Anthony Steptoe
MARTINSVILLE ,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures while safeguarding confidential information.
Overview
13
13
years of professional experience
Work History
Sr. Eligibility Consultant
Aetna
High Point, NC
05.2020 - Current
- Facilitated collaboration between stakeholders in order to discuss project specifics and timelines.
- Contributed to the creation of new methods for collecting and analyzing data.
- Formulated and deployed personalized approaches to fulfill customer expectations.
- Generated detailed reports showcasing project milestones and achievements to share with clients.
- Offered valuable insights on improved operational processes, streamlined business development efforts, and effective organizational changes.
- Coordinated activities among internal departments while ensuring compliance with all applicable laws and regulations.
- Analyzed and resolved potential risks associated with proposed solutions or projects.
- Provided recommendations based on quantitative data analysis regarding strategic direction.
- Prepared accurate and concise reports, conveying progress, issues and solutions.
- Inspired and motivated associate consultants to take ownership of their tasks and responsibilities through mentoring.
- Implemented a range of techniques to evaluate requirements, system capabilities, and workflows.
- Collaborated effectively with both staff and management.
- Collaborated with HR to enhance employee management and organizational planning.
- Offered support in understanding intricate guidelines, policies, and processes.
- Recorded all relevant information pertaining to eligibility determinations.
- Monitored changes in applicable laws, regulations, policies, and procedures affecting eligibility determination processes.
- Attended collaborative meetings to evaluate current project status and devise enhancement approaches.
- Conducted timely investigations on referred files.
Complaint and Appeal Analyst
Aetna
High Point, NC
02.2019 - 05.2020
- Assessed customer feedback to identify potential areas of improvement in products, services, or processes.
- Compiled detailed reports of all customer complaints and resolutions.
- Developed effective strategies for resolving customer disputes quickly and efficiently.
- Collaborated with other departments to ensure prompt resolution of customer issues.
- Maintained accurate records of all customer interactions and follow-up activities.
- Identified trends in customer complaints and provided recommendations for changes in procedures or policies.
- Monitored compliance with legal regulations related to consumer protection laws.
- Gathered relevant data from internal systems to assess the validity of a complaint.
- Analyzed complex information and developed creative solutions for resolving complaints satisfactorily.
- Drafted written responses to customers regarding their complaints.
- Evaluated existing policies and procedures related to handling customer complaints.
- Communicated regularly with management regarding progress on complaint resolution.
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Account Representative
Mariner Finance
High Point, NC
01.2017 - 02.2019
- Provided excellent customer service to ensure client satisfaction.
- Developed and maintained strong relationships with clients, vendors and colleagues.
- Reviewed contracts, invoices and other documents for accuracy.
- Secured additional business by proactively connecting with potential clients via cold-calling.
- Delivered compelling sales pitches to potential clients.
- Identified opportunities to increase revenue and reduce costs.
- Analyzed market trends to identify areas of opportunity for the company.
- Managed accounts receivable including collections from delinquent accounts.
- Documented all client correspondences in meticulous detail.
- Actively participated in weekly team meetings to discuss progress on projects.
- Assisted in developing strategies for increasing customer loyalty.
- Responded quickly to customer inquiries via phone or email.
- Maintained accurate and complete records on past due accounts and collection actions.
- Developed and maintained solid client relationships by regularly following up on clients.
- Utilized consultative approach to gain trust and confidence of customers.
- Served as primary contact and support for maintaining account information and opening and closing accounts.
- Evaluated customers by conducting interviews to determine their financial information, payment history, and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Adhered to company policies and applicable laws while collecting debts from customers.
Sr. Customer Service Representative
Aetna, a CVS Health
High Point, NC
10.2011 - 12.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Recorded detailed information regarding customer engagements, financial transactions, and feedback to ensure accurate documentation and reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Improved customer service wait times to mitigate complaints.
- Provided accurate, valid, and complete information to customers.
- Built sustainable relationships of trust through open communication with customers.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Education
MBA - Human Resources Management
Strayer University
Washington, DC12-2023
Bachelor of Science - Finance
Liberty University
Lynchburg, VA05-2018
High School Diploma -
Martinsville High School
Martinsville, VA06-2003
Skills
- Documentation And Reporting
- Report Preparation
- Root Cause Analysis
- Process Improvements
- Analytical Thinking
- Deadline Adherence
- Data Research and Validation
- Trend Analysis
- Compliance Analysis
- Excel proficiency
- Policy improvements
- Data Processing
- Project Management
- Task Prioritization
- Multitasking
- Data Analysis
- Time Management
- Proficiency in Microsoft Office
- Problem-solving abilities
- Effective Communication
- Teamwork and Collaboration
- Reliability
- Confidentiality
- Professionalism
- Decision-Making
- Goal Setting
- Attention to Detail
- Data Interpretation
- Policy analysis
- Effective communication skills
Affiliations
Gardening, Graphic Design, Notary
References
References available upon request.
Timeline
Sr. Eligibility Consultant
Aetna
05.2020 - Current
Complaint and Appeal Analyst
Aetna
02.2019 - 05.2020
Account Representative
Mariner Finance
01.2017 - 02.2019
Sr. Customer Service Representative
Aetna, a CVS Health
10.2011 - 12.2016
MBA - Human Resources Management
Strayer University
Bachelor of Science - Finance
Liberty University
High School Diploma -
Martinsville High School