Summary
Overview
Work History
Education
Skills
Timeline
Tonya Kay Love

Tonya Kay Love

Casa Grande,AZ

Summary

To obtain a position with a company that emphasizes quality & customer service. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

17
17
years of professional experience

Work History

Licensed Personal Property and Casualty Agent

Foundever/USAA
Remote, AZ
01.2024 - Current
  • Obtained my Arizona Resident License on the first try and I currently have 41 active state licenses within the US counting Arizona, which was provided by Foundever. I'm waiting for the other states to get approved.
  • Researched policy provisions and underwriting guidelines to provide accurate quotes.
  • Educated customers about various types of property and casualty insurance products available.
  • Assisted customers in selecting appropriate coverage for their insurance needs.
  • Contacted underwriters and submitted forms to obtain binder coverage.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
  • Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
  • Built and maintained strong relationships with clients through regular follow-ups and excellent customer service.
  • Conducted periodic reviews of clients' insurance needs, suggesting updates or upgrades to policies where necessary.

Document Specialist

Optima Tax Relief
Chandler, AZ
02.2019 - 03.2020
  • Responded promptly to customer inquiries regarding status of requested documents.
  • Maintained a safe work environment by following security protocols when handling sensitive materials.
  • Performed quality control checks on scanned images prior to release into document management system.
  • Organized physical files according to established filing protocols.
  • Scanned hardcopy documents using high speed scanner and imaging software applications.
  • Created templates to standardize document formatting and layouts.
  • Maintained records of all documents scanned and indexed into the system.
  • Processed requests for archiving and retrieval of documents from offsite storage locations.
  • Prepared documents for scanning and indexing into the document management system.
  • Resolved discrepancies between physical files and electronic records within the system.
  • Completed documents and work requests according to company standards.
  • Converted documents for specific personnel or project needs.
  • Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
  • Identified errors and suggested appropriate edits.
  • Reviewed contracts to determine documentation required for each phase of project.

Administrative Assistant

Schendel Pest Services
Chandler, AZ
10.2017 - 11.2018
  • Handled confidential documents in an organized fashion according to established protocol.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Answered questions from customers regarding products and services offered by the company.
  • Managed office supplies inventory and placed orders when necessary.
  • Developed and maintained filing systems for confidential documents and records.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Scheduled appointments between clients and customers and internal staff members.
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.

Insurance Service Center Rep

QBE
Tempe, AZ
10.2015 - 09.2017
  • Tracked insurance for gaps in coverage for multiple finance companies through multiple insurance carriers.
  • Provided customer service by answering product and service related questions.
  • Collaborated with team members to identify areas of improvement in customer service processes.
  • Answered phone calls and directed them to appropriate personnel.
  • Participated in training sessions designed to improve overall job performance.
  • Consistently met daily performance goals set by management team members.
  • Performed administrative tasks such as filing documents and updating records.
  • Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
  • Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
  • Identified opportunities for cross-selling additional products or services.
  • Participated in regular team meetings to discuss performance, strategies, and goals.

CSR/ Platinum Athlete

Concentrix
Tempe, AZ
07.2014 - 08.2015
  • Assisted customers with product selection based on their needs and preferences.
  • Worked with UPS and Fed EX to establish tracers on supposed lost or stolen products
  • Was encouraged to upsell with purchased product add-ons
  • Documented all conversations with customers in CRM software according to company standards.
  • Gathered feedback from customers regarding products and services.
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Followed up with customers to ensure their satisfaction.
  • Updated job knowledge by participating in educational opportunities.
  • Maintained records of customer interactions, transactions, comments and complaints.

Ad specialist/logistics team member

Target
Mesa, AZ
10.2011 - 05.2014
  • In charge of the weekly ad set up as well as working on the logistics team to make sure end caps and clearance were set and stocked in the store and unloaded the trailers three times a week

Inbound /CSR/Personal Cruise Consultant

Norwegian Cruise Lines
Mesa, AZ
02.2007 - 04.2009
  • Took inbound calls and assisted customers with finding the cruise of their dreams and that accommodated their needs.
  • Up-saled and helped customers with booking multiple rooms and back-to-back cruises
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Maintained up-to-date knowledge of company products and services.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

  • Active Personal Lines P and C Licenses in multiple states
  • Efficient in Microsoft Word, Excel, and Outlook
  • CTEC License
  • Empathetic and an active listener
  • Highly reliable, proven ability to get the job done.
  • Friendly, courteous, and articulate.
  • Very organized
  • Remain calm and work well under demanding conditions.
  • Excellent customer service
  • Superior record of surpassing expectations
  • Multi-tasker
  • High School Diploma

Skills

  • Active Personal Lines P and C Licenses in multiple states
  • Efficient in Microsoft Word, Excel, and Outlook
  • CTEC License
  • High school diploma
  • Adaptability and Flexibility
  • Insurance Eligibility
  • Time management abilities
  • Empathetic and an active listener
  • Highly reliable, proven ability to get the job done
  • Friendly, courteous, and articulate
  • Very organized
  • Remains calm and works well under demanding conditions
  • Excellent customer service
  • Superior record of surpassing expectations
  • Multi-tasker
  • Problem-solving abilities

Timeline

Licensed Personal Property and Casualty Agent - Foundever/USAA
01.2024 - Current
Document Specialist - Optima Tax Relief
02.2019 - 03.2020
Administrative Assistant - Schendel Pest Services
10.2017 - 11.2018
Insurance Service Center Rep - QBE
10.2015 - 09.2017
CSR/ Platinum Athlete - Concentrix
07.2014 - 08.2015
Ad specialist/logistics team member - Target
10.2011 - 05.2014
Inbound /CSR/Personal Cruise Consultant - Norwegian Cruise Lines
02.2007 - 04.2009
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Tonya Kay Love