Tonya Adams
Browns Summit
Summary
Seasoned professional with over 20 years of experience in healthcare, customer and technical support roles, including coaching and supervisory duties. Excelled in delivering personalized customer service, benefits guidance, and technical assistance, ensuring high satisfaction levels. Seeking to leverage expertise in customer advocacy, problem-solving, and member education as a Customer Support Specialist.
Overview
10
10
years of professional experience
Work History
Benefit Advocate Team Lead
UnitedHealthcare
10.2023 - 11.2024
- I oversaw a team of healthcare advocates, ensuring the delivery of high-quality patient care and adherence to organizational policies and healthcare regulations
- Developed and implemented strategic plans to enhance operational efficiency, patient satisfaction, and cost-effectiveness within the healthcare facility
- Served as a point of contact with cross-functional teams to coordinate patient services and improve the continuum of care, resulting in a 15% increase in patient engagement
- Managed the healthcare facility's budget, including forecasting, resource allocation, and cost control, to maintain financial stability and achieve fiscal objectives
- Conducted regular staff evaluations, provided professional development opportunities, and led training initiatives to foster a skilled and knowledgeable healthcare team
- Connected with insurance providers, negotiated contracts, and ensured compliance with healthcare laws and regulations, reducing claim denials by 20%
- Utilized data analytics to monitor performance metrics, identify areas for improvement, and implement quality improvement programs that enhanced patient outcomes
- Addressed patient complaints and concerns with empathy and efficiency, maintaining a high level of patient trust and satisfaction
- Stayed abreast of the latest healthcare trends, technologies, and best practices to propose and integrate innovative solutions that advanced the facility's service offerings
Benefit Advocate
UnitedHealthcare
02.2021 - 10.2023
- Served as a trusted advisor to UnitedHealthcare members, providing in-depth analysis and personalized guidance on benefits packages to empower informed decision-making
- Fostered collaborative relationships between healthcare providers, members, and internal stakeholders to resolve complex issues related to claims, benefits, and eligibility, ensuring seamless and satisfactory experiences
- Conducted meticulous research and analysis to identify and resolve discrepancies in benefit applications and claims processing, driving accuracy and efficiency in service delivery
- Delivered tailored support and education to members, navigating the intricacies of their healthcare plans and services to promote optimal utilization and satisfaction
- Maintained expertise in healthcare regulations, insurance policies, and product offerings, ensuring the provision of accurate and up-to-date information to members
- Worked closely with cross-functional teams to design and implement member-centric initiatives, enhancing the overall experience and driving service excellence
- Leveraged internal systems to document member interactions, feedback, and resolutions, informing continuous service improvements and quality enhancements
- Contributed to the development of strategic initiatives focused on maximizing member retention, satisfaction, and loyalty, driving business growth and reputation excellence
Technical Community Solutions Representative
Spectrum
06.2019 - 12.2020
- Assessed and resolved complex technical issues for customers, ensuring high satisfaction levels and adherence to service level agreements
- Facilitated with cross-functional teams to identify and implement process improvements, contributing to enhanced service delivery and operational efficiency
- Provided expert guidance and support to customers on Spectrum's products and services, fostering a positive brand image and customer loyalty
- Utilized a wide range of diagnostic tools and software to troubleshoot connectivity and hardware problems, effectively minimizing downtime for customers
- Documented customer interactions, resolutions, and follow-up actions in the company's CRM system, maintaining accurate and up-to-date records
- Conducted remote sessions to directly address and fix user issues, demonstrating advanced problem-solving skills and technical proficiency
- Joined in ongoing training and development programs to stay current with the latest technologies and best practices in customer support
- Acted as a liaison between the technical support team and other departments to ensure a cohesive response to customer inquiries and concerns
Customer Representative
Verizon Wireless
11.2018 - 04.2019
- Served as a primary point of contact for Verizon customers, resolving inquiries and concerns efficiently, and ensuring high levels of customer satisfaction
- Thrived in a fast-paced, dynamic environment, managing a high volume of customer calls while consistently meeting performance benchmarks for speed, accuracy, and volume
- Provided personalized support and education to customers, offering detailed information on Verizon's products, services, and promotions to enhance their knowledge and engagement
- Built strong relationships with customers, leveraging excellent interpersonal skills to foster a positive company image, drive customer loyalty, and promote Verizon's brand values
- Worked closely with internal teams to share knowledge, best practices, and customer insights, driving process improvements and enhancing the overall customer experience
- Accurately processed customer transactions, maintained detailed records of interactions, and ensured seamless order fulfillment and account management
- Embraced new technologies, systems, and tools, staying current with Verizon's evolving product and service offerings to deliver exceptional customer support
- Demonstrated a strong commitment to confidentiality, handling sensitive customer information in compliance with policies, procedures, and regulatory requirements
Customer Support Rep
Duke Energy
02.2018 - 11.2018
- Delivered personalized support to customers, providing detailed information on products and services to meet their unique needs and promote customer satisfaction
- Accurately calculated and communicated charges, processed customer orders, and ensured seamless execution of billing and payment transactions, maintaining a high level of accuracy and attention to detail
- Collaborated with internal teams, including attending regular team meetings and participating in open discussions, to share knowledge, best practices, and customer feedback, driving continuous improvement and ensuring alignment with company goals
- Contributed to a positive and productive team environment by providing support and guidance to colleagues, sharing expertise, and fostering a culture of open communication and teamwork
- Actively participated in training sessions, workshops, and coaching opportunities to enhance customer service skills, stay up-to-date on industry trends and company policies, and drive personal and professional growth
- Utilized customer relationship management (CRM) tools and software to manage customer interactions, track issues, and analyze customer data, ensuring seamless follow-up and personalized support
Chat Agent
Verizon Wireless
01.2015 - 02.2018
- Provided exceptional customer service by responding to customer inquiries via chat, ensuring a positive and efficient resolution to issues
- Utilized strong product knowledge and communication skills to assist customers with account management, billing inquiries, and technical support
- Maintained high levels of customer satisfaction by delivering accurate and timely responses, leading to improved customer retention rates
- Collaborated with team members to share best practices and improve chat support protocols, enhancing overall team performance
- Adhered to company policies and procedures while handling sensitive customer information, ensuring compliance with data protection regulations
- Managed multiple chat conversations simultaneously with a focus on quality and responsiveness, demonstrating strong multitasking abilities
- Participated in ongoing training and development sessions to stay updated on the latest products, services, and customer service techniques
Education
Associate's Degree - Medical Office Admin And Billing And Coding
Piedmont Community College
Yanceyville, NC08.2008
High School Diploma - undefined
George Washington High School
Danville, VA05.2000
Skills
- Customer Service
- Communication Skills
- Team Collaboration
- Benefits Guidance
- Problem-Solving
- Attention to Detail
- Claims Assistance
- Time Management
- Healthcare and Healthcare Insurance Knowledge
- Member Advocacy
- Claims processing
- Technical Support
- Active Listening
- Conflict Resolution
- Patience
- Empathy
- Customer Relationship Management (CRM)
- Product Knowledge
- Technical Proficiency
- Effective Communication
- Benefits administration
- Open enrollment
- Verbal and written communication
- Documentation and reporting
- Benefits explanation
- Proficient in Microsoft Word, Excel, Powerpoint, Outlook and WebEx
- Relationship building
- Benefits interpretation
Timeline
Benefit Advocate Team Lead
UnitedHealthcare
10.2023 - 11.2024
Benefit Advocate
UnitedHealthcare
02.2021 - 10.2023
Technical Community Solutions Representative
Spectrum
06.2019 - 12.2020
Customer Representative
Verizon Wireless
11.2018 - 04.2019
Customer Support Rep
Duke Energy
02.2018 - 11.2018
Chat Agent
Verizon Wireless
01.2015 - 02.2018
High School Diploma - undefined
George Washington High School
Associate's Degree - Medical Office Admin And Billing And Coding
Piedmont Community College
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