Matthew Hinds
Phoenix,AZ
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
20
20
years of professional experience
Work History
Senior Escalations Specialist
Target.com
06.2020 - 02.2024
- Handled multi-media environment (e-mails, phone calls, chats, cases and letters )
- Made decisions and resolved guest concerns in a courteous, helpful manner by providing excellent guest service skills
- Anticipated problems (and escalated when appropriate), demonstrated strong prioritization and organization skills, catches errors, and takes action to complete tasks accurately and on time.
Technical Support
Asurion
03.2018 - 06.2020
- Assist customers with a variety of technical support needs for total home set up within a complex network
- Ability to provide next steps options to customers to resolve their issues including claim filing
- Providing education and device optimization suggestions for mobile devices, tablets, computers, laptops, Smart TV's, home entertainment.
Insurance Specialist
RemX/ Mckesson
10.2017 - 03.2018
- Investigated patients benefits to determine eligibility
- Analyzed and assembled patient data to upload and use for eligibility cases
- Assited patients with gaining prior authorizations for patient assistance programs
- Recruited to help with special projects for Health care providers, pharmacies, and patients
- Assisted Provides with benefit inquires and eligibility cases for our mutual patients and directed them to alternate assistant programs if eligibility was not met.
Member Services Representative
Optum/Connextions
01.2014 - 09.2017
- Assisted policyholders with questions regarding plan benefits such as formulary, provider and hospital coverage
- Followed close protocol for HIPAA laws
- Documented and submitted member grievances and appeals
- Supplied members with preventive health information and assisted them with making doctor appointments for important screenings
- Submitted prior authorization request for medications and services, etc.
Member Services Representative
Catamaran
11.2012 - 11.2013
- Liaisons with the Pharmacy Services and other internal representatives of ancillary benefit products
- Handled incoming calls from policyholders, responding to inquiries & eligibility resolving problems and correcting policy errors
- Followed a close protocol for HIPPA laws
- Monitors pharmacy product processes; acts as a liaison in assisting members with enrollment, change, billing, and prior authorization requests
- Verify eligibility of member and status of Commercial accounts by looking up information in RxCLAIM as necessary.
Inside Sales/Customer Service Representative
Safelite Auto Glass
08.2011 - 10.2012
- Assisting customers with repairs to their windshield
- Professionally answers incoming phone calls from policy holders, insurance agents, and/or auto glass shops
- Accurately enters auto glass loss information into the production database
- Verifies customer insurance coverage and deductible amounts for the vehicle involved, and communicates the information to the customer
- Using the production/shop locator system, locates an auto glass vendor that can service the customer’s vehicle quickly and conveniently
- Using knowledge of auto glass parts qualifies the damage for a windshield repair or selects the appropriate glass part for replacement
- Uses the appointment scheduling system in production to schedule appointments for service at Safelite store locations, or contacts non-Safelite vendors to arrange an appointment for the customer.
Customer Service Representative
DHL
08.2010 - 02.2011
- QSR Troubleshooting/Customer Service
- Handling shipping information for customers
- Supplying correct documentation for shipping and receiving materials.
Customer Service Representative
IQOR
06.2008 - 07.2010
- Maintaining and deepening customer relationships
- Manage customers’ accounts
- Use database system to correct, or change, customer’s accounts
- Use database system to schedule, cancel, or reschedule pickups
- Walk clients through troubleshooting with any difficulties they may have
- Solving customer issues that are emailed to the help desk
- Fulfilling customer’s request regarding issues faced while using website
- Guiding customer’s to the appropriate department
- Troubleshooting failed attempts and following escalation process with IT to resolve system issues.
Tool Consultant/Sales & Inventory
Sears
03.2005 - 06.2008
- Ensure that each customer receives outstanding service by providing a friendly environment which includes greeting and acknowledging every customer and maintaining solid project knowledge and all other aspects of customer service
- Maintain an awareness of all promotions and advertisements
- Aid customers in locating merchandise
- Communicate customer request to management
- Assist in ringing up sales at registers and/or bagging merchandise.
Customer Service Associate
Target
10.2003 - 03.2004
- Answer customer’s questions, and provide information on procedures or policies
- Compute and record totals of transactions
- Establish or identify prices of goods, and services
- Greet customers entering store
- Issue receipts, refunds, credits, or change due to customers
- Maintain clean and orderly checkout areas
- Package finished product for shipping
- Unload materials from truck
- Complete daily logs
- Communicate with operators from other shifts
- Responsible for quality control.
Education
H.S. Diploma - General Studies
Hamilton High School
Chandler, ArizonaSkills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Advanced Communication
- Proficient in Software
Timeline
Senior Escalations Specialist
Target.com
06.2020 - 02.2024
Technical Support
Asurion
03.2018 - 06.2020
Insurance Specialist
RemX/ Mckesson
10.2017 - 03.2018
Member Services Representative
Optum/Connextions
01.2014 - 09.2017
Member Services Representative
Catamaran
11.2012 - 11.2013
Inside Sales/Customer Service Representative
Safelite Auto Glass
08.2011 - 10.2012
Customer Service Representative
DHL
08.2010 - 02.2011
Customer Service Representative
IQOR
06.2008 - 07.2010
Tool Consultant/Sales & Inventory
Sears
03.2005 - 06.2008
Customer Service Associate
Target
10.2003 - 03.2004
H.S. Diploma - General Studies
Hamilton High School