Ashton Dempsey

• Serve as primary point of contact for independent insurance agents supporting Centene/Wellcare Medicare Advantage and Prescription Drug Plans (PDP).

• Facilitate broker onboarding and certification, including AHIP validation, state licensing verification, and appointment status review.

• Provide technical support for the Centene Single Sign-On Portal and Ascend Enrollment Platform, assisting with plan lookup, application processing, and system troubleshooting.

• Resolve commission inquiries, Broker of Record (BOR) investigations, and compensation discrepancies while ensuring compliance with CMS and Medicare regulations.

• Conduct Medicare and Medicaid eligibility verification and benefits review.

• Manage marketing material fulfillment and broker resource coordination.

• Handled 1,154 broker support calls in February 2026, consistently meeting productivity benchmarks.

• Maintained 98% Customer Satisfaction (CSAT) and 95%+ Quality Assurance (QA)scores while meeting service-level expectations.

• Accurately document case activity and maintain compliance across multiple systems.

• Communicated regularly with stakeholders to resolve contract issues, ensuring clarity and service excellence across departments.
• Managed detailed contract documentation and deadlines with 100% accuracy, fostering trust and compliance in high-pressure environments.
• Responded to internal and external inquiries with professionalism, supporting policyholders and internal clients through procedural guidance.
• Collaborated cross-functionally to support mission-critical operations; known for reliability and client-first mindset.
• Ensured timely responses and maintained administrative records across multiple programs valued over $200M.
• Prepared detailed reports summarizing contract findings and recommendations.
• Guided suitable resolutions on issues related to critical contracts in support of program managers.
• Provided guidance on contractual matters to internal stakeholders.
• Identified areas of risk in proposed contracts and recommended changes or alternatives that reduced exposure while meeting customer needs.

• Delivered personalized customer experiences in a high-end retail environment.
• Managed inventory records and transactions accurately.
• Trained new employees in product knowledge and sales protocol.
• Maintained client loyalty through attentive, solution-focused support.
• Handled customer inquiries and resolved issues promptly and professionally.
• Provided accurate information about products, prices and services.
• Built and maintained relationships with peers and upper management to drive team success.
• Developed promotional strategies to increase sales volume.
• Tracked sales performance metrics to identify trends in market place.
• Analyzed sales data to identify trends and adjust sales strategies accordingly.

• Delivered exceptional customer service by guiding policyholders through billing and claims-related questions.
• Monitored and evaluated customer interactions to ensure service met company standards.
• Trained and coached new billing personnel and monitored quality assurance.
• Handled sensitive information with discretion and maintained precise administrative records.
• Communicated complex information clearly to customers, dealerships, and lienholders, resolving concerns efficiently.
• Resolved customer complaints through effective communication and problem-solving skills.
• Educated clients on coverage options and benefits for informed decision-making.
• Collaborated with team members to improve service delivery and customer satisfaction.
• Trained new staff on best practices for customer engagement and support tools.
• Maintained high satisfaction score by consistently resolving first-call issues.
• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
• Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
• Developed strategies for improving customer satisfaction ratings through surveys and feedback forms.
• Maximized revenue by proactively building and managing key customer relationships.
• Exceeded company productivity standards on consistent basis.
• Resolved billing and service issues for customers.
• Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
• Recommended potential products or services after analyzing customer needs.
• Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.