Toya Marie Gordon
Carmel,USA
Summary
With a robust background at Blue Cross Blue Shield, I excel in client representation and analytical reasoning, enhancing customer satisfaction and streamlining operations. Skilled in database management and crisis support, I have significantly improved service quality, achieving a 20% increase in client retention through strategic policy analysis and ethical practice.
Seasoned Senior Advocate with a proven track record in providing legal support, guidance, and advice. Possess strong skills in negotiation, client counseling, and case management. Demonstrated success in advocating for clients' rights in various settings. Instrumental in implementing strategies that enhance client satisfaction and trust.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Advocate
Student Connections
Indianapolis, USA
03.2017 - Current
- Answering multi-phone line system, data entry, assisting students with federal student loan applications and information, counseling borrowers and providing customer data, discussing repayment options, transferring calls to designated servicers for payment processing, educating borrowers on federal student loan repayment resolutions
Customer Service Quality Analyst II
Interactions Corporation
Indianapolis, USA
07.2015 - 02.2017
- Answering virtual multi-phone line system, data entry, processing payments, transferring calls to designated departments, electronic filing data, providing customer account information
Customer Advocate III
Blue Cross Blue Shield
Springfield, USA
03.2012 - 07.2015
- Answering multi-phone line system, data entry, processing payment, providing healthcare benefit eligibility, coverage and claims status, analyzing claims, escalating claim inquiries, opening and sorting mail, resolving customer complaints, duties as assigned
Quality Assurance Analyst I
Central Management System
Springfield, USA
03.2010 - 03.2012
- Data Input state clients supplies order request, inventory, analyzing data, monitoring and reviewing the quality of processed orders, resolving client issues, processing payments, opening and sorting mail, light filing, duties as assigned
Education
Diploma in Cyber Security Operations - Cyber Security Operations
Alison Professional Development Institute
United Kingdom02-2025
Chief Executive Management Legal Advisor - Legal Studies And Executive Business Managment
Alison Professional Development Institute
United Kingdom02-2025
Diploma Applied Operations Management - Applied Operations Management
Alison Professional Development Institute
United Kingdom02-2025
Certificate of Decision Support Systems For Operations Management - Decision Support Systems for Operations Management
Alison Professional Development Institute
United Kingdom02-2025
Certificate in Cloud Financial Management (FinOps) - Cloud Financial Management (FinOps)
Alison Professional Development Institute
United Kingdom02-2025
HS Diploma - General Studies
Springfield High School
Springfield, IL, USA06-1997
Skills
- Computer operations
- Risk mitigation
- Policy development
- Analytical reasoning
- Client representation
- Database management systems
- Production skills
- Management skills
- Legal research
- Influencing skills
- Policy analysis
- Ethical practice
- Contract review
- Training delivery
- Crisis support
- Persuasion techniques
References
- Wade Pulliam, 6405 Castleway Ct, Ste 100, Indianapolis, IN, 46250, (800) 766-0084, Supervisor
- Vernelis Martin, 2901 Dixie Dr, Apt B, Portage, IN, 46368, (262) 336-4473, Pastoral
- Lisa H Faulkner, 876 State St, Ste 1, Wood River, IL, 62024, (618) 433-1076, Pastoral
Certification
- Diploma in Applied Operations Management and Cyber Security Operations
- Certificates in Decision Support Systems for Operations Management and Cloud Financial Management(FinOps) continuing Professional Development courses to enhance my ability for company asset.
References
References available upon request.
Timeline
Senior Advocate
Student Connections
03.2017 - Current
Customer Service Quality Analyst II
Interactions Corporation
07.2015 - 02.2017
Customer Advocate III
Blue Cross Blue Shield
03.2012 - 07.2015
Quality Assurance Analyst I
Central Management System
03.2010 - 03.2012
Diploma in Cyber Security Operations - Cyber Security Operations
Alison Professional Development Institute
Chief Executive Management Legal Advisor - Legal Studies And Executive Business Managment
Alison Professional Development Institute
Diploma Applied Operations Management - Applied Operations Management
Alison Professional Development Institute
Certificate of Decision Support Systems For Operations Management - Decision Support Systems for Operations Management
Alison Professional Development Institute
Certificate in Cloud Financial Management (FinOps) - Cloud Financial Management (FinOps)
Alison Professional Development Institute
HS Diploma - General Studies
Springfield High School
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