Danniell Reynolds
Stockton,CA
Summary
Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals. Skilled in assessing customer needs, generating leads, and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Blue Shield of CA
Lodi
10.2023 - Current
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Built sustainable relationships of trust through open communication with customers.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Provided accurate, valid, and complete information to customers.
Office Manager
Anam Cara
La Porte, IN
01.2023 - 06.2023
- Supervised staff members, organized schedules and delegated tasks.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Organized company events including holiday parties, team building activities .
- Conducted research projects related to new product development or marketing initiatives.
Team Lead
Blue Shield of CA
Rancho Cordova, CA
09.2017 - 11.2021
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Provided support to junior staff during peak periods of workloads.
- Motivated staff through positive reinforcement techniques.
- expert at processing medical processional and facility claims
- familair with medical policies and medical authorization
- deescalted supervisor calls in the BSC call center
- worked as interm supervisor for BSC team of +15 reps
Youth Leader
YMCA Stockton
Stockton , CA
03.2016 - 09.2017
- Developed and implemented engaging activities for youth to build social, emotional, and physical skills.
- Provided guidance and mentorship to youth in developing healthy relationships with peers and adults.
- Created a safe environment for youth to express themselves freely without fear of judgement or ridicule.
- Monitored progress of individual students by tracking attendance records and academic performance.
- Conducted regular meetings with staff members to discuss strategies for improving program effectiveness.
- Led discussions and facilitated games and activities to demonstrate values and morality.
Education
Associate of Arts -
San Joaquin Delta College
Stockton, CA09.2014
High School Diploma -
Lincoln High School
Lincoln, CA05.2014
Skills
- CRM and Office Management Software
- medical claim processing
- Employee Supervision
- Scheduling and Calendar Management
- Event Coordination
- Information Protection
- Workflow Planning
- Relationship Building
- Payment Processing
- Database Research
- Data Entry
Accomplishments
- Promoted to senior rep due to great customer service and knowledge of BSC policy that achieved high stats and promoted me to senior lead and eventually interim supervisor.
Timeline
Customer Care Representative
Blue Shield of CA
10.2023 - Current
Office Manager
Anam Cara
01.2023 - 06.2023
Team Lead
Blue Shield of CA
09.2017 - 11.2021
Youth Leader
YMCA Stockton
03.2016 - 09.2017
Associate of Arts -
San Joaquin Delta College
High School Diploma -
Lincoln High School