Reagan Reynolds
Summary
Experienced in managing member inquiries and providing comprehensive support regarding account services, including loans and digital banking solutions. Demonstrated ability to troubleshoot technical issues and escalate complex problems effectively, ensuring accurate documentation and resolution. Proven track record in coordinating logistics for deliveries, optimizing order scheduling, and maintaining communication with stakeholders to ensure operational efficiency. Skilled in adhering to compliance standards while managing sensitive information and enhancing customer satisfaction through effective issue resolution.
Overview
6
6
years of professional experience
2026
2026
years of post-secondary education
1
1
Certification
Work History
Member Service Representative III
Navy Federal Credit Union
Pensacola, Florida
04.2024 - 01.2026
- Answering incoming calls and respond to member inquiries regarding accounts, products, and services.
- Providing information about credit union offerings, including loans, savings accounts, and credit cards.
- Maintaining accurate records of member interactions and transactions while maintaining account security.
- Troubleshoot digital banking issues: logins, MFA, password resets, mobile deposit errors, app permissions, browser issues, eStatements, bill pay, Zelle/popular P2P services, card controls, and tokenization/wallet setup.
- Escalate technical, fraud, or complex account issues to Tier 2, fraud with clear documentation and reproductions/screenshots when applicable.
- Participate in feedback sessions, and training on new features or compliance updates.
- Guide members through digital onboarding: account setup, app walkthroughs, feature activation, and digital product education to increase adoption.
Logistics Coordinator
Titus Transportation
Valparaiso, Indiana
05.2023 - 02.2024
- Scheduled and routed deliveries to ALDI locations based on order windows, store requirements, and carrier capacity.
- Coordinated with suppliers/warehouses, carriers, and ALDI receiving teams to confirm pick‑up times, load specifications, and appointment slots.
- Verified order accuracy and packaging requirements (SKU counts, lot/expiry handling, temperature control for perishables).
- Monitored in‑transit shipments—tracked ETAs, managed delays, reassigned loads, and communicated status to stakeholders.
Dispatcher/Office Manager
Northwest Ambulance Service
Merrillville, Indiana
12.2020 - 12.2023
- Answering incoming calls, emails, and electronic requests; collect patient/pickup/dropoff details (name, DOB, address, mobility needs, appointment time, payer info).
- Triaged and prioritized transports (scheduled, urgent, same‑day, wait‑and‑return) per protocol.
- Assigned vehicles and crews based on availability, vehicle type (stretcher/wheelchair), crew qualifications, and distance.
- Maintained real‑time status of units (available, en‑route, on‑scene, transport, clear) in log system (ImageTrend)
- Communicated ETA and any delays to patients, facilities, and referral sources.
- Coordinated with medical facilities, nursing homes, and dispatch partners for access instructions, escorts, and special requirements.
- Had familiarity with scheduling/CAD systems, EMS documentation, and medical billing/insurance processes.
- Knowledge of HIPAA, billing compliance, and relevant local transport regulations.
Customer Care Representative
PLS Check Cashers
Gary, Indiana
01.2020 - 12.2020
- Accurately handled multi‑currency cash, reconcile tills, prepared deposits, and reported variances; followed vault/armored carrier procedures.
- Operated point‑of‑sale and back‑office systems: inputted transactions, updated ledgers, close batches, and maintained electronic transaction logs.
- Resolved customer inquiries and exceptions:,investigated disputed transactions, correct errors, and coordinate refunds or adjustments with supervisors.
- Maintained service center operations: open/close procedures, inventory of forms/cards, compliance checklists, and basic facility upkeep.
Education
Pensacola State College
Pensacola, FLSkills
- Member inquiries
- Account security
- Digital banking troubleshooting
- Technical issue escalation
- Order scheduling
- Shipment tracking
- Transport triage
- Real-time status monitoring
- HIPAA compliance
- Multi-currency cash handling
- Point-of-sale operations
- Customer dispute resolution
- Medical transport coordination
- Account management
- Inventory management
- Document processing
- Customer support
- Issue resolution
Certification
CPR Certification
Timeline
Member Service Representative III
Navy Federal Credit Union
04.2024 - 01.2026
Logistics Coordinator
Titus Transportation
05.2023 - 02.2024
Dispatcher/Office Manager
Northwest Ambulance Service
12.2020 - 12.2023
Customer Care Representative
PLS Check Cashers
01.2020 - 12.2020
Pensacola State College