Correspondent
Mutual of America
02.2018 - 08.2019
Financial Advisor
Prudential Insurance
01.2014 - 01.2018
Credit Granting Representative
Macy's Credit & Customer Service
01.2012 - 01.2014
Account Representative and Sales Assistant
Anthem Blue Cross and Blue Shield
01.2001 - 01.2014
Administrative Assistant
VehiCare Corporation
01.1999 - 01.2001
Administrative Assistant
Morning Star Care Program
01.1998 - 01.1999
Eligibility Coordinator
Prudential Health Care Systems
01.1987 - 01.1997
BACHELOR OF SCIENCE - MANAGEMENT
UNIVERSITY OF PHOENIX
Similar Profiles
Jessica TherrienJessica Therrien
Quality Review RN at Cityblock HealthQuality Review RN at Cityblock Health
Tonya WileyTonya Wiley
Outreach Specialist at Cityblock HealthOutreach Specialist at Cityblock Health
Felicia JonesFelicia Jones
Senior Perinatal Community Health Partner at Cityblock HealthSenior Perinatal Community Health Partner at Cityblock Health