KENNETH REYNOLDS
Tumwater,WA
Summary
Results-driven customer support lead with 6+ years of experience optimizing workflows, reducing ticket backlogs by 30%, and coaching team members to deliver exceptional service.
Overview
8
8
years of professional experience
Work History
Health Services Consultant 1 – Certification Specialist
CHS
01.2022 - Current
- Reviewing, evaluating, and assessing incoming vital record orders for completeness, accuracy, signature, applicant’s eligibility to receive the requested document, and adherence to established departmental policy, procedure, state laws, regulations, standards, and practices.
- Issuing vital records to qualified applicants by entering required information in the vital records database (WHALES) while maintaining data security.
- Updating the statewide vital records database (WHALES) with document control information and other order outcome information.
- Performing quality control to ensure accuracy and completeness of orders and preparing documents for shipping/mailing.
- Performing record searches by utilizing the Vital Records database (WHALES) and CertIMS, microfilm, microfiche, scanned images, sound-x system and paper records.
Lead Line – Call Center
WSECU
02.2020 - 10.2020
- Assisted team members with member calls and interpreting resources, guidelines, and RCW’s
- Handled escalations with de-escalation techniques
- Daily clerical work including writing letters and creating documents for our members and filing in alpha-numeric system
- Extensive tech troubleshooting with various media platforms (Web and Mobile Based)
- Running daily reports in both our opening and closing duties.
Support Specialist – Call Center
WSECU
09.2019 - 01.2020
- Interpreted various financial RCW’s and laws and translated to members
- Assisted members with account support associated to financial well-being
- Billing dispute resolution
- Professionally controlled transactions and payments on members accounts
- Extensive tech troubleshooting with various media platforms (Web and Mobile Based)
- Rapport building with new and long-term members
Quality Analyst – Call Center
Continuum Solutions
12.2018 - 07.2019
- Provided Members feedback and development in a coaching environment
- Discovered trends and made plans to provide higher quality to our members on a site level
- Extensive use keying large volumes of data into various databases and making reports through excel with the data.
Customer Service Representative – Call Center
Conduent
05.2018 - 12.2018
- Assisted members with account support associated to cellular service
- Billing dispute resolution
- Professionally controlled credits on members accounts
- Extensive tech troubleshooting with various media platforms (Web and Mobile Based)
- Rapport building with new and long-term members
Education
Highschool Diploma -
Skills
- Client relationship building
- Issue resolution
- Technical support
- Account management
- Staff education and training
- Customer service
- Computer skills
- Data entry
- Documentation and reporting
- Records management
- Process improvements
- Call center operations
- Customer relations
- Public speaking
Timeline
Health Services Consultant 1 – Certification Specialist
CHS
01.2022 - Current
Lead Line – Call Center
WSECU
02.2020 - 10.2020
Support Specialist – Call Center
WSECU
09.2019 - 01.2020
Quality Analyst – Call Center
Continuum Solutions
12.2018 - 07.2019
Customer Service Representative – Call Center
Conduent
05.2018 - 12.2018