Ashley Reynolds
Rayville
Summary
Proven track record in enhancing customer loyalty and resolving high-stress disputes, demonstrated during my tenure at TTEC - Healthcare Solutions. Expert in active listening and critical thinking, I've significantly improved satisfaction rates and reduced delinquencies, showcasing my ability to manage sensitive information with professionalism and empathy.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TTEC - Healthcare Solutions
02.2022 - 08.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Records Specialist
Oschner Medical Center
12.2019 - 01.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Optimized first-call resolution rates through active listening and providing accurate information tailored to customers' queries.
- Consistently delivered exceptional support by remaining composed and professional during high call volume periods.
Customer Service Representative
Etech
03.2016 - 10.2019
- Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
- Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
- Reduced account delinquency rates by educating customers on financial planning and offering tailored solutions for debt repayment.
- Established positive rapport with customers during difficult conversations, leading to more cooperative attitudes towards settling unpaid balances.
- Increased company revenue with consistent follow-ups on outstanding debts and maintaining detailed records of collection efforts.
Education
Associate of Science - Healthcare Information Management
University of Phoenix - Online
Tempe, AZ10.2025
High School Diploma -
Ouachita Parish High School
Monroe, LA05.2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Conflict Resolution
Timeline
Customer Service Representative
TTEC - Healthcare Solutions
02.2022 - 08.2024
Medical Records Specialist
Oschner Medical Center
12.2019 - 01.2022
Customer Service Representative
Etech
03.2016 - 10.2019
Associate of Science - Healthcare Information Management
University of Phoenix - Online
High School Diploma -
Ouachita Parish High School
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