MATTHEW PERSAID
FREDERICKSBURG,VA
Summary
Adept at claims investigation and fostering customer satisfaction, I excelled at GEICO by negotiating settlements and identifying fraud, significantly minimizing financial risks. My critical thinking and advanced communication skills enhanced team performance and service levels across roles, including a notable increase in customer retention rates at Gatestone & Co. International. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Claims Adjuster
GEICO
09.2021 - Current
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Identified potential fraud indicators early in the investigation process, protecting company assets from potential losses due to fraudulent activity.
Dispatcher
LIFECARE MEDICAL TRANSPORTS
07.2021 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 32 fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Retention Supervisor
Gatestone & Co. International
04.2018 - 03.2021
- Streamlined communication between Retention Supervisor roles across different locations to ensure consistency in approach and best practices sharing.
- Championed a customer-centric culture, instilling a strong focus on delivering outstanding service and support across the entire department.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Increased customer retention rates by developing and implementing effective retention strategies.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
Workforce Real Time Analyst
Alorica
09.2015 - 03.2018
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
Mail Processing Clerk
ANTHONY KANE & ASSOCIATES
09.2013 - 08.2017
- Proved successful working within tight deadlines and a fast-paced environment.
- Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
- Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.
- Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
- Prevented loss of critical documents by thoroughly inspecting all incoming materials for damage or tampering prior to distribution within the facility.
Education
High School Diploma -
CHANCELLOR HIGH SCHOOL
Spotsylvania, VA05.2007
Skills
- Claims Investigation
- Highly motivated
- Claims Processing
- Advanced oral and written communication skills
- Technical knowledge
- Report Writing
- Best Practices Implementation
- Advanced computer skills
- Data Analysis
- Critical Thinking
- Customer service and support
Timeline
Claims Adjuster
GEICO
09.2021 - Current
Dispatcher
LIFECARE MEDICAL TRANSPORTS
07.2021 - Current
Retention Supervisor
Gatestone & Co. International
04.2018 - 03.2021
Workforce Real Time Analyst
Alorica
09.2015 - 03.2018
Mail Processing Clerk
ANTHONY KANE & ASSOCIATES
09.2013 - 08.2017
High School Diploma -
CHANCELLOR HIGH SCHOOL
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