Stephone' Felton

Processed Medicare and Medicaid enrollment applications during high-volume AEP operations,
ensuring timely and accurate enrollment for members

Verified eligibility information and updated member records across multiple systems, maintaining
compliance and data integrity

Resolved account discrepancies and supported enrollment, billing, and workflow coordination
processes

Assisted with account updates, records management, and case processing in a fast-paced
healthcare environment

Maintained accuracy and productivity while handling high-volume enrollment requests during
peak AEP season

Managed 50+ customer calls per day while maintaining professionalism and service quality
standards in a high-volume environment

Managed high-volume workflows while maintaining accuracy, professionalism, and attention to
detail

Handled escalated calls, de-escalated customer concerns, and ensured timely resolution of issues to
enhance customer satisfaction

Attended continuing education courses and workshops to gain additional insurance industry
knowledge.

Promoted products and services through upselling strategies, contributing to increased customer
engagement

Supported customers across all 50 states with policy servicing, billing support, account updates,
and coverage-related inquiries

Processed policy changes, verified customer information, and maintained accurate documentation
in compliance with company guidelines

Navigated multiple systems to resolve account discrepancies, documentation issues, and customer
concerns efficiently

Assisted with onboarding, verification, and account support processes to ensure compliance and
streamline customer experience

Managed high-volume customer accounts for billing concerns, service interruptions, and account
maintenance to enhance customer experience

Improved customer satisfaction by addressing concerns promptly and providing accurate
information

Maintained detailed records of customer interactions for accurate follow-up and resolution,
contributing to improved service continuity

Processed payments, adjustments, and account updates across multiple internal systems
Handled high-stress situations professionally, ensuring adherence to service quality standards
while resolving customer issues

Managed back-to-back customer interactions while maintaining professionalism and service
quality standards in a high-volume environment

Managed 50+ customer calls per day while maintaining professionalism and service quality
standards in a high-volume environment

De-escalated complex account concerns and corrected billing discrepancies while maintaining
accurate documentation, consistently turning frustrated customers into supported clients and
driving timely resolutions in a fast‑paced, high‑volume setting.

Coordinated with internal departments to resolve issues, enhancing workflow efficiency across
teams

Identified root causes of recurring issues and contributed to process improvements that addressed
underlying problems

Managed multiple priorities while maintaining compliance, accuracy, and professionalism
Prioritized multiple customer cases simultaneously while meeting workflow and resolution
expectations

Managed approximately 50 escalated customer cases daily while meeting workflow and resolution
expectations in a high-volume environment