MATHEW HESS
Saint Paul,MN
Summary
Personable Customer Service professional offering over 18 years of experience resolving account and service concerns for insurance customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
24
24
years of professional experience
Work History
BioMedical Services Phlebotomist/Staging
American Red Cross
Saint Paul, MN
11.2019 - Current
- Provided Health History exams and Phlebotomy services to new and existing donors.
- Assisted in the QC of all equipment and supplies and made sure inventory is rotated to maintain quality control.
- Assisted donors with customer service and donation inquires
- Maintained strict adherence to laboratory guidelines and regulations, verifying safety and protective procedures.
- Demonstrated respect, friendliness and willingness to help wherever needed
Claim Professional Upper Midwest Auto
Travelers Insurance
Saint Paul, MN
03.2012 - 08.2019
- Updated customers on status of repairs and worked with partners to make sure repairs were done correctly and in a timely manner.
- Managed claims coming into the Concierge shop to completion.
- Assisted with claims assigning to the correct appraiser’s and reassign to even out the daily workload and investigating unassigned claims for assignment.
- Maintained records for the Concierge shop on a daily and monthly basis for reporting to management
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
Corporate Records Contractor
Kelly Services/Travelers Insurance
Saint Paul, MN
02.2011 - 02.2012
- Assisted the corporate records department in the conversion of claim files from various field offices and record centers into the Travelers record retention system.
- Trained new hires as well as quality checking of employee’s daily work.
- Led projects and analyzed data to identify opportunities for improvement
Notice of loss coordinator
Travelers Insurance
Saint Paul, MN
01.2003 - 06.2010
- Managed the daily operation of first reported claims to the group that exceeded $1M + and assigned them accordingly among claim adjusters
- Handled lower severity BI and PD claims.
- Maintained various spread sheets on the groups claim activities and insured's interests.
- Developed team communications and information for meetings
Claim Support Specialist
Travelers Insurance
Saint Paul, MN
01.2001 - 01.2003
- Provided claim support to both the medical group and the claim file review group over a period of 2 years.
- Extensive travel supporting other offices while in the medical claim group.
- Maintained claim and expense records with accuracy and efficiency.
- Resolved policyholders questions and concerns with little oversight.
- Used Microsoft Word and other software tools to create documents and other communications
Education
No Degree - Film/Screen Writing
Minneapolis Community College
Minneapolis, MNNo Degree - Audio & Video Production
Minneapolis School of Communication Arts
Minneapolis, MNSkills
- Records Maintenance
- Customer service
- Planning and Coordination
- Detail-oriented
- Report preparation
- Administrative support
Timeline
BioMedical Services Phlebotomist/Staging
American Red Cross
11.2019 - Current
Claim Professional Upper Midwest Auto
Travelers Insurance
03.2012 - 08.2019
Corporate Records Contractor
Kelly Services/Travelers Insurance
02.2011 - 02.2012
Notice of loss coordinator
Travelers Insurance
01.2003 - 06.2010
Claim Support Specialist
Travelers Insurance
01.2001 - 01.2003
No Degree - Film/Screen Writing
Minneapolis Community College
No Degree - Audio & Video Production
Minneapolis School of Communication Arts
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