Matthew Winkeler
Punta Gorda,FL
Summary
Dedicated customer service professional bringing top-notch communication skills, active listening and analytical problem-solving skills. Enhances customer experiences by understanding customer needs and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Auto Claims Associate - Hybrid
State Farm Insurance
08.2021 - 09.2023
- Licensed in all states requiring a license
- Skilled at working independently and collaboratively in a team environment.
- Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
- Investigated accidents or incidents to determine cause and extent of damages.
- Interviewed policyholders and claimants to verify information and obtain details.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Coordinated with body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Maintained accurate and up-to-date records of claim information for future reference.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Identified and reported potential fraud or abuse related to claims to protect system's integrity.
- Worked productively in fast-moving work environment to process large volumes of claims.
Inbound Customer Service Representative
Afni Inc.-Verizon
01.2021 - 07.2021
- Built long-term, loyal customer relations by creating positive inbound calling experience.
- Asked fact-finding questions to determine customer needs, develop potential solutions, and successfully resolved issues.
- Maintained, organized, and secured customer files to facilitate customer support and follow-up.
- Researched issues through identification of similar past problems using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed over 30 customer calls per day and decreased handle time over 25 percent.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
Census Enumerator
US Department Of Commerce, Census Bureau
07.2020 - 11.2020
- Interacted sensitively and professionally with individuals from diverse cultural, socioeconomic, educational, gender and religious orientations and backgrounds.
- Reviewed assigned work to locate households for verifying addresses and conducting interviews to obtain 2020 Census questionnaire data from respondents.
- Followed stringent guidelines and confidentiality laws to obtain accurate census responses/interviews.
- Explained purpose of census interview, answered respondent's questions, collected responses, and recorded census data using electronic devices and/or paper forms.
- Achieved multiple performance and quality incentive awards.
- Maintained and submitted records of hours worked, miles driven, and expenses incurred in performance of duties.
Front End Assistant
Kroger
09.2018 - 01.2021
- Created an environment that enabled customers to feel welcome, important and appreciated.
- Gained and maintained knowledge of products sold within the departments to be able to respond to questions and make suggestions about products.
- Contributed in other areas to provide extraordinary service to Kroger's customers.
- Displayed a positive attitude and strong work ethic.
Education
Associate of Arts - General Studies
Heartland Community College
Normal, IL05.2018
Skills
- Friendly, positive attitude
- Excellent work ethic
- Customer Service
- Teamwork
- Claims Evaluations
- Liability Determinations
- Organization and Time Management
- Decision-Making
- Problem resolution
- Attention to Detail
- Confidential data protection
- High-volume call centers
Timeline
Auto Claims Associate - Hybrid
State Farm Insurance
08.2021 - 09.2023
Inbound Customer Service Representative
Afni Inc.-Verizon
01.2021 - 07.2021
Census Enumerator
US Department Of Commerce, Census Bureau
07.2020 - 11.2020
Front End Assistant
Kroger
09.2018 - 01.2021
Associate of Arts - General Studies
Heartland Community College