Customer Service Professional Experience
Resume:
RAFAEL MATUTE, MBA
Extensive record of success delivering customer & organizational objectives
Seasoned business professional Adept at conducting in-depth investigations into insurance claims, negotiating complex settlements, and authorizing payments. Proven ability to communicate effectively with insureds, claimants, agents, attorneys, and outside insurance companies. MBA, backed by dual bachelor degrees. Fluent in Spanish, English & Italian. Conversant in Portuguese & Japanese.
Insurance Claim Analysis Collections 3rd-party Agency Liaison
Claim Investigations Customer Service Staff Supervision & Training
Settlement Negotiations Policy Adherence Performance Improvements
Claim Payments Regulatory Compliance Issue Resolution
PROFESSIONAL EXPERIENCE
ORIENTAL ARTS RESEARCH CENTER, Germany, Spain, Italy 2014- Present
Manage A/P and A/R functions. Oversee implementation of all marketing and advertising strategies. Managed social media plans and strategies as well as sales and ad campaigns. . Financial advisor on Governamental impositive area, budgeting and forecasting. Holistic therapist and teacher.
FIS GLOBAL, St. Petersburg, FL 2012- 2014
Global provider dedicated to banking and payments technologies payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.
Production Support Specialist:
Provides customer support to business clients, ( Banks, accounting companies and other Financial Institutions),
Maintain subsidiary accounts by verifying, allocating, and posting transactions. Balance subsidiary accounts by reconciling entries, Maintain general ledger by transferring subsidiary account summaries, Balance general ledger by preparing a trial balance; reconciling entries. Respond to member and consumer requests both orally and through written correspondence in accordance with FCRA, FDCPA and specific state requirements. Performs other administrative duties as requested.
Customer Associate –Business
Provides customer support to business clients via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.
ORIENTAL ARTS RESEARCH CENTER, Spain & Italy 2009–2012
Educational center that provides studies, investigations, on oriental arts, and oriental philosophy; also conducts presentations and events featuring well-known artists and entertainers.
Director/President
Drive efforts to promote authors, doctors, artists, and other center-related professionals through media exposure. Manage A/P and A/R functions. Oversee implementation of all marketing and advertising strategies. Supervise coordinator. Hire 3rd-party advertising agencies.
Key Contributions:
Booked live presentations such as concerts, dance sessions, seminars, lectures, and conferences at stadiums, universities, and theaters across Spain, Italy, and Germany.
Developed and secured topics and guests for university radio stations.
MAPFRE INSURANCE, Palma de Mallorca, Spain 2010-2012
External Consultant/ External Claim Adjuster
Analyzed claims to determine how much of loss qualified for claimant payments. Investigated claims, negotiated settlements, and authorized payments. Interviewed claimants and witnesses, examined police and hospital records, and inspected property damage. Verified nature and extent of injuries or property damage. Customers were mostly located in U.K, Germany and Italy. Temporary job, my services were requested as needed.
PROFESSIONAL EXPERIENCE
MERCURY INSURANCE GROUP, Clearwater, FL 2005–2009
American automobile and property insurance company headquartered in Los Angeles, CA.
Claims Adjuster
Analyzed claims to determine how much of loss qualified for claimant payments. Investigated claims, negotiated settlements, and authorized payments. Interviewed claimants and witnesses, examined police and hospital records, and inspected property damage. Verified nature and extent of injuries or property damage. Revised and responded to bodily injury demands; ensured compliance with laws, regulations, and internal policies. Liaised with insureds, claimants, agents, attorneys, and outside insurance companies.
Key Contributions:
Recognized as top 5 adjuster branchwide; delivered exemplary customer service and resolved claims and issues involving demands, injuries, special investigations, and insurance fraud.
MACY’S CREDIT & CUSTOMER SERVICE/FACS, Clearwater, FL 2001–2005
Division of Federated Department Stores that provides credit and related services to retail stores within group.
Credit Granting Supervisor/Collections/Customer Service
Supervised, mentored, and trained 30+ customer service and collector agents. Administered 3rd-party collections for Federated Stores including Burdines, Macy’s, Lazarus, Fingerhut, and Bloomingdales. Provided exemplary customer service for established accounts.
Key Contributions:
Devised and executed strategies to achieve collection goals and improve agent’ performance.
ADDITIONAL CAREER HISTORY
Dunedin Fine Arts Center, Dunedin, FL ~ Art Teacher 2001- 2006
Palm Harbor Montesori Middle School, Palm Harbor, Special ActivitiesTeacher Fl 2001-2004
Marketing & Advertising University, Caracas, Venezuela ~ Professor 1997-1999
Insurance Claims Licensed Adjuster ~ All lines
Dept. of Financial Services, State of Florida. Lic: # E169818
EDUCATION & CREDENTIALS
Master of Business Administration
Marketing University, Caracas, Venezuela
Bachelor of Arts in Marketing
Marketing & Advertising University, Caracas, Venezuela
Bachelor of Science in Biophysics, Biomechanical Science
St Michael s College, Winooski, VT-University of Verona, Verona, Italy
Independent Adjuster, All Lines
Hillsborough College, Tampa, Florida
TECHNICAL PROFICIENCIES
Word, Excel, PowerPoint, Apollo, Corel Draw, Photoshop
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