Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Terrell L. Reynolds

Las Vegas,Nevada

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Amazon
10.2018 - 05.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Identified and resolved discrepancies and errors in customer accounts.

Medical Collector Supervisor

USCB
10.2011 - 01.2019
  • Supervised a team of 46 medical collectors handling accounts receivable for major hospital clients
  • Ensured each team member met daily collection goals of 45 accounts through coaching and support
  • Trained employees in conducting outbound and inbound calls and accurately documenting client account details in PC-based collection systems and Call Center Autodialer
  • Managed daily communication with clients via calls and emails to address concerns promptly and maintain strong relationships
  • Drove team performance to consistently meet or exceed monthly collection goals of $1.5 million
  • Monitored productivity and provided performance feedback to ensure high-quality service delivery
  • Negotiated payment plans with patients, ensuring timely payments while minimizing financial burdens.
  • Monitored customer accounts for payment delinquency and initiated collection

Customer Service Billing Administrator

Pathology Inc.
11.2007 - 04.2011
  • Contacted insurance providers to verify coverage and obtain billing code authorizations for accurate claims processing
  • Explained insurance plans, policies, and payment procedures to patients to ensure clear understanding
  • Researched reimbursement reports and followed up on claims 90+ days past due to resolve outstanding balances
  • Maintained regular contact with providers, clients, and customers to ensure efficient rebilling and reimbursement resolution
  • Implemented updated online collection procedures, improving on-time payments by 15% and enhancing patient ease of use
  • Developed flexible patient payment plans to improve timely bill resolution and customer satisfaction

Education

High School Diploma -

California Technical University High School
Los Angeles, CA
01.1986

Skills

  • Active listening
  • Call center experience
  • Complaint handling
  • Payment processing
  • Microsoft outlook
  • Dispute resolution
  • Patient education
  • HIPAA compliance
  • Insurance verification
  • Empathy and patience
  • Billing adjustments and refunds
  • Call documentation
  • Work prioritization
  • Intake assessment

Timeline

Customer Service Representative

Amazon
10.2018 - 05.2025

Medical Collector Supervisor

USCB
10.2011 - 01.2019

Customer Service Billing Administrator

Pathology Inc.
11.2007 - 04.2011

High School Diploma -

California Technical University High School

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Terrell L. Reynolds