Matthew Hufham
Summary
Driven Insurance Agent with expertise in promoting insurance options, determining clients' needs and detecting potential clients. In-depth knowledge of claims processing, database management and correspondence. Outstanding analytical, interpersonal and organizational skills. Dedicated to expediently resolving insurance issues and exceeding client expectations. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Licensed Health Insurance Agent
SG Benefit Providers
05.2024 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
- Maintained compliance with all industry regulations while completing paperwork accurately and efficiently.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
Supervisor
GTI INDUSTRIES INC.
10.2020 - 04.2024
- Taught co-workers to follow implemented safeguards and established direct lines of communication for accountability and compliance.
- Collaborated with highly trained team to promote and establish consistent cash handling protocol.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Processed refunds for worn, damaged and broken merchandise.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Processed sales transactions to prevent long customer wait times.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Established company policies regarding management of daily cash totals and security during busy times.
Debit Card Fraud Specialist
Bank of America
07.2020 - 10.2020
- Monitor real time queues and identify high risk transactions within individual banking accounts.
- Observe customer transactions to identify fraudulent activity.
- Resolve queued transactions within the service level agreements to reduce potential revenue losses.
- Interact with banks and customers to validate information and to confirm or cancel authorizations.
- Resolve customer issues within the scope of existing service level agreements.
- Monitor customer and transactional records Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
- Ensure confidentiality of all information collected during investigation.
- Determine existing fraud trends by analyzing accounts and transaction patterns. Identify system improvements to prevent fraudulent activities
Client Service Representative
Harbor Spice
03.2020 - 07.2020
- Assisted customers with answering questions, resolving issues and complaints with a high volume of calls and face-to-face interactions.
- Respond to customer inquiries and sales contacts daily via email.
- Process ongoing invoicing, filing and inventory.
- Maintained updated knowledge of products and costs.
- Handled small product packing, calculation of shipping costs and print labels
Customer Service Associate
Kohls Department Store
08.2019 - 05.2020
- Assisted clients with finding products online and in person.
- Answered incoming calls to assist with customer inquiries and complaints. Stock products and place signage.
- Process Amazon returns
Client Service Representative
H&r Block
01.2012 - 04.2019
- Expertly assisted with customer service functions including answering phones and assisting clients at the front desk to provide information about services.
- Answered questions about pricing of services and tax preparation products.
- Performed sales calls to promote new products and book tax season appointments.
- Filed tax documents, worked within the POS system and made nightly deposits.
- Won site sales competitions (2012, 2014 & 2015) for creative ideas to draw new customers to the location.
Third Key Manager
FYE
08.2012 - 02.2015
- Managed retail staff of six including scheduling, assigned daily tasks and workflow and participated in the hiring selection process (interviewing).
- Counted the safe and register at the beginning and end of each day. Updated the way the store looks based on corporate wants.
- Prepared items for sales and promotions. Ensured every customer was greeted and received outstanding service.
Education
High School Diploma -
Fallston High School
Fallston, MD04.2012
Skills
- Processes and Procedures
- Experience in Leadership
- Content Management Expertise
- Quantitative Skills
- Organizational Skills
- Active Listening
- Improvement Plan Knowledge
- Data Management
- Customer Service
- Planning & Organizing
- Training & Development
- Problem Resolution
- Good Work Ethic
- Team Building
- Conflict Resolution
- Computer Skills
- People Skills
- Team Management
- Friendly, Positive Attitude
- Supervision & Leadership
- Critical Thinking
- Quotes and sales
- Customer follow-up
- Policy analysis
- Problem-solving abilities
- Multitasking
Timeline
Licensed Health Insurance Agent
SG Benefit Providers
05.2024 - Current
Supervisor
GTI INDUSTRIES INC.
10.2020 - 04.2024
Debit Card Fraud Specialist
Bank of America
07.2020 - 10.2020
Client Service Representative
Harbor Spice
03.2020 - 07.2020
Customer Service Associate
Kohls Department Store
08.2019 - 05.2020
Third Key Manager
FYE
08.2012 - 02.2015
Client Service Representative
H&r Block
01.2012 - 04.2019
High School Diploma -
Fallston High School
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