Brenda Reynolds
Columbus,Georgia
Summary
Results-driven e-commerce professional with over 8 years of experience in online sales, payment processing, customer care, and project management. Proficient in CRM systems, inventory management, and report generation, with a proven ability to drive customer satisfaction and streamline digital sales operations.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Catastrophe Customer Care Representative, Escalation Team – Contact Center
Allstate Insurance
06.2024 - 11.2024
- Managed property claims for customers impacted by natural disasters, ensuring swift and empathetic customer support
- Collaborated with adjusters, contractors, and vendors to resolve complex claims and verify payment releases
- Provided customer advocacy and crisis management, supporting digital customer engagement and satisfaction
- Reported fraudulent activities to the Fraud Department, demonstrating vigilance in risk assessment and fraud detection.
Brand Ambassador
Activus Connect
09.2022 - 02.2024
- Processed and verified claims for FCC benefit programs, with a focus on fraud detection and compliance standards
- Managed 150+ customer applications daily, facilitating efficient claims resolution and income verification
- Analyzed Personally Identifiable Information (PII) for fraudulent activities, reinforcing compliance integrity
- Consistently performed all tasks remotely, demonstrating strong self-management and digital communication skills.
Medicare and Retirement Customer Service Advocate – Call Center
Sitel Group - Foundever
07.2022 - 09.2022
- Delivered claims support for healthcare plans, handling 70-100 inbound calls daily and processing claims accurately
- Verified healthcare services and managed appeals, grievances, and claims resolution
- Assisted with prescription facilitation and medical equipment scheduling, supporting managed care program operations.
Education
Master of Business Administration - Global Management
Strayer University
Columbus, GA09.2024
Bachelor of Science - Criminal Justice Administration
Strayer University
Columbus, GA09.2021
Associate of Occupational Science - Criminology
Miller-Motte Technical College
Columbus, GA04.2019
Skills
- E-commerce Operations & Payment Processing: Managed online sales transactions, refunds, exchanges, and payment gateways
- Customer Service & CRM: Extensive experience in CRM systems (Salesforce) to enhance customer satisfaction and manage interactions
- Project Management: Skilled in leading e-commerce initiatives, enhancing workflows, and managing end-to-end projects
- Inventory & Reporting: Proficient in inventory control and generating sales and performance reports to track KPIs
- Technical Proficiency: Adept in CRM software, Microsoft 365, and web-based business applications for data analysis and reporting
- Data Entry & Fraud Detection: Skilled in high-volume data validation and fraud detection to ensure accurate information handling
- Time Management & Multitasking: Efficiently prioritize tasks in high-pressure environments to maintain productivity
Certification
- Information Security and Privacy, Allstate, Woodridge, IL, 06/2024
- Customer Success Expert, Compliance Security Awareness, SYKES Enterprise, Inc. (Foundever), Tampa, FL, 01/2022
- Global Security Awareness, SYKES, Inc. (Foundever), Tampa, FL, 05/2022
- HIPAA Compliance, Concentrix, Columbus, GA, 10/2021
- Fraudulent Behaviors, Activus Connect, Orlando, FL, 05/2023
- Cyber Security, Maximus, Augusta, GA, 09/2022
- Homeland Security Technician, Columbus Technical College, Columbus, GA, 08/2011
- FEMA for Law Enforcement (ICS 100), Emergency Management Institute, Emmitsburg, MD, 11/2010
Dedicatedhomeoffice
Home Office, distraction-free dedicated workspace, with Ethernet connection for reliable internet access.
Timeline
Catastrophe Customer Care Representative, Escalation Team – Contact Center
Allstate Insurance
06.2024 - 11.2024
Brand Ambassador
Activus Connect
09.2022 - 02.2024
Medicare and Retirement Customer Service Advocate – Call Center
Sitel Group - Foundever
07.2022 - 09.2022
Bachelor of Science - Criminal Justice Administration
Strayer University
Associate of Occupational Science - Criminology
Miller-Motte Technical College
- Information Security and Privacy, Allstate, Woodridge, IL, 06/2024
- Customer Success Expert, Compliance Security Awareness, SYKES Enterprise, Inc. (Foundever), Tampa, FL, 01/2022
- Global Security Awareness, SYKES, Inc. (Foundever), Tampa, FL, 05/2022
- HIPAA Compliance, Concentrix, Columbus, GA, 10/2021
- Fraudulent Behaviors, Activus Connect, Orlando, FL, 05/2023
- Cyber Security, Maximus, Augusta, GA, 09/2022
- Homeland Security Technician, Columbus Technical College, Columbus, GA, 08/2011
- FEMA for Law Enforcement (ICS 100), Emergency Management Institute, Emmitsburg, MD, 11/2010
Master of Business Administration - Global Management
Strayer University
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