Robin Reynolds
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
16
16
years of professional experience
Work History
Manager
Transamerica
08.2021 - Current
- Leading training and quality for Annuity and Life Service Delivery in various capacities. Liaison between Service Support and Service Delivery teams.
- Oversight of business continuity and exit planning for TCS, including improving the process and relationship for both TA and vendor.
- Oversight for contract adherence, vendor external fees: regular review of budget and for cost savings.
- Implemented training and quality programs for multiple business areas,
- Management of EXL pilot program for training and quality. BAU support for EXL engagement for training and quality.
- Coach, guide, and provide feedback to empower and develop team members.
- Supported and coordinated compliance audits, monitored audit outcomes, and executed necessary changes to policies and procedures to ensure sustained compliance
- Built multiple SharePoint sites and Power Automate flows to improve productivity and efficiency
- Led cross-functional teams to implement strategic initiatives and improve operational efficiency.
- Developed and executed project plans, ensuring alignment with organizational goals and stakeholder expectations.
- Analyzed performance metrics to identify trends and drive continuous improvement efforts across departments.
Supervisor
Transamerica
04.2018 - 08.2021
- Responsible for LifePro and Vanguard Variable Annuity non-financial processing.
- Oversight and support of LifePro training and quality teams.
- Assisted with transition of Vanguard Variable Annuity product to Transamerica, including design and establishment of workflows and reporting.
- Resolution of agent/customer escalations or service complaints.
- Managed service levels across multiple operational teams as required to ensure overall attainment of SLAs for the department.
- Implemented process improvements to support end-to-end processing and quality; partnering with legal and compliance for best practice guidance.
- Manage SOX and compliance audits for retained operations.
- Coached, guided, and provided feedback to empower and develop team members.
- Partner with external vendors ensuring accurate indexing of our work.
Team Lead
Transamerica
03.2014 - 04.2018
- All duties completed as a processing specialist
- Completed daily processing reports
- Special projects for process improvement, team member development and company advancement
Processing Specialist
Transamerica
09.2009 - 03.2014
- Processed reinstatement and in-force contract changes for TIIG, former Life Investors, and Monumental Life business units
- Corresponded with other departments, clients and agents to complete requests
- Provided ideas and implement process improvements
Education
Bachelor of Arts - Public Relations & English Writing
Loras College
Dubuque, Iowa05.2008
Skills
- Training development
- Quality assurance
- Business continuity
- Vendor management
- Process improvement
- Compliance auditing
- SLA management
- Team coaching
- Escalation resolution
- SharePoint development
- Power Automate integration
- Performance metrics analysis
Timeline
Manager
Transamerica
08.2021 - Current
Supervisor
Transamerica
04.2018 - 08.2021
Team Lead
Transamerica
03.2014 - 04.2018
Processing Specialist
Transamerica
09.2009 - 03.2014
Bachelor of Arts - Public Relations & English Writing
Loras College