Rhonda Stephens
Team Leadership & Resource Specialist
Belleville
Summary
Detail-oriented and thoughtful professional with strong pattern-recognition skills and a natural ability to spot inconsistencies, interpret information, and follow structured guidelines. Brings a well-rounded background across operations, remote support, and documentation, with a track record of keeping workflows organized and delivering accurate, consistent results. Known for clear communication, reliability, and staying focused during quiet, independent work. Ready to bring these strengths into data labeling, AI evaluation, or remote accuracy-based roles.
Overview
17
17
years of professional experience
5
5
Certificates
Work History
Resource & Quality Assurance Specialist-Remote
NexRep
12.2024 - 05.2025
- Company Overview: Contractor for NY CDPAP via PPL
- Supported a personal team of 45 agents in a high-volume remote call center with over 900 agents.
- Managed real-time support for 200–300 chat agents concurrently, delivering live assistance via chat and email to troubleshoot system, policy, and payroll issues with speed and accuracy.
- Led coaching sessions, conducted call audits, and identified performance gaps.
- Helped maintain service levels during peak periods through technical support and onboarding guidance.
- Contractor for NY CDPAP via PPL until contract ended
Agent Services Representative
NexRep
02.2020 - 12.2024
- Company Overview: CCM Campaign - Teladoc
- Handled 20-30 inbound calls daily related to account services and health program inquiries.
- Supported member retention and issue resolution with empathy and accuracy.
- Accurately documented calls and maintained account data across multiple CRM systems.
- CCM Campaign - Teladoc
Independent Insurance Broker
Self-Employed
08.2019 - 12.2024
- Company Overview: Remote
- Sold life, health, and supplemental insurance across multiple states.
- Qualified leads, handled up to 60 calls per week, and tailored policy packages.
- Provided end-to-end service from quoting to enrollment and post-sale follow-up.
- Remote
Captive Writing Agent
US Health Advisors
02.2017 - 08.2019
- Generated leads through direct outreach and networking.
- Conducted financial needs assessments and coordinated with underwriting teams.
- Managed over 100 daily contacts during peak seasons.
General Manager / Head Bartender
Library Sports Pub
04.2008 - 09.2016
- Led daily operations, managed staff, payroll, inventory, and event planning.
- Increased sales by 28% through live events and customer service initiatives.
- Trained staff on hospitality standards and reconciled large deposits.
Education
Associate of Science - Medical Insurance Coding
Penn Foster College
Scranton, PA 05.2001 -
Associate of Business Administration -
Henry Ford College
Dearborn, MI 01.2014 - 1 2018
Skills
Customer Support (Phone, Email, Chat) & Conflict Resolution
Agent Performance Coaching & Quality Audits
CRM Tools (Salesforce, SharePoint, QuoteIt Pro, TopBroker, NatGen)
Call Center Operations & Process Improvement
Timekeeping, Payroll & Compliance Guidance
Contract Negotiation & Administrative Support
Technical Troubleshooting
Microsoft Office Suite & Excel
Attention to Detail & Documentation
Real-time support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I believe you have to be willing to be misunderstood if you're going to innovate.
Jeff Bezos
Certification
Health Insurance Exchange, ACA Basics (2018-2023)
Timeline
Resource & Quality Assurance Specialist-Remote
NexRep
12.2024 - 05.2025
Agent Services Representative
NexRep
02.2020 - 12.2024
Independent Insurance Broker
Self-Employed
08.2019 - 12.2024
Captive Writing Agent
US Health Advisors
02.2017 - 08.2019
Associate of Business Administration -
Henry Ford College
01.2014 - 1 2018
General Manager / Head Bartender
Library Sports Pub
04.2008 - 09.2016
Associate of Science - Medical Insurance Coding
Penn Foster College
05.2001 -