CARLTON GENE DAVENPORT
Detroit,MI
Summary
Cheerful, result driven and intuitive professional has more than 22 years of experience delivering high caliber customer service and ensuring client satisfaction. Displays great attention to details and maintains confidentiality of sensitive information. Commended for the ability to collaborate and work with people of diverse background. A versatile candidate with strong interpersonal skills fosters a positive work environment. Excels with minimal supervision, maximizes business opportunities and improves productivity in the workplace.
Overview
12
12
years of professional experience
Work History
Provider Inquiry
Health Alliance Plan
04.2019 - Current
- Utilized company software tools effectively to manage, track, and resolve customer inquiries.
- Supervised junior team members, offering guidance on best practices for optimal productivity levels and task completion efficiency.
- Participated in regular team meetings, contributing ideas for process improvements and sharing knowledge with colleagues.
- Advanced personal skills through ongoing professional development opportunities-staying current with new technologies, software programs, and best practices for inquiry processing.
- Conducted research as necessary to provide thorough responses to unique customer inquiries.
- Participated in the GEMBA presentations designed to communicate how challenging issues within departments of the Claims Division were identified and resolved.
Member Service Representative
Health Alliance Plan
09.2016 - 04.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Dependent Verification
Dialogue Direct
01.2013 - 02.2015
- Received incoming calls of employees for various employers on Dependent Eligibility Verification Program, a program that collects vital documents from employees
- Performed document audits for various employer groups under the Dependent Eligibility Verification Program; reviewed documents regarding validity
- Provided information to members and mental health providers over various behavioral health benefits; assisted referrals and completed HIPPA complaint data entry; managed possible crisis situations and aiding in the streamlining of processes for efficiency
- Oversaw quotes for benefits and policies for both inpatient and outpatient care; handled consumer queries regarding eligibility, claims and certification of policies
Education
Some College (No Degree) - Information And Communication Technology
Oakland University
Rochester, MISkills
- Knowledgeable in HIPPA Standards
- Communication & Organizational Skills
- Data Entry & Documentation
- Team Coordination & Problem Resolution
- Outstanding Customer Service Skills
- Presentation & Time Management Skills
CAREER HISTORY
- Dialog-Direct (formerly Budco) Member Service Representative/ Outbound Agent Feb2013 – Present
- Vintek, Data Entry Specialist Jan2013 – Feb2013
- FlagStar Bank, Loan Modification Specialist Oct2012 – Jan2013
- ValueOptions, Member Service Representative Sep1992 – Jan2012
NOTABLE HIGHLIGHTS
- Recipient of several awards from Dialog-Direct for Quality of Service Standards.
- Former President, Prince Hall Place Apartments, Tenant Council
- Volunteer, Gleaners Food Bank
Timeline
Provider Inquiry
Health Alliance Plan
04.2019 - Current
Member Service Representative
Health Alliance Plan
09.2016 - 04.2019
Dependent Verification
Dialogue Direct
01.2013 - 02.2015
Some College (No Degree) - Information And Communication Technology
Oakland University
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