1. TERRY A. REYNOLDS
93 Fernwold Street, Springfield, Massachusetts 01104 | (H)4136864481 | (C)4135049619 | reynoldsterry23@yahoo.com
Professional Summary
Highly motivated and skilled Coordinator who graciously handles and resolves challenging client
issues. Driven to consistently deliver exceptional client support. Dedicated professional with 3 years
in addiction counseling and crisis intervention with at-risk adults coming out of incarceration. Offers an
academic and work background in social services, as well as strong interpersonal, organizational and
computer skills.
Skills
● Exceptional communication skills
● MS Windows proficient
● Strong client relations experience
● Creative problem solver
● Conflict Resolution
● Mediation capability
Other Skills
Reconciliation, Mentorship, Some System/IT background, Consultant, Counselor, Post-
Incarceration Community, Experience in Recovery Field
Work History
➢ Phoenix House Outpatient Services, Access To Recovery Coordinator, January 2, 2013 –
October 31, 2015
Duties and responsibilities include but were not limited to:
Conduct in-reach to referral facilities and conduct presentations; Orient clients to the Massachusetts
ATR Program; Conduct initial intake assessment, complete tracking form, implement the ASI-MV;
Conduct face to face GPRA interviews at intake, at 6 months and upon discharge, provide incentives
for clients to appear for follow up GPRA meetings, review recovery plans and offer provider choices,
approve vouchers for services, conduct client satisfaction surveys, make follow-up phone calls once a
month to reach client, meet with clients to update recovery plan, communicate with providers and with
ATR provider organizations, collect client signatures for completed release of information forms for
each service request, record client information and progress notes in client record, maintain secure files
for client information records, report required information and data to AHP as specified during the
contract period, complete E-Learning requirements in a timely manner; Perform other duties as
assigned.
➢ Massachusetts Mutual Life Insurance Company, Customer Service Analyst, November 22,
1999 – February 2, 2012
Duties and responsibilities include but were not limited to:
Trax Return Items and SAP entries; Processed New Case set ups on three different systems
(MAR/RPS/ISIQ); Processed miscellaneous customer requests, direct deposit set ups and bank
changes, address changes, beneficiary changes & general account information letters; Processed
customer requests (internal & eternal); Processed one-time cash withdrawals (full and partial); Created
KRD Schedule for Income Settlement checks from system calendar, processed TCC batch approvals; 3

2. month/Final Payment notices; Backup withholding (start & stop); Set up Modified Option “A”
accounts; Processed MML Baystate Liability reports; Processed manual payments from RPS accounts;
Processed manual payments and updated monthly payment amounts on MML Baystate accounts;
Processed Death Claims (One Sum payouts); Processed and set up Dead to Continue accounts,
conducted Experian searches, utilized Quick Address Pro; Maintenance of Output/Error registers;
Maintenance of Offset and Reconciliation registers; Canadian account reconciliations; Year End testing
for Income Settlement accounts regarding interest rate changes for the upcoming year; Abandoned
Property processing; implementation of new ideas for process improvement; Participated in Kaison
meetings to explore re-vamp of procedures and processes of already pre-established workflows;
Worked with, trained and set up access for the Life Service Center on live MAR System and updated
Quest documentation.
Education
Master of Science: Communication & Information Management
Bay Path University, projected completion 2017
Bachelor of Science: Business Administration
American International College, completion 1992
Accomplishments
● Webinar training – WITS Voucher System for ATR Program Administration, July 2012
● Webinar training – Client Confidentiality: Considerations for providing services, October 2012
● Engagement Techniques Training, through Phoenix House Foundation, February 2013
● Webinar training – Building Bridges: Peer Support for Veterans, March 2013
● Ethics & Boundaries Training, March 2014
● “No Wrong Door To Recovery” Conference, April 2014, Certificate of Completion.
● NE Recovery Support Centers Conference, June 2014, Springfield, MA, Certificate of
Completion
Certifications
Certified Chaplain #006, Council of Churches of Western Mass, Fall Assembly, December 2012
References
AVAILABLE UPON REQUEST