Matthew Reynolds
Huntsville,AL
Summary
Extensive experience providing management and implementation services with business-to-consumer and business-to-business markets. In-depth understanding of core business processes, including customer service development, public relations, and team management. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Relationship Specialist - Investments
REDSTONE FEDERAL CREDIT UNION
08.2015 - 10.2023
- Number 1 producing office, 7 out of 8 years, with 8 different offices.
- Assisted in driving production an avg of $720,000/year over the eight years in the role
- Over 1600+ clients managed by an office of two. Helped facilitate an average of 30-40 referrals for new business a month.
- Increased average production 42% in 7 years(2016,2017 - $635,000 avg to 2021,2022 - $906,217)
- Mentored junior team members on best practices for relationship management, contributing to overall team success.
- Participated in basic scheduling, and rearrangement of schedules. Answered office phone. Determined average number of appointments per week based on goals.
- Trained staff on what to look for, and how to develop referrals driving business and creating confidence in the membership. Led training once a quarter to increase confidence and develop education.
- Serviced Accounts in the full spectrum of Investment Office. Including basic information/questions, spreadsheets /lists, calling financial companies, research, compliance rules, attaining forms, filling out paperwork, distributions, follow up on processed forms, and covering all information during meetings for clients.
- Assesses and evaluates members needs based on referrals. Offers an alternative direction, or set up an appointment, based on a beneficial fit.
- Managed sensitive situations diplomatically while maintaining strict confidentiality standards in handling personal client information.
- Generated new business opportunities by actively referring clients to relevant products and services.
- Consistently met or exceeded sales targets through proactive engagement in relationship-building activities.
- Provided timely and accurate information to clients regarding their accounts, transactions, and financial goals.
- Recognized as a top performer/office in the division due to consistently exceeding customer service expectations and driving revenue growth.
- Conducted regular reviews of client portfolios to ensure alignment with risk tolerance levels and investment objectives.
Teller
Redstone Federal Credit Union
02.2008 - 08.2015
- Selected as the New Teller Trainer, and backup cashiering supervisor, for the last 6 years in the role.
- Selected as Super User for the branch. P.O.C. and head trainer for all tellers at my branch, as we were moving to a new software system.
- Selected as United Way liaison (5 years)for our branch, during internal fundraising/donation to local charities.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Educated customers on use of banking website and mobile apps.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Cultivated accounts and provided superior customer service for high-volume financial institution
- Established and maintained constructive relationships with members and staff to ensure maximization of accounts, services, and weekly repeat business
- Acts as integral part of the branch function and assists in successfully growing company revenues
- Assesses and evaluates members needs and expectations and offered effective solutions
- Understands background knowledge, principles, and procedures for effective position performance
- Exhibits professional work behaviors and positive attitudes in conformance with policies, standards and conduct expected
- Participates in the full spectrum of the teller line process, including, new accounts, services offered, up-selling, and customer service.
Resident Assistant
Troy University Housing and Residence Life
07.2006 - 05.2007
- Provide comprehensive resident services for University housing facility
- Responsible for direct resident care and managing a number of dorm rooms on a hall ( 30 students)
- Attended, participated, and contributed to monthly staff meetings addressing resident needs.
- Responded to room transfers, incident reports, and maintenance requests.
- Act as liaison between students and other University departments, ensuring efficient and effective communication
- Participate in full spectrum of the management process including: public relations, leadership development, and student care and education
- Initiated interaction among residence hall students, faculty, campus administrators, and the community
- Actively participate in recruitment and selection of new staff members
- Assisted with move-in/move-out processes, reducing wait times and ensuring smooth transitions for incoming and outgoing residents.
- Maintained detailed room/hall records and reports, ensuring streamlined organizational processes.
Kitchen Manager
Brittany's Restaurant
07.2004 - 03.2005
- Went from bus boy to being offered the GM position in nine months time.
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Improved kitchen efficiency by implementing streamlined processes and optimizing staff scheduling.
Education
B.S., Biology -
Troy University
01.2007
Skills
Training and mentoring
Schedule Management
Inter-department collaboration
Customer Service
Relationship Building
Business Management
Program Management
Open-mindedness
Self-awareness
Active Learning
Patience and Tolerance
Certification
- American Pharmaceutical Sales Association, 2007
- Life and Health Insurance License 2022
Exemplary accomplishments
Successful record of working with teams in the development of high-quality deliverables. Consistently meet or exceed goals. Extremely high standard of excellence, original thinking, passion for the process of discovery, and a willingness to take risks. Was invited and presented at three University-based national conventions. Successfully completed American Pharmaceutical Sales Association’s Level I Pharmaceutical Sales certification program.
High impact communication
Ability to educate, sell and task complicated projects in an environment where individuals are not scientifically or business savvy. Demonstrated a successful career in communicating with clients and employees from different education levels. Experienced and learned techniques are perfectly suited for researching and selling medications in the pharmaceutical community.
Projectmanagementandbusinessacumen
Able to define, communicate and fulfill project goals and break complex issues into manageable parts. Demonstrated performance has resulted in a successful career and produced highly satisfied clients. Proven record of leading successful teams to achieve desired goals. Extremely adept at multi-tasking and time management.
Personal Information
Title: Business and Sales Professional
Timeline
Relationship Specialist - Investments
REDSTONE FEDERAL CREDIT UNION
08.2015 - 10.2023
Teller
Redstone Federal Credit Union
02.2008 - 08.2015
Resident Assistant
Troy University Housing and Residence Life
07.2006 - 05.2007
Kitchen Manager
Brittany's Restaurant
07.2004 - 03.2005
B.S., Biology -
Troy University
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