Licensed Customer Support Specialist - Commercial (P&C) - Remote

Summary

Customer Service professional with ** years of experience, including 6 years remote and 10 years in insurance (commercial and personal lines, property & casualty). Skilled in navigating multiple systems and tools, producing accurate documentation, and supporting customers by phone, email, and chat. Detail oriented, reliable, and strong in problem solving and data review. Authorized to work in the US for any employer

Work experience

Client Care Specialist

FirstMark Insurance Group, Inc. • Edmonds, WA

July 2019 to April 2026

• Oversaw end to end servicing for a multi carrier book of business, ensuring accuracy in premium billing, policy changes, renewals, and compliance documentation.

• Acted as a primary operational resource for COIs, Acord forms, cancellations, audits, claims filing, follow ups, and commercial inbox management.

• Drove process improvements by streamlining manual workflows, adopting digital tools, and enhancing data accuracy across client records.

• Provided consultative support to clients, translating complex insurance requirements into clear guidance and proactive recommendations.

• Managed renewal reviews and market shopping, producing polished proposals, invoices, and policy summaries to support retention and growth.

• Demonstrated strong technical adaptability by quickly mastering new carrier systems and management platforms.

• Maintained organized, client files and ensured timely coordination of inspections, audits, and policy deliveries. Shift Supervisor

Rite Aid Corporation • Shoreline, WA

March 2018 to June 2019

• Provide superior customer service by assisting customers with their shopping needs and handling all customer transactions in a timely and courteous manner.

• Attend to merchandising of plan-o-grams within seasonal departments, end caps, displays, and basic inline departments as directed by the Store Manager.

• Accountable for store cash and other financial assets, reconciling cash register drawers, preparing deposits, ordering changes from the bank, and overseeing the closing of the store.

• Manage tasks and supervise store associates.

• Oversee that store inventory is regularly inspected in accordance with the Product Freshness Review Schedule

• Completion of all required online training.

• Accuracy and attention to detail

• Preserve confidentiality of the information and follow policy and procedures. Customer Service Rep

Whirlwind Clean and Green • Woodinville, WA

March 2016 to April 2018

Whirlwind Clean & Green – Woodinville, WA March 2016 to April 2018 Tonya Walls

+1-425-***-**** / ************@*****.*** / Bremerton, WA 98311 Client Services Representative

Responsible for the efficient delivery of excellent customer service, and the timely resolution of customer’s needs. Fast paced work environment, quick study with the ability to take initiative Process daily customer inquire, requests, complaints Prepare/manage and send out contracts and estimates Answering all customer calls, assessing their situation, and routing to the correct excellent communication skills Ability to multitask

Maintain database records of issues handled and monitors priority Excel spreadsheet entries, origination/presentation Scheduling crews to appropriate locations according to customer requests Assist the Client Services Manager in all areas of client services procedures Advise crews about traffic problems such as construction areas, accidents, congestion, weather conditions, and other hazards

Conduct monthly work order audits

Conduct schedule audit of all properties

Receive or prepare work orders

Relay work orders, messages, and any other pertinent information regarding the service to our crews

Property/Casualty Quality Analyst I

Marsh USA • Austin, TX

April 2011 to February 2015

Maintain excellent relationships with other teams and departments by being proactive, engaged, and transparent.

• Proper input of data into Post-Issuance and Pre-Issuance review databases.

• Analyze data in order to detect error trends and provide coaching opportunities to ensure that we are delivering the best product possible to our clients.

• Recommend process improvement strategies to supervisors to help improve team quality and streamline, align and improve our current processes.

• Review master certificates to ensure policy information is current and verify through Client Service Instructions.

• Ensure that information in the Client Service Instructions and Wincert is adhering to the current compliance regulations by tracking errors and relaying them to management with suggestions on how to align and improve.

• Provide accurate monthly team reporting and data archiving.

• Maintain live queue duties and case prioritization.

• Support and assist new-hire training with the goals of improving overall performance and reducing attrition. Consistently maintain elite quality scores.

Worked closely with Client base, Healthcare accounts, variety. Communication skills:

• Facilitate monthly working meetings and mentoring sessions.

• Active listening

• Ability to ask good questions and provide positive feedback. Problem solving and critical thinking skills:

• Proven ability to manage multiple projects while meeting challenging deadlines.

• Make critical decisions in time – sensitive environment

• Work in a team environment to solve technical challenges for both internal and external clients Documentation and data analysis skills:

• Furnish well-defined protocols for process improvement

• Report monthly, quarterly, annual Quality and Productivity evaluations and trend analysis Key Soft Skills:

• Proactive and assertive

• Strong Client relationship management

• Strong leadership and team moral building

Successfully processed a high volume of Certificates of insurance for complex fortune 500 accounts, maintaining knowledge of all requests types and specializing in contract review, quality and escalated accounts. Provided excellent client service when interacting directly with clients and certificate holders in resolving complex certificate production related issues and questions ensuring ongoing customer loyalty Excelled in my role by maintaining exceptional quality and showing a willingness to grow. Property/Casualty Certificate Specialist II/ Operations Marsh USA • Austin, TX

January 2006 to April 2011

• Certificate Specialist, data entry, received and processed phone requests, and email requests from client's

• Processed certificate of insurance requests, including those for high volume specialty clients.

• Processed certificate renewals for clients.

• Managed team's workflow by routing and monitoring queues.

• Mentored new-hires.

• Provided excellent customer service to internal and external customers.

• Attained recognition as a reliable resource regarding certificate issuance.

• Worked closely with Client Teams to streamline certificate request process. Built and maintained relationships with Client Teams and Clients to provide timely, accurate and proactive service. Education

International Aviation and Travel Academy • Arlington, TX 1988 to 1989

Vidor High School • Vidor, TX

1984 to 1987

Skills

Links

http://linkedin.com/in/tonya-walls-38a78771

Certifications

Property & Casualty License - WA

September 2020 to December 2027

Organizational skills Customer service Customer support Client inquiry handling English Phone etiquette Attention to detail Microsoft Office Microsoft Excel Data entry Typing

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