Kristen Matsen
Las Vegas,NV
Summary
Customer service oriented individual with over 15 years of experience. Diverse background of skills; passionate about providing professional, exceptional, and knowledgeable service at all times. Goal-oriented and focused on growing with a company that is passionate about their employees, and creating a positive experience in the workplace. Authorized to work in the US for any employer
Overview
14
14
years of professional experience
Work History
Legal Customer Support Administrator
Legacy Capital Services
Las Vegas, NV
08.2025 - Current
- Manage inbound client calls and emails.
- Accurately and thoroughly input and maintain sensitive client information and interactions.
- Assist Attorneys in identifying legal documents.
- Research and case management.
- Analyze client needs and identify solutions to resolve concerns.
- Work closely with legal, documents, payments, and retention teams to foster a collaborative and efficient work environment.
- Client Care Outreach: Outreach to clients to obtain/relay information for various departments including legal, accounting, documents, retention and affiliate requests.
- Schedule Summons Fees and Account Payoffs.
- Inform client's ELP Process of resolving debts through legal dispute.
- Reliable and consistent work ethics reflected in KPI's.
- Leadership Skills: Helping in Client Care Chats to assist other agents when the Leads are in meetings.
- Assisted in training agents for Client Care Outreach Progression Program.
Call Transfer Agent
Hilton Grand Vacations
Las Vegas, NV
10.2024 - 02.2025
- Collaborated with internal teams to resolve any customer issues or concerns in a timely manner.
- Demonstrated expertise on product features/advantages/benefits during client interactions which resulted into sales for the company.
- Built strong rapport with clients through regular communication channels including phone calls, emails, meetings, etc.
Office Manager
Pagano Funeral Home
Garnet Valley, PA
08.2020 - 07.2022
- Planned and coordinated funeral services, ensuring all arrangements were executed with sensitivity and professionalism.
- Managed all necessary paperwork such as death certificates, permits, and legal documents required for burial or cremation processes.
- Coordinated with cemetery staff to schedule burials or interments according to the family's preferred date and time.
- Worked closely with clergy members or celebrants to plan religious or non-religious ceremonies that aligned with the family's wishes.
- Maintained accurate records of all funeral arrangements made.
- Handled financial transactions related to funerals such as collecting payments from clients and managing invoices from suppliers/vendors.
- Provided guidance on obituary writing and placement in newspapers or online platforms.
Head Teller
TD Bank
Chadds Ford, PA
12.2016 - 07.2020
- Oversaw daily operations of the teller line, ensuring adherence to bank policies and procedures.
- Performed regular audits to verify cash balances and identify discrepancies, resulting in improved accuracy.
- Managed a team of 5 tellers, providing guidance and support for efficient and accurate transaction processing.
- Maintained a high level of customer service by resolving complex issues and addressing customer complaints promptly.
- Collaborated with other departments to implement cross-selling strategies, increasing product penetration.
- Ensured compliance with regulatory requirements related to cash handling.
- Collaborated with management team to develop strategies for achieving branch goals.
- Responsible for opening/closing the branch according to established guidelines.
- Investigated and resolved discrepancies in cash balances, ensuring accuracy of financial records.
Adult Day Instructor
Elwyn Media
Media, PA
08.2012 - 07.2016
- Provided daily living activities, safety, community inclusion, and interaction with others.
- Supervised, instructed, supported and provided guidance to 6 assigned persons served in accordance with the individuals' support plans.
- Provides personal care to individuals as needed.
- Participated in the Interdisciplinary Team (IDT) process in support of the support plan.
- Completed paperwork and maintained all documentation as required and as determined by program management for the program site; e.g., attendance reports, daily goal reports, assessments, etc.
Education
BA - Psychology
Misericordia University
Dallas, PA05-2012
Skills
- Microsoft Office
- Organizational skills
- Strong Communication Skills
- Problem solving
- Training & development
- Data entry
- Phone etiquette
- Time Management
- Leadership skills
- Customer Service
- Empathetic and Reassuring
Client Care MVP
Recognized by my leadership team and peers for excelling in my position.
Timeline
Legal Customer Support Administrator
Legacy Capital Services
08.2025 - Current
Call Transfer Agent
Hilton Grand Vacations
10.2024 - 02.2025
Office Manager
Pagano Funeral Home
08.2020 - 07.2022
Head Teller
TD Bank
12.2016 - 07.2020
Adult Day Instructor
Elwyn Media
08.2012 - 07.2016
BA - Psychology
Misericordia University