Kela Duncan
Lawton,OK
Summary
Detail-oriented professional skilled in claims processing, documentation accuracy, and issue resolution. Committed to maintaining compliance and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Licensed Customer Care Representative
Farmers Insurance Group
Lawton, OK
01.2025 - Current
- Review policies and assist with claims-related inquiries, billing, and coverage explanations.
- Process account updates and payments with strong attention to detail and compliance.
- Research discrepancies and resolve issues using multiple systems.
- Collaborate with underwriting and claims teams to ensure accuracy.
- Maintain detailed documentation for auditing and compliance.
Customer Service Representative
Entech Corporation
Enterprise, AL
04.2024 - 08.2024
- Reviewed applications and supporting documents for accuracy and completeness.
- Ensured compliance with federal and institutional guidelines.
- Identified discrepancies and corrected errors prior to submission.
- Maintained organized digital records and data entry accuracy.
Customer Service Representative
Nationwide Insurance Company
San Antonio, TX
08.2021 - 05.2023
- Assisted with policy servicing, billing, and claims-related inquiries.
- Reviewed account history and documentation to resolve complex issues.
- Documented all interactions for compliance and audit purposes.
- Escalated claim concerns appropriately while maintaining customer satisfaction.
Customer Service Representative (Medicare)
Centene Corporation
San Antonio, TX
08.2020 - 08.2021
- Supported members with claims, benefits, and coverage inquiries.
- Reviewed claim status and explained determinations clearly.
- Utilized EMR systems while maintaining HIPAA compliance.
- Improved first-call resolution through efficient issue handling.
Client Service Representative
Bank of America
San Antonio, TX
08.2019 - 06.2020
- Investigated account discrepancies and resolved customer issues.
- Maintained accurate documentation and regulatory compliance.
Education
High School Diploma -
G.W. CARVER HIGH SCHOOL
Columbus, GA05-2016
Skills
Claims Processing
Policy Review
Documentation Accuracy
EMR/EHR Systems
CRM Systems
HIPAA Compliance
Data Entry
Issue Resolution
Audit Support
Multi-System Navigation
Payment Processing
Time Management
Certification
- Personal and Casualty License - Active
Timeline
Licensed Customer Care Representative
Farmers Insurance Group
01.2025 - Current
Customer Service Representative
Entech Corporation
04.2024 - 08.2024
Customer Service Representative
Nationwide Insurance Company
08.2021 - 05.2023
Customer Service Representative (Medicare)
Centene Corporation
08.2020 - 08.2021
Client Service Representative
Bank of America
08.2019 - 06.2020
High School Diploma -
G.W. CARVER HIGH SCHOOL