BARBARA A. REYNOLDS
CASSVILLE,WI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service and workforce management industry. Completed the Leadership, Education and Development Program and mentored new hires, while being a team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Disability Representative
Sedgwick, Dubuque Call Center
03.2021 - Current
- Process claims and determine benefits due pursuant to a disability plan; to make timely payments and adjustments for workers compensation, Social Security Disability Income, and other disability offsets; and to ensure the ongoing processing of claims.
- Makes claim determinations to approve non-complex disability claims or makes a recommendation to team lead to deny claims based on the disability plan.
- Inform claimants of documentation required to process claims, required time frames, payment information and claims status either by phone, written correspondence and/or claims systems.
Service Center Representative, SR
Sedgwick, Dubuque Call Center
10.2015 - 02.2021
- Conduct operational audit review of new incident reports; expedite the claims application process; ensure correct case assignment; act as a customer liaison in assisting the customer with the correct contact person to resolve problems and/or questions; and train
- Customer Service Representatives as needed which includes mentoring both in office, and remotely.
Service Center Representative
Sedgwick, Dubuque Call Center
01.2015 - 10.2015
- Provide excellent service to callers regarding claims for multiple lines of business; expedite the claims application process and provide detailed claim notes on all calls; resolve issues with one call/one person response; and direct calls to appropriate escalation path as needed.
Service Center Associate
05.2010 - 01.2015
- Claims application process; ensure correct case assignment as well as act as a customer liaison in assisting the customer with the correct contact person to resolve problems and/or questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Education
Associate of Arts - Legal Administrative Assistance
Madison Business College
Madison, WI05.1988
Skills
- Issue Resolution
- Continuous Improvements
- Technical Proficiency
- Service Delivery Optimization
- Complaint Resolution
- Creative Problem Solving
- Professional Telephone Demeanor
- Training Development Aptitude
Timeline
Disability Representative
Sedgwick, Dubuque Call Center
03.2021 - Current
Service Center Representative, SR
Sedgwick, Dubuque Call Center
10.2015 - 02.2021
Service Center Representative
Sedgwick, Dubuque Call Center
01.2015 - 10.2015
Service Center Associate
05.2010 - 01.2015
Associate of Arts - Legal Administrative Assistance
Madison Business College
Similar Profiles
Adam KlinknerAdam Klinkner
Line Service Technician at Dubuque Jet CenterLine Service Technician at Dubuque Jet Center
Sophia MurphySophia Murphy
Patient Safety Attendant at MercyOne Dubuque Medical CenterPatient Safety Attendant at MercyOne Dubuque Medical Center
Nellie KimbleNellie Kimble
Operations Manager/Kitchen Manager at Dubuque Dream CenterOperations Manager/Kitchen Manager at Dubuque Dream Center