Hi, I’m
Tina Reed
Anderson,USA
Summary
Professional with strong experience in client relationship management, well-prepared to enhance customer satisfaction and retention. Adept at driving impactful initiatives through strategic communication, conflict resolution, and problem-solving. Valued for collaboration, dependability, and adaptability in dynamic environments. Skilled in CRM software, customer service, and managing client expectations.
Overview
29
years of professional experience
Work History
FARMERS INSURANCE AGENCY/NAZE PERRY INSURANCE AGENCY
Licensed Insurance Producer/CSR
04.2021 - Current
Job overview
- Educated insureds on filing claims, explained liability decisions, and communicated with the adjuster
- Expert-level knowledge of liability coverage with ability to communicate/educate customers
- Provided exceptional customer service, addressing client concerns promptly and effectively.
- Managed multiple accounts simultaneously while prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation with clients.
FARMERS INSURANCE
Customer Service Representative - Claims/Policy Service
12.2017 - 06.2021
Job overview
- Initiated auto and home claims by obtaining preliminary loss information from agents, insureds and third parties.
- Provided customers with explanation of deductibles, claims process, authorized roadside services.
- Represented team needs on CSA Board, Flash Review Team, and Priority Resolution Team member
- Top performer on team for metrics and provided training to teammates on best practices.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
AMERICAN EXPRESS
Client Care Professional
02.2016 - 11.2017
Job overview
- Grew and nurtured relationships on every call that result in measurable card member value.
- Increased offer rate from 6% to over 50% during first 12 months
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure to small business clients.
- Proactively addressed potential client concerns, preventing escalated issues and maintaining brand loyalty.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
- Leader in sales since joining the team in May 2016.
- Received Top Tier sales recognition three months in a row in 2016.
NORTERRA ANIMAL HOSPITAL
Client Relationship Specialist
01.2015 - 2016
Job overview
- Maintained lobby, treatment rooms, and grooming facilities to ensure clean and sanitary conditions.
- Managed all aspects of busy veterinary front office, answering telephones, scheduling appointments, checking in/out clients while controlling work flow for veterinary technicians.
- Provided outstanding customer support, responding quickly and diplomatically to client concerns to ensure superior service and satisfaction.
- Entered data in the financial management software, processing payment transactions, returns, and client account adjustments and balancing books at the end of day.
CLOSET CANDY BOUTIQUE
Customer Service Manager/Warehouse Assistant
01.2014 - 01.2015
Job overview
- Earned management promotion after six weeks.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Turned around the backlog of vendor defects and returns within one month, effectively resolving issues with product defects, credits, and shipping and ordering.
- Took ownership of customer issues and followed problems through to resolution while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Created and reviewed invoices to confirm accuracy.
HYATT PLACE, WESTIN KIERLAND, HOTEL INDIGO
Shift Supervisor/Gallery Host/Night Auditor
01.2011 - 01.2014
Job overview
- Coordinated hospitality services during conversion, construction, and re-opening of Hyatt Place Chandler, maintaining brand standards.
- Instrumental in maintaining Top 10 status of hotel among brands.
- Trained new employees and delegated daily tasks and responsibilities.
- Received promotion to shift supervisor in 2013.
- Responsible for coordinating work flow among staff by prioritizing and delegating tasks.
- Earned Team Member of the Month in April 2013.
- Prepared night audit training manual
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
YMCA OF GREATER INDIANAPOLIS
Team Leader/Supervisor, Child Watch
01.2002 - 01.2012
Job overview
- Supervised staff of 4 to 15 employees in childcare drop-off center while maintaining adequate staff/child ratios to comply with state and federal regulations.
- Tactfully resolved complaints and issues resulting from an unpredictable childcare environment. Earned AED/First Aid/CPR certifications.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
OAK HILL MANSION
Event Captain/Manager on Duty
01.2000 - 01.2011
Job overview
- Oversaw all banquet operations for events costing $10K +, ensuring set up or reset was completed promptly and accurately, and liaising among 5-20 employees (front-of-house (FOH) and back-of-house (BOH) staff) to provide the best possible service.
MARION COUNTY PUBLIC DEFENDER AGENCY
Event Coordinator/Executive Assistant
01.1997 - 01.2002
Job overview
- Coordinated events for more than 200 attorneys, including scheduling Continuing Legal Education (CLE) classes, fundraisers, and public service events.
- Maintained calendar and trial schedule for Chief and Deputy Chief Public Defenders, coordinated travel for professional witnesses in capital murder trials.
- Designed, drafted, and disseminated monthly newsletter for agency attorneys and public sector.
- Participated in preparation of the annual operating budget for Marion County Public Defender Agency.
- Researched grant opportunities and presented information to state agencies, earning the first “Above and Beyond” award.
Education
Ball State UniversityMuncie, IN
Bachelor of Science from Journalism And Political Science
University Overview
- Dean's List three semesters
- Pride of MidAmerica Marching Band
Skills
- Training and mentoring
- Customer service
- Problem-solving
- Time management
- Multitasking Abilities
- Calm and professional under pressure
- Excellent communication
- Schedule and account management
- Call center experience
- Proficient in Salesforce, CRM software, Microsoft Office
Timeline
Licensed Insurance Producer/CSR
FARMERS INSURANCE AGENCY/NAZE PERRY INSURANCE AGENCY
04.2021 - Current
Customer Service Representative - Claims/Policy Service
FARMERS INSURANCE
12.2017 - 06.2021
Client Care Professional
AMERICAN EXPRESS
02.2016 - 11.2017
Client Relationship Specialist
NORTERRA ANIMAL HOSPITAL
01.2015 - 2016
Customer Service Manager/Warehouse Assistant
CLOSET CANDY BOUTIQUE
01.2014 - 01.2015
Shift Supervisor/Gallery Host/Night Auditor
HYATT PLACE, WESTIN KIERLAND, HOTEL INDIGO
01.2011 - 01.2014
Team Leader/Supervisor, Child Watch
YMCA OF GREATER INDIANAPOLIS
01.2002 - 01.2012
Event Captain/Manager on Duty
OAK HILL MANSION
01.2000 - 01.2011
Event Coordinator/Executive Assistant
MARION COUNTY PUBLIC DEFENDER AGENCY
01.1997 - 01.2002
Ball State University
Bachelor of Science from Journalism And Political Science
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