Courtney Reinfeld
Abingdon,MD
Summary
Professional client management expert with solid experience in fostering strong client relationships and driving business growth. Known for strategic approach, adaptability, and effective collaboration within teams to achieve results. Skilled in client communication, project management, and solving complex problems, ensuring client satisfaction and loyalty. Dependable and responsive to evolving business needs, delivering consistent value and outcomes.
Overview
12
12
years of professional experience
Work History
Client Manager, Team Lead
Founder Shield
04.2022 - Current
- Managed client relationships, ensuring alignment with coverage needs and service expectations.
- Analyzed clients' insurance portfolios to identify coverage gaps and recommend appropriate solutions.
- Developed and implemented strategic renewal plans to enhance account retention and satisfaction.
- Trained junior staff on industry best practices, enhancing team capabilities in client service delivery.
ASSOCIATE BROKER
NFP
09.2020 - 04.2022
- Coordinate client service visits and presentations with internal service teams, carrier partners and vendors.
- Serve as main point-of-contact for all escalated (major and/or complex) client issues to ensure proper resolution with internal and/or external partners (carriers, third-party administrators, etc.).
- Provide day-to-day servicing support to clients when needed.
- Lead review of account renewals by evaluating coverage, services and alternative rating plans and solutions, while recognizing the size and complexity of the client account; research policies from different insurers and arrange insurance coverage.
- Coordinate with Sales Executives (Producers) and Brokerage to prepare often times complex proposals at competitive cost and coverage and advocate for best interests of clients.
- Prepare and potentially present, either independently or in conjunction with Sales Executive, on renewal proposals to insured, including premiums, pay plans coverage, limits and options.
- Upon winning new business, onboard new clients.
FEDERAL ACCOUNT EXECUTIVE
National Conference Services Inc
10.2019 - 09.2020
- Managed a portfolio of over 1,200 accounts, executing daily outbound calls and contacting new and existing customers to identify products and services that address critical needs.
- Exceeded my introductory 3 month goal by 55%.
- Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
- Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
BRANCH MANAGER
Enterprise Holdings
08.2018 - 10.2019
- Managed daily branch functions, including but not limited to: Human Resources, personnel management and training, sales and marketing and financial performance Human Resource Management.
- Supervise and coordinate the efforts of the Branch management team.
- Establish overall training and development strategy for Branch employees.
- Supervise, mentor, train, coach, evaluate and develop staff.
- Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance.
- Conduct and/or participate in the recruitment, interviewing and hiring of branch employees.
- Prepare effective and timely employee reviews and oversee the review process.
- Evaluate, document and confer with management team regarding employee performance.
- Established many unofficial mentees throughout the company helping them get their next promotions.
- Administer and/or recommend disciplinary action, promotions, transfers and/or other personnel actions.
- Investigate/resolve employee complaints Sales and Marketing/Financial Performance.
- Develop overall sales and marketing strategy and planning for future growth of Branch.
- Assess and analyze competitive environment and provide appropriate reports and recommendations.
- Develop, plan and actively participate in Branch sales and marketing efforts to increase and improve business.
- Train, motivate and coach employees to increase branch sales by understanding, communicating, and using the 4-step sales process to promote and sell optional protection products, vehicle features and benefits, fuel options and additional equipment.
- Call on existing and potential customers to develop business.
- Accompany other employees on marketing visits for training purposes.
- Manage branch receivables, including negotiating payment plans, collecting difficult accounts receivables, preparing write-offs for uncollectible accounts, and recommending accounts for referral to collection.
- Supervise and train other employees regarding branch receivables.
- Review and analyze reports, financial statements and billing Fleet Management and Maintenance.
- Develop and oversee overall fleet strategy for Branch.
- Reformatting the branch from an economy focused to a luxury focused fleet while limiting risks in turn maximizing income.
- Manage the rate and market pricing in order to fully utilize the reformatted fleet to elevate income.
- Manage logistics and coordinate movement of new inventory.
- Manage logistics and coordinate movement of out of service vehicles to achieve timely repairs and income recovery.
- Uncover opportunities in fleet management methods to decrease expenses and increase profits.
ASSISTANT BRANCH MANAGER
Enterprise Holdings
01.2014 - 07.2018
- Evaluated budget plans and current costs to project trends and recommend updates.
- Grew branch from 250 cars to 405 before getting promoted.
- Increased customer service score from an 85% to 92%.
- Established action plans for team members and helped each person attain objectives.
- Oversaw office operations and maintained store compliance.
- Developed effective sales team members through highly individualized coaching.
Education
Bachelor of Arts - Psychology
University Of Maryland - Baltimore County
Baltimore, MD05.2015
Skills
- Team Management
- Account Management
- Verbal and written communication
- Negotiation and persuasion
- Software Applications: Microsoft Office Suite, Epic Systems, Saleforce, avidXchange, Concur, UltiPro, Ungerboeck
- Strategy development
- Client services
- Insurance- License No: 3001447173
- Data analysis
- Client Service
Timeline
Client Manager, Team Lead
Founder Shield
04.2022 - Current
ASSOCIATE BROKER
NFP
09.2020 - 04.2022
FEDERAL ACCOUNT EXECUTIVE
National Conference Services Inc
10.2019 - 09.2020
BRANCH MANAGER
Enterprise Holdings
08.2018 - 10.2019
ASSISTANT BRANCH MANAGER
Enterprise Holdings
01.2014 - 07.2018
Bachelor of Arts - Psychology
University Of Maryland - Baltimore County