Jeremy Reynolds
Fort Mill,SC
Summary
Accomplished professional with a proven track record, excelling in customer service and sales. Leveraged technical support skills to enhance client satisfaction and drive business growth. Recognized for achieving top agent status and consistently surpassing performance targets. Adept at data analysis and fostering strong client relationships, contributing to organizational success.
Overview
17
17
years of professional experience
Work History
Contact Center Representative
TD BANK
Charlotte, NC
02.2024 - Current
- Engaged prospective customers via live chat, phone, email, and SMS to support informed decisions in consumer banking services.
- Delivered positive, professional inbound customer service, ensuring efficient issue resolution under all conditions.
- Resolved customer concerns on first contact, ensuring timely escalation of complex issues to supervisors when necessary.
- Ensured accuracy of customer transactions for digital banking products, promptly escalating high-risk activities to maintain security.
- Executed a wide range of financial transactions accurately and efficiently, including account transfers and debit card disputes.
- Employed a consultative approach to understand customer needs, facilitating cross-sell opportunities and referrals to internal partners.
- Maintained punctuality while receiving and making customer calls throughout the shift.
- Contributed to business objectives by suggesting process improvements and participating in performance development activities.
Business SMB Sales Representative
Spectrum
Charlotte, NC
09.2021 - Current
- Understood Spectrum Business products and services (Internet, Voice & Video) to effectively sell to new acquisition prospects and upsell existing customers through outbound calls in a call center environment.
- Achieved monthly sales quota by adding new lines of service and meeting established activity targets and key performance indicators, including outbound calls, follow-up calls, quotes sent, and sales.
- Informed prospects of product pricing model and Spectrum Business' competitive advantages over other service providers.
Outbound Contact Center Representative/Training ambassador
LendingTree
Charlotte, NC
01.2019 - 09.2021
- Led student loan refinancing campaigns and served as a top agent in credit repair.
- Led student loan refinancing campaigns and served as a top agent in credit repair.
- Called customers in California market for Rulo and Local Lo pilot campaigns, informing them of local lenders available to assist with home searches and in-person meetings.
- In all lines of outbound business I remained in the top 3 agents since my start in January 2019 to present and was chosen to assist outbound campaigns as well as new hires as a lead at night through working from home.
Customer Care/Retention/Sales
Conduent
Charlotte, NC
01.2018 - 12.2018
- Handled inbound calls focused on processing new phone orders, establishing new contracts, and retaining customers considering cancellation of service.
- Managed 50 to 100 calls daily while making outbound calls to new customers for upgrades, troubleshooting, and resolving escalated call plan issues.
- Ranked in top percentile for attendance and accessory add-on sales during May 2018 and July 2018.
Service Agent 2/Team lead
American Red Cross
Charlotte, NC
02.2016 - 11.2017
- Bonused 8 months straight as top agent scheduling at Least 450-550 appointments a month, 2 time employee of the month & several perfect attendance awards.
- Conducted outbound calls and managed inbound scheduling for new donors of blood, plasma, platelets, and double red cell donations.
- Coached new employees and teammates on effective appointment scheduling, handling rejections, and navigating screening processes.
- Provided information to donors about blood types and their significance.
Offline DRT Case Manager/Technical & Delivery Specialist
Sears Roebuck Call Center (Worldwide)
Round Rock, TX
08.2014 - 12.2015
- Managed recovery efforts to retain sales for members dissatisfied with products and escalated calls as necessary.
- Troubleshot technical difficulties for Sears members with large appliances and coordinated delivery of items purchased at retail stores and Sears.com.
- Received Employee of the Month recognition for exceptional performance in September 2015.
Machine Operator/Assembler
3M
Austin, TX
03.2014 - 07.2014
- Set up machines at the beginning of shift to ensure proper working order.
- Calibrate machines at the beginning of each shift.
- Recalibrate machines at the end of each shift.
- Maintain and clean machines before and after each shift to ensure optimal operating conditions.
- Monitor Machines during every procedure to ensure optimum running.
- Troubleshoot problems during machine operation.
- Perform testing procedures to ensure that machines work optimally during the production procedures.
- Perform random tests to ensure accuracy.
- Conducted safety checks on every machine to uphold workplace safety standards.
- Manage periodic checks on output to ensure machines produced quality products.
- Ensure that regular and preventative maintenance procedures are carried out.
- Feed information akin to speed, shapes and sizes through the machine set up box.
- Placed components into semi-automated machines for assembly.
- Ensure stocks of Needed materials are ready and available at all times.
- Create and maintain activity logs.
- Provide relevant information regarding progress to supervisors.
Desktop Support Team Member
The Home Depot Corporation
Saginaw, MI
10.2011 - 10.2013
- Supported a robust Microsoft-based network running NT/2000 and Exchange Server, providing expertise in PC, MAC, and laptop environments.
- Monitored daily system performance to proactively identify and address issues.
- Troubleshot network usage and computer peripherals to resolve technical problems.
- Install and maintain network hardware and software.
- Resolve network communication problems independently.
- Set up user accounts on network systems.
- Assist with PC installation, maintenance, email administration, and disk capacity monitoring and network security.
- Facilitated hardware and software procurement through purchase orders and administrative support.
- Deployed new software applications on devices.
- Perform system backups and data recovery.
Medicaid Claims Clerk
Michigan Medicaid & Healthcare
Bridgeport, MI
03.2010 - 10.2011
- Collects and organizes data, answers routine program inquiries, examines utilization patterns, assists in developing Procedures, and performs other similar tasks.
- Provides basic technical assistance to Medicaid Specialists, unit supervisors, or program administrators in Specialized areas of the Medicaid Program.
- Locates, organizes, and performs routine analyses on information from various sources (reports, procedure manuals, and medical references) pertaining to claims payments, recipient and provider statistics, insurance payments and Coverage, provider enrollment, and utilization patterns.
- Examined provider and recipient utilization data to identify instances of fraud, program abuse, inappropriate usage, and system errors.
- Explains well-established state Medicaid rules to providers, recipients, professional associations, governmental Agencies, attorneys, other individuals, and groups; refers more difficult problems and questions to appropriate staff.
- Reviews standard program forms and various reports prepared by non-agency sources for compliance with Established criteria.
- Reviews internal bulletins, forms, manual revisions, fee schedules, and computer generated reports for conflict with Established procedures and processes.
- Maintains computer files by entering data or directing clerical staff to enter data, such as: insurance information, Pricing files, provider manuals, and mailing lists.
- Administered Medicaid master provider agreements, ensuring compliance with regulatory standards and accuracy in documentation.
- Participated in collaborative meetings with fiscal agent and staff to identify issues and develop effective solutions.
- Prepares routine reports, studies, and documentation needed to make decisions and complete advanced projects.
- Attends and participates in workshops and training sessions to improve technical competence.
- Oversaw daily activities of clerical staff to ensure efficient operations.
- Executed additional tasks to support team operations.
Line cook & food preparation supervisor
Westcourt Retirement Home
Saginaw, MI
10.2008 - 03.2010
- Line cook & food preparation supervisor.
- Managed inventory supplies to ensure consistent availability of ingredients.
- Supervised residents and staff to ensure quality food service.
Education
Business Management -
University Of Michigan
Ann Arbor, MI05-2008
Skills
- Customer Inquiry Handling
- Customer Service
- Order Processing
- Correspondence Management
- Invoices
- Financial Statements
- Accounts Receivable
- Insurance
- Sales
- Data Reporting
- Product Knowledge
- Product Assistance
- Typing
- Appointment Scheduling
- Schedule Coordination
- Numeric
- Spreadsheets
- Startalk
- Technical Troubleshooting
- Network Operations
- Data Security
- Transaction Processing
- Administrative Support
- Inquiries
- Customer Feedback
- Credit
- Inventory
- Macintosh
- PC
- Macintosh
- PC
- Transaction Processing
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information
Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft Internet Explorer, Microsoft Project, Microsoft Visio, Avaya 1x Manager, Advanced, Expert, Advanced, Advanced, Advanced, Advanced, Advanced, Intermediate, Intermediate, Intermediate, Intermediate, Advanced, Advanced, Advanced, Advanced, Intermediate, Intermediate, Advanced, Beginner, Expert, Intermediate, Advanced, Intermediate, Advanced, Beginner, Beginner, Beginner, Advanced, Expert, Intermediate, Advanced, Expert, Beginner, Intermediate, Beginner, Expert, Intermediate, Expert, Intermediate
Timeline
Contact Center Representative
TD BANK
02.2024 - Current
Business SMB Sales Representative
Spectrum
09.2021 - Current
Outbound Contact Center Representative/Training ambassador
LendingTree
01.2019 - 09.2021
Customer Care/Retention/Sales
Conduent
01.2018 - 12.2018
Service Agent 2/Team lead
American Red Cross
02.2016 - 11.2017
Offline DRT Case Manager/Technical & Delivery Specialist
Sears Roebuck Call Center (Worldwide)
08.2014 - 12.2015
Machine Operator/Assembler
3M
03.2014 - 07.2014
Desktop Support Team Member
The Home Depot Corporation
10.2011 - 10.2013
Medicaid Claims Clerk
Michigan Medicaid & Healthcare
03.2010 - 10.2011
Line cook & food preparation supervisor
Westcourt Retirement Home
10.2008 - 03.2010
Business Management -
University Of Michigan