Susan Matthiesen
Sumner
Summary
Retail and Insurance - Dynamic customer service professional with extensive experience at USAA, payment processing and customer relationship management. Proven track record of enhancing client satisfaction through effective communication and innovative problem-solving. Skilled in cash handling and inventory management, consistently achieving operational excellence while fostering positive client interactions. SIU 98% acceptance.
Overview
37
37
years of professional experience
Work History
Retail Cashier,Scheduler,Venues,Groundskeeper,Chef
Sumner Sportsmen's Club NON Profit/Volunteer
Puyallup
04.2023 - Current
- Operated cash register and processed customer transactions accurately.
- Assisted customers with product inquiries and provided excellent service.
- Handled cash, credit, and debit transactions securely and efficiently.
- Maintained clean and organized checkout area for optimal customer experience.
- Stocked shelves and ensured product availability for customers.
- Contributed to inventory management by tracking stock levels accurately.
- Greeted customers in a friendly and professional manner.
- Managed multiple tasks simultaneously while providing excellent customer service.
- Maintained clean, orderly and well-stocked register area.
- Assisted other team members with their tasks as needed.
- Performed opening and closing duties such as counting money, balancing registers.
- Processed cash, credit, and check payments accurately and efficiently.
- Processed customer transactions using cash register and point-of-sale system.SQUARE
CRS REMOTE COMMERCIAL
AG Insurance
La Grande
11.2020 - 07.2024
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
P & C Producer
Insurance West
Puyallup
06.2017 - 11.2020
- Advised clients on insurance policy options and coverage needs.
- Managed client accounts and maintained accurate records in CRM system.
- Conducted regular policy reviews to ensure adequate coverage for clients.
- Developed and delivered presentations on insurance products and services.
- Assisted in claims processing by gathering necessary documentation from clients.
- Resolved client inquiries and concerns promptly through effective communication skills.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Responded to customer inquiries and problems to promote great service.
- Maintained accurate records of all insurance transactions using computer software systems.
- Processed payments received from clients promptly according to established procedures.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Developed appropriate quotes based on risk information.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Achieved repeat business and referrals through personalized services.
CRS/Claims - Auto & Property
USAA
Colorado Springs
06.2008 - 05.2014
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Handled customer inquiries regarding insurance policy coverage details and payment status updates.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Collaborated with other departments to resolve billing disputes or address customer concerns quickly.
- Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims.
- Identified potential fraud indicators during the review process and reported suspicious activity accordingly.
- Attended continuing education seminars related to insurance industry best practices and new legislation.
- Reviewed documentation and accounts to gain full picture.
- Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.
- Evaluated and processed insurance claims according to company policies and industry standards.
- Coordinated with repair facilities and contractors to obtain repair estimates and ensure quality services.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Corresponded with insured or agent to obtain information or inform of account status or changes.
- Assisted new policyholders with processing claims.
CSR Policy Service
USAA
Sacramento
05.1989 - 05.2014
- Assisted clients with inquiries regarding policy details and coverage options.
- Maintained accurate records in the policy management system daily.
- Handled escalated customer issues with professionalism and care.
- Established and restructured new and existing policies, processes, and procedures.
- Maintained accurate records of all customer interactions for future reference.
- Identified potential fraud cases by reviewing submitted documents for discrepancies or inconsistencies.
- Processed payments from customers in a timely manner, ensuring that all funds were properly applied to accounts.
- Advised policyholders on available options when they need assistance in filing a claim.
- Provided customer service to policyholders, responding to inquiries regarding billing and coverage information.
- Prepared and reviewed insurance-claim forms and related documents for completeness.
- Assisted new policyholders with processing claims.
- Handled modification and updating of policies.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
- Served as subject matter expert for non-standard coverage questions, property damage, and collision.
Retail Sales Associate
JC Penney
Carson City
05.1988 - 06.1992
- Assisted customers with product selection and inquiries.
- Maintained organized and visually appealing merchandise displays.
- Operated point-of-sale system for transactions and returns.
- Provided excellent customer service to enhance shopping experience.
- Handled customer complaints and resolved issues promptly.
- Participated in training sessions to improve product knowledge.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers with finding the right product for their needs.
- Handled customer complaints in a professional manner.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Completed transactions in an efficient manner while providing excellent customer service.
- Created price tags and merchandise signs for new items.
Education
High School Diploma -
Herbert Hoover High School
Glendale06-1978
Skills
- Cash handling
- Point of sale operation- Square
- Customer inquiries
- Inventory management
- Payment processing
- Customer relationship management
- Hall Rentals
- Retail operations
- ID verification
- Upselling and cross selling
- Insurance policy knowledge
- Claims processing
- CRM management
- Policy documentation
- Auto insurance
- Policy writing
- Email marketing
- Licensed insurance agent
- Client servicing
- Negotiation
- Account management
- Property insurance including Commercial And I was an IA
- Client needs analysis
- Policy evaluation
- Risk management
Timeline
Retail Cashier,Scheduler,Venues,Groundskeeper,Chef
Sumner Sportsmen's Club NON Profit/Volunteer
04.2023 - Current
CRS REMOTE COMMERCIAL
AG Insurance
11.2020 - 07.2024
P & C Producer
Insurance West
06.2017 - 11.2020
CRS/Claims - Auto & Property
USAA
06.2008 - 05.2014
CSR Policy Service
USAA
05.1989 - 05.2014
Retail Sales Associate
JC Penney
05.1988 - 06.1992
High School Diploma -
Herbert Hoover High School
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