Marla Reynolds
Batavia
Summary
Customer service professional with over seven years of experience at American Modern Insurance Group, demonstrating a strong commitment to detail and exceptional communication skills. Dedicated to leveraging extensive knowledge and leadership capabilities to support strategic initiatives that align with organizational goals and elevate service standards. Prepared to lead teams in achieving and exceeding objectives, significantly contributing to the overall success of the Customer Service Quality Team.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor I
American Modern Insurance Group
07.2022 - Current
- Lead and support associates in building and continuing their business knowledge, personal career development
- Conduct Dayshares and Mentorships for support team members interested in a Leadership position
- Promote a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improve customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhance team productivity through regular coaching, feedback, and performance evaluations.
- Maintain up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Assess team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively support associates by quickly responding to questions via phone, email and chat and finding appropriate solutions to customer issues.
- Conduct New Hire Interviews
Quality Analyst I – Customer Service
American Modern Insurance Group
03.2022 - 07.2022
- Analyzed quality and performance data to support operational decision-making.
- Provided post and real-time feedback and coaching to customer service associates
- Collaborated with peers to update annual Quality Scorecard to remain in compliance and maximize customer satisfaction
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
Customer Service Representative / Licensed Agent I – Customer Service
American Modern Insurance Group
08.2018 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Mortuary Science -
Cincinnati College of Mortuary Science
Cincinnati, OH01.2008
Associate of Science - undefined
Cincinnati College of Mortuary Science
Cincinnati, OH01.2007
Associate of Arts - undefined
University of Cincinnati
Cincinnati, OH01.2006
Skills
- Effective time management
- Strong organizational skills
- Effective team leadership
- Guiding professional development
- Effective troubleshooting abilities
- Strategic goal setting
Accomplishments
- USAA Marketing Incentive Top 3 Winner – October & November 2020, June, July & August 2021
- Authentic Expert Certification – August 2021
- Ammy Nomination – April 2023 / American Modern Insurance Group
- WINspiration Nomination – 2023 & 2024 / American Modern Insurance Group
- WIN Shero Nomination – April 2025 / American Modern Insurance Group
Training
- Authentic Expert Certification: AMIG – August 2021
- Self-Development Trainings: TMD/AMIG - Quality Standards, Facing Confrontation, Being a Good Mentor, Excel
Timeline
Customer Service Supervisor I
American Modern Insurance Group
07.2022 - Current
Quality Analyst I – Customer Service
American Modern Insurance Group
03.2022 - 07.2022
Customer Service Representative / Licensed Agent I – Customer Service
American Modern Insurance Group
08.2018 - 03.2022
Associate of Science - undefined
Cincinnati College of Mortuary Science
Associate of Arts - undefined
University of Cincinnati
Bachelor of Mortuary Science -
Cincinnati College of Mortuary Science
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