Amy Reynolds
Sioux Falls,SD
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Collections/Shipment Processer/Customer Service
SILENCER CENTRAL
08.2024 - 08.2025
- -outbound/inbound calls for collection payments
- -helped customers process paperwork for submitting to the ATF
- -Educated customers from start to end of an order
- Reduced shipment errors by meticulously checking and verifying all package contents against invoices.
- Collaborated with team members to meet daily shipping targets, ensuring seamless workflow within the department.
- Enhanced customer satisfaction with timely and accurate shipment deliveries, demonstrating strong attention to detail.
- Originated and implemented operational processes and procedures, amplifying productivity.
internet Technical Support/Billing Specialist
MIDCO
12.2023 - 05.2024
- -Troubleshooting Modems/Routers
- - Processing credits and debits through multiple screens
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maintained accurate records of customer payments.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
Fraud Claims Specialist | Customer service
WELLS FARGO
01.2020 - 08.2023
- -Navigating Multiple Systems to verify customers identity
- -Asking clarifying questions to find fraud or non-fraud claims
- -Processing credits and debits through multiple screens
- - Making sure all policies and procedures are used to meet goals
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
Phone Bank/Online Banking | Customer Service
WELLS FARGO
08.2015 - 01.2020
- -Navigating through multiple systems to verify customers identity
- -Asking Clarifying questions to find out why the customer is calling
- -walking customers through check registers to verify balances
- -offering solutions to help manage customers accounts and avoid fees
- -online banking fraud and claims trained
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Insurance Specialist | Customer Service
ESURANCE
02.2015 - 06.2015
- -helping customers understand their coverage in their policies
- -answering any questions regarding cost
- -processed payments for customer policies
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Communicated effectively with members of operations, finance, and clinical departments.
- Acted as subject matter expert, answering internal, and external questions and inquiries.
- Maintained confidentiality of patient finances, records, and health statuses.
- Played an active role in community events as a representative for the company which increased brand awareness.
- Prepared and reviewed insurance applications to verify compliance with regulations.
Education
Some college - Child Development
Western Iowa Tech
High School Diploma - undefined
North High School
Sioux City, IowaSkills
- Customer service
- Team collaboration
- Active listening
- Effective communication
- Adaptability
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
Timeline
Collections/Shipment Processer/Customer Service
SILENCER CENTRAL
08.2024 - 08.2025
internet Technical Support/Billing Specialist
MIDCO
12.2023 - 05.2024
Fraud Claims Specialist | Customer service
WELLS FARGO
01.2020 - 08.2023
Phone Bank/Online Banking | Customer Service
WELLS FARGO
08.2015 - 01.2020
Insurance Specialist | Customer Service
ESURANCE
02.2015 - 06.2015
High School Diploma - undefined
North High School
Some college - Child Development
Western Iowa Tech
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