Job Search Status
Open to workDesired start date: Immediately
Open To Work
ULYSSES STOKES
Great Bend,Pennsylvania
Work Preference
Summary
Skilled customer service professional specializing in resolving complex issues and providing tailored solutions. Extensive experience in assisting clients with Medicare qualifications and benefits, maintaining strict compliance standards. Effective communicator dedicated to improving customer satisfaction through proactive engagement and support.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
HealthPlanOne
01.2026 - Current
- Contacted members/providers proactively for education, follow-ups, or enrollment assistance regarding Medicare/insurance plans, demonstrating strong communication and data entry skills
- Enrollment Assistance: Guide callers through the Medicare qualification process and help them find suitable plans
- Education & Support: Explain health plan benefits, eligibility, and coverage to prospective or current members
- Exhibited empathy and ensured compliance (HIPAA) while explaining benefits, scheduling appointments, and resolving concerns in a fast-paced, supportive environment
- Conducted outbound calls for member/provider outreach, focusing on informational campaigns, policy changes, directory audits, and satisfaction surveys
- Issue Resolution: Address/physician inquiries, process requests (referrals, claims), and escalate complex issues
- Data Management: Accurately document call details, member info, and resolutions in CRM systems
- Compliance: Adhere strictly to company, carrier, and CMS (Centers for Medicare & Medicaid) services regulations, including HIPAA
Customer Service Representative
HclTech
09.2025 - 11.2025
- Delivered exceptional customer service through phone, email, and chat, enhancing customer satisfaction
- Analyzed customer inquiries to provide tailored solutions, resolving issues efficiently
- Conduct outbound calls to follow up with customers
- Supported sales inquiries and provided product information, contributing to informed purchase decisions
- Maintain customer records and update databases
- Perform data entry tasks accurately and efficiently
Case Manager
Cencora
08.2024 - 12.2024
- Utilize PAP, CoPay, and Hardship resources to assist patients following FPL/LIS guidelines to pay for Dupixent medications
- Assisted patients with Dupixent products by coordinating financial support and refill processes
- Documented adverse effects reported by patients using Dupixent products to contribute to safety monitoring
- Timely use of CPT, ICD-10, HCPCS codings for Medicare and Medicaid to classify diseases and conditions, and HCPCS codes cover medical supplies, products, and services, all essential for accurate reimbursement and data collection
- Demonstrates strong written (e.g., documents calls accurately and comprehensively) and verbal skills
- Employs active listening skills, demonstrates patience and empathy, and can handle demanding customers tactfully, courteously, and professionally
- Filed technical complaints with Sanofi regarding equipment malfunctions to ensure product reliability
Customer Research Analyst
1 Alpha Consulting
07.2024 - 08.2024
- Researched and processed data for minority, women, and military veterans seeking to start their own business
- Managed timely communication with customers and members to address information requests
- Utilized Microsoft 365 and ChatGPT 4.0 to retrieve and verify data for publication
- Organized files and folders for review, ensuring processed work was documented and ready for printing post-supervisor approval
Member Service Representative
Versanthealth
10.2023 - 01.2024
- Provided exceptional customer service by answering incoming Member and Provider telephone inquiries respectfully and courteously.
- Probed inquiries to identify critical content and efficiently routed callers to appropriate resources.
- Proficient use of proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards. (ex. knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships)
- Coordinated efforts among members, providers, client representatives, and manufacturing facilities to streamline communication and service delivery.
- Identified and processed requirements for specialty services, including student proof, prior approval, and authorization, while providing actionable feedback to management and trainers.
- Achieve and maintain individual Key Performance Indicators (e.g. quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures
Customer Service Representative
Point32health
07.2023 - 09.2023
- Receives and responds to a high volume of incoming telephone calls from members, prospective members, employers, and internal Point32Health staff
- Efficiently and effectively processes member calls
- Employs active listening skills, demonstrates patience and empathy, and can handle difficult customers tactfully, courteously, and professionally
- Accessed appropriate information sources to resolve member concerns proficiently.
- Accurately documents the complete encounter and maintains a professional and supportive attitude throughout the call
- Asked probing questions to educate members and reduce unnecessary repeat calls.
- Meet or exceed department-established key performance indicators
- Adheres to assigned schedules to ensure proper phone queue coverage
- Documented calls accurately and comprehensively, showcasing strong written and verbal skills.
ICS Support Specialist I
Clearesult
09.2022 - 01.2023
- Identify customer needs and provide solutions
- Outbound calls as needed including influencing customers
- Utilized scripts and knowledge across various channels to resolve customer challenges effectively
- Cross-promoted additional products to enhance customer satisfaction and engagement
- Approach each customer interaction with first-call resolution in mind
- Maintained accurate database records by thoroughly documenting customer interactions
- Possess strong organizational skills with meticulous attention to detail
- Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities
- Uphold the CLEAResult culture framework in personal performance and be an active contributor to developing the CLEAResult culture within the company
- Leveraged Microsoft Office applications to enhance productivity
Customer Service Representative
Global Industrial
08.2021 - 11.2021
- Owned entire interaction with customers, ensuring total resolution of their needs
- Investigated and resolved customer inquiries regarding orders and shipments, enhancing customer satisfaction
- Provided order status, checked inventory, scheduled returns, filed shipping claims, notated accounts, troubleshot problems, handled complaints, and assisted with billing inquiries to streamline customer support
- Address inbound questions and concerns arriving via phone and email
- Work with other Global Industrial associates, product managers, and partners to gather information, resolve customer needs, and improve processes
- Update systems and document all interactions with customers, associates, and partners
Intake Agent
CVS Healthcare
12.2020 - 01.2021
- Excellent verbal and written communication and interpersonal skills withthe ability to maintain patient confidentiality
- Familiar with medical terminology and knowledge of medical coding
- Read and interpreted billing documents with strong attention to detail
- Applied problem-solving skills and attention to detail in daily tasks
- Customer service focus. Basic experience in MS Word and MS Excel
- Proficient computer skills and the ability to navigate in a Windows-based environment
- Followed directions and adapted to dynamic work environment while maintaining flexibility
- Worked in a high-pressure, time-sensitive environment
- Project a professional business image, through phone interaction as well as internal communications
Collections Agent
Citi
05.2020 - 09.2020
- Anticipated customer needs and resolved issues swiftly to maintain satisfaction and loyalty.
- Resolved customer inquiries promptly to enhance service experience and strengthen rapport.
- Interacted with clients in a friendly, professional manner, actively listening to concerns to provide tailored support.
- Offer support and solutions to customers through the company's customer service policies
- Identify and solve practical problems and deal with various concrete variables in standardized situations. Ability to perform basic mathematical calculations may be required
- Read, analyze, and interpret general business correspondence, technical procedures, and governmental regulations
- Interpret a variety of work instructions provided through a variety of mediums
- Demonstrates intellectual curiosity through inquiries to ensure a deep understanding of the business and deliver accurate results
Customer Service Billing/Data Entry
Spectrum
Vestal, NY
11.2019 - 02.2020
- Provide over-the-phone account and payment support services, including maintenance, activations, and packaging
- Utilized thorough understanding of Spectrum products and services to navigate successful customer resolutions
- Meet regular sales goals by educating customers about service options and upselling to increase the value of their investment
- Anticipated needs and resolved issues promptly while consistently meeting quality and production standards
- Scheduled field visits and escalated calls to support team to enhance customer service experience
- Identify and solve practical problems and deal with a variety of concrete variables in standardized situations
- Read, analyze, and interpret general business correspondence, technical procedures, and governmental regulation
- Ability to perform basic mathematic calculations may be required Interpret a variety of work instructions provided through a variety of mediums
- Demonstrates intellectual curiosity through inquiries to ensure a deep understanding of the business and deliver accurate results
Customer Service Advocate/Data Entry
Cigna Inc.
Scranton, PA
07.2018 - 06.2019
- Receive inbound calls for inquiries on customers' accounts
- Process refills, renewals, and new medication orders in the Cigna system
- Research system in Cigna’s database using multiple applications
- Utilized applications such as Benefit Access, Epro, and CED to support customer inquiries.
- Updated customer records, including doctors and medications, in Mailrx and Argus systems.
- Ensured accurate account information by checking customers' MOP and OOP data during inquiries.
- Contacted customers to address inquiries and provide updates on claim investigation results and planned adjustments.
- Assist pharmacist on overrides and update personal codes for customers' refills
- Communicate with customers, employees, and other individuals to address complaints and/or to disseminate or explain information
- Adhere to service compliance requirements and follow security protocol
Customer Service/Data Entry
The Blackstone Group Inc.
New York, NY
10.2011 - 10.2016
- Researched, resolved, and responded to questions received via telephone calls and online chat to provide timely resolutions to customers’ issues.
- Demonstrates courtesy and professionalism with promptness in answering calls, emails
- Maintained customer relationships through courtesy, patience, and active listening, enhancing customer satisfaction
- Recorded customer problems with discretion and sound judgment, ensuring accurate documentation for resolution
- Utilize Remedy call tracking application for corporate management, co-workers, and end-users along with customers’ inquiries
- Perform call tracking procedures such as inbound/outbound calls, and emails using The Remedy application tracking software
- Maintained a typing speed of 45 to 50 words per minute to efficiently respond to customer inquiries.
- Updated, created, and edited production information daily in company spreadsheets to ensure data accuracy
- Utilize (ERP) Enterprise Resource Planning application to handle the core functions of a business enterprise, including sales, inventory, purchasing, and accounting
Customer Support Service
Flycell Inc.
New York City, NY
07.2006 - 08.2011
- Resolved escalated inquiries from Better Business Bureau, State Attorney General, and other government organizations, ensuring compliance and customer satisfaction
- Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers
- Researched, resolved, and responded to questions received via telephone calls, and emails to provide resolutions to customers’ issues as quickly as possible
- Simplified product explanations and achieved first-call resolution for customer inquiries and complaints, contributing to overall profitability growth
- Reduced the churn of exiting and displeased customers by reiterating the advantages of the product and service and giving incentives to stay
- Provided customers with detailed information on products they would purchase and download to their handset
- Explained in detail price plans, phone wares, and special promotions utilized to improve a company’s sales
- Assisted in the implementation and training of the outsourcing company through classroom and side-by-side training, remote observation, and Quality Assurance conference calls
Education
Technical Support Program and Office Automation Program -
THE CHUBB INSTITUTE
Jersey City, NEW JERSEYHigh School Diploma -
Henry Snyder High School
Jersey City, NJSkills
- Support software expertise
- Interaction tools proficiency
- Proficient in office applications
- Knowledge of CRM and ERP systems
- Troubleshooting technical issues
- Database administration
- Conflict resolution strategies
- Effective communication techniques
Timeline
Customer Service Representative
HealthPlanOne
01.2026 - Current
Customer Service Representative
HclTech
09.2025 - 11.2025
Case Manager
Cencora
08.2024 - 12.2024
Customer Research Analyst
1 Alpha Consulting
07.2024 - 08.2024
Member Service Representative
Versanthealth
10.2023 - 01.2024
Customer Service Representative
Point32health
07.2023 - 09.2023
ICS Support Specialist I
Clearesult
09.2022 - 01.2023
Customer Service Representative
Global Industrial
08.2021 - 11.2021
Intake Agent
CVS Healthcare
12.2020 - 01.2021
Collections Agent
Citi
05.2020 - 09.2020
Customer Service Billing/Data Entry
Spectrum
11.2019 - 02.2020
Customer Service Advocate/Data Entry
Cigna Inc.
07.2018 - 06.2019
Customer Service/Data Entry
The Blackstone Group Inc.
10.2011 - 10.2016
Customer Support Service
Flycell Inc.
07.2006 - 08.2011
Technical Support Program and Office Automation Program -
THE CHUBB INSTITUTE
High School Diploma -
Henry Snyder High School