Asha Reynolds
Buford,GA
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.
Overview
8
8
years of professional experience
Work History
Customer Service Rep II
Anthem Blue Cross Blue Shield
06.2022 - Current
- Assisted customers with inquiries and product information.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Provided support in processing orders and managing customer accounts.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to enhance service delivery and efficiency.
- Adapted quickly to new systems for handling customer requests effectively.
- Educated customers on product features and benefits to improve satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Fraud Team Specialist
Maryland Dpt of Labor
03.2021 - 07.2022
- Coordinated project timelines and deliverables, ensuring alignment with organizational goals and priorities.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
- Worked remotely investigating fraudulent claims.
- Gathered and investigated personal identification of claimants to determine eligibility on claims during Covid spike.
- Processed claims expeditiously to expedite the back log of unpaid claims during Covid.
Auto Initial Loss Reporting
State Farm Insurance Inc
06.2017 - 05.2020
- Explained coverage process on liability, PIP/MPC, UPMD, and physical damage claims
- Maintained proper adjuster licensing and state certifications for all required states.
- Worked effectively in fast-paced environments.
- Gathered, investigated, and generated loss information.
- Worked in a collaborative environment to investigate and settle claims promptly while maintaining a positive rapport with customers.
- Worked flexible hours across night, weekend, and holiday shifts.
- Developed and maintained courteous and effective working relationships.
Education
Bachelor of Science - Healthcare Administration
Western Governors University
Salt Lake City, UT01-2027
Diploma
Ottawa Hills High School
Grand Rapids, MI05-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Complaint handling
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Scheduling
- Administrative support
- Microsoft PowerPoint
- De-escalation techniques
Timeline
Customer Service Rep II
Anthem Blue Cross Blue Shield
06.2022 - Current
Fraud Team Specialist
Maryland Dpt of Labor
03.2021 - 07.2022
Auto Initial Loss Reporting
State Farm Insurance Inc
06.2017 - 05.2020
Bachelor of Science - Healthcare Administration
Western Governors University
Diploma
Ottawa Hills High School
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