Detail-driven Enrollment & Operations Specialist with 5+ years of experience supporting high-volume customer accounts, processing documentation, and navigating CRM systems with accuracy. Strong background in Salesforce, data verification, issue resolution, and compliance-based workflows. Recognized for reliability, problem solving, and delivering consistent, high-quality results in fast-paced environments. Seeking a role where I can contribute strong organizational, technical, and service skills while continuing to grow within a collaborative team.
Hi, I’m
Stephone' E. Felton
Customer Care | Enrollment Support | Billing, Resolution & Retention Expert
Dayton,OH
Summary
Overview
11
years of professional experience
1
Certification
Work History
Humana
Enrollment Specialist
08.2025 - Current
Job overview
- As an Enrollment Specialist, I manage 80–120+ Medicare/Medicaid enrollment cases weekly by reviewing applications, updating eligibility and demographic data, resolving discrepancies, and routing cases for approval while ensuring documentation meets federal and internal audit standards. I collaborate with internal teams through secure messaging to clarify missing information, consistently meet productivity targets, and use multiple systems simultaneously to track cases, submit updates, and support accurate, end-to-end enrollment completion in a fast-paced environment.
Progressive Insurance
Insurance Producer
12.2022 - 09.2024
Job overview
- At Progressive, I customized insurance packages based on client needs while handling billing inquiries, credit card updates, and policy changes with accuracy and care. I streamlined onboarding, improved policy approval speed by 30%, and maintained over 100 active client accounts. My approach emphasized clarity, compliance, and relationship-building, contributing to long-term retention and consistently positive interactions in a high-call-volume environment.
Spectrum (Charter Communications)
Customer Service Representative
01.2022 - 12.2022
Job overview
- In this high-volume call center, I managed 50+ inbound customer calls daily related to billing, service issues, and account maintenance. I resolved issues quickly while de-escalating frustrated callers and maintaining professionalism. I used CRM systems to update records, process payments and credits, and flag trends that led to service improvements. My work balanced speed, empathy, and attention to detail to ensure every call ended with a clear resolution.
Teleperformance
Resolution Specialist
05.2015 - 04.2020
Job overview
- As a Resolution Specialist, I led sensitive conversations around account disputes, collections, and settlement negotiations. I managed 40–60 escalated calls per day with empathy, helping customers understand options while protecting company policy and data integrity. I implemented retention strategies, tracked KPIs, and supported outage-response processes by directing calls across departments. I delivered consistent resolutions under pressure and ensured even highly dissatisfied customers felt heard and supported.
Education
Walter E StebbinsRiverside, OH
High School Diploma
University Overview
Skills
Sales Force
Certification
Data Analytics Training - 2026
Timeline
Enrollment Specialist
Humana
08.2025 - Current
Insurance Producer
Progressive Insurance
12.2022 - 09.2024
Customer Service Representative
Spectrum (Charter Communications)
01.2022 - 12.2022
Resolution Specialist
Teleperformance
05.2015 - 04.2020
Walter E Stebbins
High School Diploma