Blake Reynolds
PHOENIX
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
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CONNECT by American Family Insurance
Phoenix, AZ
10.2024 - Current
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated clients on available auto insurance products, empowering them to make informed decisions regarding their coverage options.
- Increased customer satisfaction by providing personalized auto insurance solutions tailored to individual needs.
- Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance and effective communication of changes to clients.
- Enhanced customer experience by promptly addressing inquiries and resolving issues related to auto insurance policies.
Claims Specialist/Adjuster
State Farm
Tempe, AZ
01.2023 - 10.2024
- Investigated and evaluated facts regarding property damage to determine coverage, damage and liabilities of first party damage
- Secured recorded and written statements from all parties involved if necessary
- Provided excellent customer service to meet needs of the insured, agents and other business partners included in the claims process
- Resolve disputes between auto shops and customer repairs
- Completed property damage inspections via photos and reviewed estimates and determined what the company owed for the loss
- Manage claim inventory and liability investigations simultaneously with various timelines accurately and efficiently on a consistent basis
- Carefully reviewed all details of the claim to ensure accuracy
- Mentored and coached new hires on procedures of claims handling and made suggestions on their process to ensure efficiently
- Reviewed teammate claims during downtime for accuracy
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Examined claims forms, policies and endorsements
- Submit Special Investigations Unit referrals when appropriate to determine coverage
- Handle a 100,000 monthly claim authority prudently by making sound decisions on how to allocate funds across various claims
Consumer Experience
Opendoor
Tempe, AZ
04.2022 - 10.2022
- Coordinated 20+ weekly prospecting sales call evaluating the customers property and educating them on the real-estate market conditions
- Advised clients on market conditions, pricing and legal requirements for property transactions
- Consulted with escrow companies and lenders to validate completion of terms and conditions of purchase agreement by closing date
- Explained financial requirements and analytical data to potential buyers and sellers
- Managed real estate transactions from initiation to closing
- Managed sales pipeline by actively following up with prospects leading to a 40% close rate
- Negotiated oers on behalf of my clients with my team for real estate sale
- Maximized market share by working with clients and building relationships
Physician Liaison
StaffDocs
Phoenix, AZ
10.2021 - 04.2022
- Participated in weekly meetings to discuss ways to build referral base and identify ineective techniques
- Communicated duties, compensation, benefits and working conditions to potential candidates, enabling solid understanding of job expectations
- Brought in well-qualified, multifaceted job candidates to fill open positions
- Increased recruiting network by leveraging industry contacts and internet mining resources
- Prepared and submitted listing of qualified applicants to jobs for review and coordinated next-phase interviews with management team and potential candidate
Debt Collector
Superlative RM
Phoenix, AZ
06.2021 - 10.2021
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with dicult individuals
- Processed payments over phone and set up recurring drafts
- Met demands of a busy collections group by performing a high volume of daily calls
Customer Service Representative
CVS Health Coram INFUSION
Tempe, AZ
02.2020 - 10.2020
- Entered customer interaction details in ACIS and salesforce to track request, documents problems and record solutions oered
- Monitored and scheduled shipment dates to promote timely product delivery and increase customer satisfaction
- Taking inbound calls and making outbound calls when needed
- Refilling patient prescriptions
- Knowledge on enteral feeding supplies
- Managing and uploading patient records
Sales Associate/Floor Lead
BCBG
Chicago, IL
10.2019 - 01.2020
- Supervising and overseeing the team, provided guidance and training
- Setting and communicating sales goals and objectives for the day and motivating the team to meet targets
- Assigning tasks and responsibilities to ensure work is distributed evenly and that team members understand their roles
- Resolving customer issues
- Inquiries, complaints and concerns
- Give constructive criticism and recognize achievements
- Track team performance and metrics, such as sales targets and productivity levels
- Managing inventory by monitoring stock levels, inventory counts and coordinating with store management to reorder products
- Ensuring compliance with store policies and procedures, including safety protocols, security measures and customer standards
- Work closely with store managers and assistant managers to coordinate operations, address stang needs and implement strategies to drive sales and improve customer experience
Recruiting Coordinator
NCSA Next College Student Athlete
Chicago, IL
05.2017 - 08.2019
- Managing inbound and outbound dials, at least 60-80 per day
- Informing parents and student athletes about college recruiting
- Specialized in recruiting well-qualified student athletes
- Scheduled a number of interviews each week for recruiting specialist to close deals
- Utilize salesforce to manage sales pipeline, resulting in 60% of clients participating in a follow-up call
- Hitting daily and monthly goals
- Quickly moved to a full-time role within 6 months
- Top of my team in outbound dials
Customer/Sales Associate
GAP
Chicago, IL
08.2016 - 09.2017
- Customers first point of contact on the sales floor, oering assistance in finding products and providing information regarding promotions or sales
- Operating the cash register during customer transactions such as sales and returns
- Restocking shelves and merchandise and keeping the sales floor clean and organized
- Assisting with inventory management such as monitoring and recording inventory levels
- Providing product recommendations to help customers find items that fit their preferences
- Addressing customer concerns and complaints in a professional manner
- Provided details regarding store policies, product availability and assisted with returns and exchanges
- Prevent theft and monitor sales for ensuring safety for employees and customers
- Collaborate with team members to ensure smooth operation of the store and provide excellent customer service
- Recommend and sign up GAP credit cards to customers and provide them with perks and promotions that are included with the card
Alumni Telemarketer
Benedictine University
Lisle, IL
09.2015 - 04.2016
- Outbound calls to Benedictine Alumni to request donations for scholarship funds
- Solely raised over $10,000 in scholarship funds for the university
- Followed up with Alumni to fulfill donation promises
- Managing inbound and outbound calls
Education
Psychology -
Benedictine University
Lisle, ILHigh School Diploma -
DuSable / Williams Prep
Chicago, IL05.2014
Skills
- Call Center
- Sales
- Customer service
- Insurance
- Claims Handling
- Recruiting
- Negotiating
- Administrative skills
- CRM software proficiency
- Account management
- Proficient in Salesforce & Microsoft Products
- Task delegation
Certification
Property/Casualty License
Timeline
Customer Service Representative
CONNECT by American Family Insurance
10.2024 - Current
Claims Specialist/Adjuster
State Farm
01.2023 - 10.2024
Consumer Experience
Opendoor
04.2022 - 10.2022
Physician Liaison
StaffDocs
10.2021 - 04.2022
Debt Collector
Superlative RM
06.2021 - 10.2021
Customer Service Representative
CVS Health Coram INFUSION
02.2020 - 10.2020
Sales Associate/Floor Lead
BCBG
10.2019 - 01.2020
Recruiting Coordinator
NCSA Next College Student Athlete
05.2017 - 08.2019
Customer/Sales Associate
GAP
08.2016 - 09.2017
Alumni Telemarketer
Benedictine University
09.2015 - 04.2016
High School Diploma -
DuSable / Williams Prep
Psychology -
Benedictine University