Tonya Wiley

Community Engagement Outeach

Aug 2023 to Present

• Community engagement by implementing targeted outreach strategies and regularly participating in relevant events.
• Conducted community outreach, including home visits, to engage with members and promote program and resources
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Excelled in client home visits, using CRM-Commons and Microsoft Office to enhance operational efficiency

Inside Telephonic Outreach

Sep 2022 to Aug 2023

• Conducted Outbound 65 plus-Outbound calls a day to members to enroll in program and schedule appointments with team based on assessment.
• Recorded, transcribed and maintained confidential client information into applicant tracking system and database.
• Expanded program reach by conducting research on emerging trends in community outreach methods, adapting strategies accordingly.
• Documented outcome of calls in CRM- Commons
• Performed research utilizing varies tools to locate members
• Community Outreach to members -12-plus home visits a day
• Proven Outreach Specialist with a track record of surpassing enrollment goals through effective community engagement and events
• Demonstrates exceptional teamwork and problem-solving abilities, significantly improving client satisfaction and community involvement
• Conducted training sessions for new hires, ensuring consistent level of service across team.

• Handled customer concerns via email, text, inbound and outbound calls
• Performed claim investigations, documented and coordinated with internal and outside vendors for claims resolution
• Made damage assessments and corresponding payments or denials based on policy guidelines
• Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
• Examined claims forms and other records to determine insurance coverage.
• Verified insurance claims and determined fair amount for settlement.
• Maintained compliance with state regulatory requirements through meticulous documentation, written correspondence and adherence to company policies.

• Provided exceptional customer service by handling a high volume of inbound and outbound calls and chats.
• Documented and updated client information and performed claim investigations to decide proper action needed for efficient claims resolution
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained Federal, State, and unemployment rules and regulations, policies, and procedures for new and existing unemployment claims
• Demonstrated strong problem-solving skills by investigating and resolving complex unemployment claims.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Processed a high volume of financial transactions accurately and efficiently ensuring compliance and regulations.
• Provided excellent customer service by addressing client inquires and resolving issues promptly.
• Prepared written and detailed correspondence for clients to address account details, inquiries, and financial transactions.
• Developing strong organizational skills by managing multiple tasks and deadlines.
• Managed all phone inquiries following plan specific guidelines, processed retirement request, processed withdrawals, and contributions to retirement accounts
• Consistently met tight deadlines by managing time effectively and prioritizing tasks accordingly.

• Advised clients on financial retirement planning strategies, including asset protection, cash accumulation, and distribution.
• Prepared effective and professional presentations for clients to educate and aid them with meeting their financial goals
• Presented and collaborated with leadership team to achieve client and company goals.
• Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
• Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
• Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.

Credit Granting Representative

Dec 2012 to Jan 2013

• Provided excellent telephone customer service and support for sales associates and customers requesting to open new accounts, increase spending limits and approve sales
• Contributed to team sales goals by upselling products and services to customers.

Internal Sales Agent

Jan 2013 to Jan 2014

Sales Agent with proven track record of driving sales and exceeding targets by actively listening, educating the customer on the different products.

• Retained existing business by negotiating rates with underwriting
• Analyzed, and customized benefit plans to meet client goals and budgets
• Conducted presentations to educate members and employers on services, products and online resources.
• Collaborated with internal teams to develop tailored solutions for key accounts, fostering long-term partnerships.
• Conducted thorough needs assessments for clients to align our services with their goals, resulting in higher client satisfaction.
• Fostered long-term business relationships, ensuring robust and loyal client base through regular follow-ups.
• Built relationships with customers and community to promote long term business growth.
• Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
• Increased sales by building strong customer relationships and providing excellent service.
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

• Proficiently scheduled Freightliner inspections accurately completed invoicing and payroll functions and checked quality control tracking of fleet operations
• Maintained inventory of office supplies and placed orders.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

• Coordinated and assisted clients obtain emergency shelter, housing, transportation, food resources and employment
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

• Worked as a liaison to the quality assurance department to assure consistency with employers and employees and various departments within the company
• Improved client satisfaction by efficiently managing eligibility cases and providing timely updates.
• Organized relevant documentation for audits both internally and externally ensuring compliance within established guidelines.
• Professionally supplied customer service explaining plan provisions, claim statuses, resolving customer disputes and checked various databases, rosters, and enrollment forms to ensure accuracy