Carrol Reynolds
Omaha,NE
Summary
Experienced professional with a strong focus on operational excellence and organizational success. Extensive background in workplace insurance and a proven history of achieving significant results. Proficient in implementing strategic initiatives, improving operational efficiency, and promoting innovation and collaboration. Committed to empowering teams, developing talent, and establishing solid relationships with stakeholders at every level. Utilizing analytical skills, critical thinking, and business acumen to steer the organization towards sustainable growth, profitability, and long-term success in today's ever-changing business environment.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Specialist II
PACIFIC LIFE INSURANCE
07.2024 - 11.2024
- Worked on earning my Securities Industry License during my 4 months.
- The position was for Customer Service for Group Administrators with Life Insurance & Variable Annuity products.
Specialist, Business Metrics & Analytics
LINCOLN FINANCIAL GROUP
08.2018 - 04.2024
- Conducted in-depth analysis and recommended technical solutions for the Intake department, collaborating closely with all business units to ensure the success of the technical solutions.
- Compiled, analyzed, and synthesized production data to generate actionable recommendations.
- Forecasted department overtime, staffing needs, proficiency enhancements, and addressed additional data management requests.
- Functioned as a Subject Matter Expert (SME) on project teams, advocating for departmental needs and aligning them with management's short and long-term strategies.
- Served as the liaison between the Reports Team and management, providing comprehensive support for all Intake Department reporting inputs.
Claims Intake Technical Specialist
LINCOLN FINANCIAL GROUP
07.2014 - 11.2018
- Participated on project teams as a department SME. Represented the needs/goals of the department alignment with Management’s short and longer-term plans/strategies. Develop skills of the Intake staff through coaching/training while inspiring teamwork.
- Served as the liaison between the Reports Team and management while supporting all Intake Department reporting inputs.
- Conducted focused quality audits and identified/trend errors.
- Aided in the development of business area procedures.
- Drafted and revised procedure documentation and send to management for approval.
- Led and helped with team meetings in absence of manager or as needed.
- Represented Claims Intake for new product and technical roll outs.
Claims Intake Supervisor
LINCOLN FINANCIAL GROUP
05.2012 - 07.2014
- Provided direction and led team to provide quality customer service and make sure turnaround times are achieved for daily production. Measured standards and development of team member potential.
- Responded to team members, customers, and others to speed up the correct and timely processing of claims.
- Focused on strategic goals and root causes of issues, making recommendations for process improvement.
- Developed department annual budgets for Senior Management.
Technical Support - Quality Assurance Auditor
LINCOLN FINANCIAL GROUP
05.2008 - 05.2012
- Performed Quality Assurance audits for the Customer Contact Center phone and email representatives. Collaborated with Quality and Contact Center Management Teams on development of the Quality goals, criteria, and QA process manuals.
- Performed monthly follow up with Contact Center Management on individual CSR quality measurements, improvement referrals.
- Trained new Contact Center CSRs for Disability, Life and Dental Claims.
Senior Customer Service Representative
LINCOLN FINANCIAL GROUP
10.2006 - 05.2008
- Provided Customer Service Representatives help with their quality reviews & call center procedures: Updating callers with claim status on their Life, Disability or Dental claims & policy, assisting with claim denials. Coached on call handling & assisting callers by providing a polite and knowledgeable experience.
Customer Service Representative
LINCOLN FINANCIAL GROUP
08.2005 - 10.2006
- Provided Customer Service assistance to group administrators, claimants, doctor’s offices etc, on policy allowances for disability (short and long term), dental plans, life insurance policies Assisted with claim status and requirements for disability (short and long term), life, and dental claims.
Quality Assurance Database Analyst
INFO USA
01.2003 - 08.2005
- Addressed customer complaints and sales team feedback to ensure satisfaction and resolution of issues promptly.
- Conducted extensive research to decide root cause analysis and creating controls for risk management.
- Supported a high database accuracy rate by monitoring and creating data improvement processes.
Customer Service Mrs. B’s Outlet – Part Time
Nebraska Furniture Mart
01.1999 - 01.2005
- Assisted customers both on the phone and face to face. Resolved complaints on furniture damage, pricing, setting up home visits for repairing furniture, and other issues.
- Worked directly with the store manager and sales staff with customer service issues regarding damage, delivery, missing items, etc.
Quality Assurance Supervisor
INFO USA
01.1998 - 01.2003
- Supervised a team of 11 – 15 associates, including tracking stats and improving productivity.
- Served as a leader and mentor to develop the members of my team and promote a culture of teamwork.
- Coordinated with the supervisors of other departments to develop quality control procedures & production manuals.
Quality Assurance Auditor
INFO USA
01.1994 - 01.1998
- Audited outbound calls & data entry teams for accuracy and completeness of records entered in the Database.
Education
Associate of Applied Science - Computer Programming, Accounting
College of Lake County
Grayslake, IL05.1987
Skills
- Employee Performance Management & Mentoring
- Production Analytics
- Quality Assurance: Employee Production & Process
- Team Leadership
- Advance Microsoft Excel, Word, Outlook, Access, PowerPoint, 365 operating system
- Oracle SQL
- Workforce Management
- Call Center Operations & Customer Service
- Excellent Verbal & Written Communication
- Collaboration
- Technical Documentation Development & Update
- Data Analytics & Research
Certification
LOMA Online Training: Fellowship of Life Management (FLMI) | Associate of Life Management (ALMI) | Associate of Customer Service
Timeline
Customer Service Specialist II
PACIFIC LIFE INSURANCE
07.2024 - 11.2024
Specialist, Business Metrics & Analytics
LINCOLN FINANCIAL GROUP
08.2018 - 04.2024
Claims Intake Technical Specialist
LINCOLN FINANCIAL GROUP
07.2014 - 11.2018
Claims Intake Supervisor
LINCOLN FINANCIAL GROUP
05.2012 - 07.2014
Technical Support - Quality Assurance Auditor
LINCOLN FINANCIAL GROUP
05.2008 - 05.2012
Senior Customer Service Representative
LINCOLN FINANCIAL GROUP
10.2006 - 05.2008
Customer Service Representative
LINCOLN FINANCIAL GROUP
08.2005 - 10.2006
Quality Assurance Database Analyst
INFO USA
01.2003 - 08.2005
Customer Service Mrs. B’s Outlet – Part Time
Nebraska Furniture Mart
01.1999 - 01.2005
Quality Assurance Supervisor
INFO USA
01.1998 - 01.2003
Quality Assurance Auditor
INFO USA
01.1994 - 01.1998
Associate of Applied Science - Computer Programming, Accounting
College of Lake County
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