Tonya Moreno

Customer advocacy and experience professional with 15+ years of expertise resolving complex issues, investigating escalated complaints, and turning difficult customer experiences into fair, effective resolutions. Proven ability to de-escalate high-stress situations, identify root causes and complaint trends, and partner across Legal, Regulatory, Billing, Sales, and Operations. Known for empathetic communication, sound judgment, and transforming Voice of the Customer insights into process improvements that strengthen trust and reduce future complaints.

Insurance CSR/Application Specialist at TTEC (2025-11 – 2025-12)

• Guided customers through insurance applications, eligibility questions, coverage information, and required documentation with patience and clarity.
• Provided empathetic support to customers experiencing confusion or frustration while maintaining accurate records and adhering to quality, privacy, and compliance requirements.
• Committed to delivering compassionate, customer-centered service while navigating complex processes within regulated environments.

Compliance Specialist at Just Energy (2022-09 – 2025-05)

• Served as a customer advocate for complex escalations involving PUC, BBB, Consumer Affairs, executive, and internal complaints, investigating customer concerns and driving fair, timely resolutions.
• Managed 50+ active complaint cases while prioritizing regulatory deadlines, customer impact, case complexity, and reputational risk.
• De-escalated high-stress customer situations by listening to concerns, reviewing account history and supporting documentation, clearly explaining findings, and identifying appropriate paths to resolution.
• Partnered cross-functionally with Legal, Regulatory, Billing, Sales, Operations, and other internal teams to investigate complex issues and remove barriers to customer resolution.
• Conducted root-cause analysis of recurring customer complaints, identified emerging trends and systemic issues, and recommended corrective actions to improve the customer experience.
• Negotiated resolutions that balanced customer needs, fairness, company policy, and regulatory requirements while protecting customer relationships.

Manager of Data & Compliance at Empire Utility Concierge (2020-10 – 2022-01)

• Advocated for residential and business customers by assessing individual needs, researching available energy options, and guiding customers toward informed decisions based on usage, budget, and service requirements.
• Resolved complex customer issues involving enrollments, account discrepancies, service concerns, pricing, and contract terms by coordinating with customers, retail energy providers, utilities, and internal stakeholders.
• Designed and improved workflows that streamlined customer service processes, strengthened documentation accuracy, and reduced opportunities for customer friction.

Business Analyst II at NRG Energy (2019-06 – 2020-09)

• Analyzed customer complaint data, service trends, and operational performance to identify recurring pain points, emerging issues, and opportunities to improve the customer experience.
• Developed dashboards and reporting that transformed customer and complaint data into actionable insights for business leaders and cross-functional stakeholders.
• Supported Voice of the Customer efforts by identifying patterns in customer feedback and translating findings into recommendations for process and communication improvements.
• Partnered with Customer Service, Sales, Operations, Regulatory, Legal, and technology teams to investigate customer-impacting issues and support sustainable resolutions.
• Participated in cross-functional and Agile/Scrum initiatives focused on improving systems, workflows, reporting, and the overall customer experience.

Natl. Retail Vendor Manager at JUST Energy (2017-06 – 2019-03)

• Managed customer experience, operational performance, and compliance across a nationwide retail sales channel encompassing 500+ retail locations, 12 vendors, and 38 retail partners.
• Served as the primary liaison among sales vendors, retail partners, internal stakeholders, and leadership to resolve escalated customer and operational issues.
• Analyzed customer complaint trends, cancellations, chargebacks, conversion rates, and other performance indicators to identify root causes and opportunities for improvement.
• Investigated complex customer complaints and vendor conduct concerns by reviewing account records, enrollment documentation, sales practices, and supporting evidence.
• Developed corrective actions and process improvements to address recurring customer pain points and prevent future issues.

Supv. Performance Management/Inbound Sales Lead at NRG Energy (2006-03 – 2017-06)

Progressed through positions of increasing responsibility spanning customer service, inbound sales leadership, quality assurance, performance management, compliance, and customer experience.

• Led and coached a team of 15 customer-facing professionals, guiding complex customer interactions, de-escalation, service quality, regulatory requirements, and performance expectations.
• Resolved escalated customer issues requiring supervisory intervention, using active listening, investigation, sound judgment, and cross-functional coordination to achieve appropriate outcomes.
• Developed and managed quality assurance programs that evaluated customer interactions, identified recurring service gaps, and improved consistency across customer-facing teams.

Psychology – University of Phoenix

Psychology – Houston Community College