Danielle Reynolds
Boston
Summary
Client Success Specialist with experience supporting the full client lifecycle in Sun Life’s Stop Loss department, including pre-sale operations, onboarding, policy administration, and ongoing account support. Skilled in cross-functional collaboration, broker and client communication, and managing competing priorities in fast-paced environments. Recognized for strong attention to detail, organization, and delivering accurate, timely service to support client satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Client Success Specialist
Sun Life
Wellesley
06.2025 - Current
- Process policy documents, RFIs, and client service requests for pre-sale, renewal, and new business cases, ensuring accurate and timely turnaround in a fast-paced environment.
- Resolve premium and billing discrepancies for brokers and clients, improving payment processing efficiency and supporting a seamless client experience.
- Support Client Relationship Managers with onboarding, account maintenance, and ongoing servicing for a diverse portfolio of client accounts, helping maintain high levels of client satisfaction and retention.
- Prepare Health Navigator proposals, service agreements, and implementation documentation to facilitate efficient onboarding and successful client implementation.
- Partner cross-functionally with internal teams to streamline policy administration processes, ensure service accuracy, and deliver responsive support throughout the client lifecycle.
Long-Term Disability Case Manager
Sun Life Financial
Hartford
11.2023 - 06.2025
- Managed a caseload of 40-60 ongoing claims and 2-4 new claims per week, providing comprehensive support and guidance throughout the LTD claim process, resulting in a 83% satisfaction rate among clients in 2024.
- Elevated to $3,500 claim approval authority within first year, showcasing decision accuracy. Obtained an overall score of 90% claim accuracy for 2024.
- Assessed client medical documentation and relevant information to determine eligibility for benefits, ensuring compliance with organizational policies.
- Created tailored action plans with healthcare providers, employers, and clients to support recovery goals.
- Achieved year-end score of 'exceeds expectations' in 2023 and 2024; recognized by team members for analytical skills, teamwork, and persistence.
Claims Rotational Program
Sun Life Financial
Hartford
06.2022 - 11.2023
- Gained comprehensive exposure across multiple departments (STD, LTD, and Life Claims) within the claims management process, enhancing understanding of various product lines and their operational impacts.
- Trained on claims adjudication and processing techniques, evaluating medical and legal documentation to determine eligibility and benefits.
- Delivered presentation and report to senior leadership, contributing to strategic planning and process improvement efforts within the claims department with the creation of an Excel sheet for data tracking, enhancing reporting accuracy.
- Provided support across departments, adapting to new challenges and flexibility where help was needed.
- Consistently recognized for outstanding claim handling in year-end reviews.
Education
Bachelor of Arts - Communications
University of Connecticut
Storrs, CT05-2022
Skills
- Client Management
- Customer Service
- Problem Solving
- Broker and Client Communication
- Time Management
- Adaptability
- Cross-Functional Collaboration
- Detail Oriented
Timeline
Client Success Specialist
Sun Life
06.2025 - Current
Long-Term Disability Case Manager
Sun Life Financial
11.2023 - 06.2025
Claims Rotational Program
Sun Life Financial
06.2022 - 11.2023
Bachelor of Arts - Communications
University of Connecticut