Customer Service Event Planning

Aya Elisabeth Classen

P.O. Box ****, Torrance, CA 90510-5362 323-***-**** ***.***@*****.***

Professional Summary

Versatile and accomplished bilingual professional with diverse experience across sales, marketing, hospitality, insurance, and customer service. Multilingual expertise in English, Japanese, written Chinese, and elementary German and Spanish. Adept at navigating complex business environments and delivering exceptional client experiences. Proven track record in claims adjustment, event planning, cultural promotion, and cross-cultural communication. Combines analytical skills, creative problem-solving, and strong organizational abilities to drive business growth and resolve issues efficiently. Licensed adjuster in multiple states, including Texas, Florida, and New Mexico.

Core Competencies & Key Skills

Sales Strategy & Marketing: Skilled in crafting and implementing effective sales strategies and marketing campaigns to drive business growth and maximize impact.

Customer Service Excellence: Committed to delivering outstanding client experiences and upholding high service standards across interactions.

Event Planning & Coordination: Experienced in organizing and executing events with precision, ensuring seamless logistics and client satisfaction.

Insurance Claims Management: Expertise in claims adjustment, risk assessment, and insurance operations, with a focus on efficiency and accuracy.

Hospitality Operations & Cultural Liaison: Strong background in hospitality operations, with a focus on guest satisfaction, operational efficiency, and providing culturally attuned service as a Japanese Ambassador.

Cross-Cultural Communication: Multilingual and adept at engaging diverse client bases, fostering positive relationships through cultural sensitivity.

Project Management: Capable of coordinating complex projects with meticulous attention to detail and effective time management.

Risk Assessment & Analysis: Proficient in assessing potential risks and implementing strategic mitigation solutions.

Commitment to Company Growth: Driven to support and grow alongside the company, contributing to its ongoing success.

Technical Skills & Certifications

Computer Proficiency: MS Office Suite (Excel, Word, PowerPoint), SAP, AS/400, ImageRight (Vertafore), POS/Inventory Control, and more.

Languages: Fluent in English and Japanese; proficient in written Chinese; elementary German and Spanish.

Certifications: Licensed Wedding Officiant (Hawaii), CPR First Aid & Bloodborne Pathogens Certified (Hawaii).

Adjuster Licenses: Licensed in multiple states, including Texas, Connecticut, Georgia, New Mexico, and Florida.

Professional Experience

Wedding Administrator, Planner, and Coordinator

HP Classen Inc. (Self-Employed) Torrance, CA Sept 5, 2023 – Present

Customized Wedding Planning & Coordination: Design and implement personalized wedding plans, managing logistics, vendor relationships, and timelines to ensure a seamless event experience for each couple. This includes coordinating weddings in Hawaii while working remotely from Los Angeles.

Venue Coordination & Vendor Management: Conduct final walk-throughs of ceremony and reception venues, coordinating closely with vendors for setup, decor, and contingency planning, ensuring that every detail is executed to perfection.

On-Site Support & Client Care: Provide hands-on support during wedding rehearsals, manage guest logistics, and oversee the execution of ceremonies and receptions, ensuring a stress-free and enjoyable experience for clients.

Problem-Solving & Adaptability: Address unexpected challenges, such as weather changes or last-minute requests, with efficiency, ensuring a smooth flow of events and client satisfaction.

Remote Wedding Coordination: As an independent contractor working for my husband's company, manage wedding logistics and client communication remotely, leveraging technology to ensure that all details are handled seamlessly despite the distance.

Bilingual Customer Service Representative

MST Insurance Solutions Inc., Torrance, CA June 21, 2021 - April 28, 2023

Bilingual Client Support: Delivered high-quality customer service in English and Japanese, ensuring clients received clear and comprehensive coverage information, enhancing satisfaction and retention.

Liaison & Communication Specialist: Served as a key communication bridge between clients and the insurance company, assisting the account manager by addressing inquiries, resolving issues, and coordinating schedules in both languages.

Policy Management & Document Review: Worked closely with the account manager to review and audit insurance policy quotes, client proposals, and key documents, including binders, endorsements, policies, and premium audits. Ensured accuracy and compliance with industry standards.

Insurance Account Support & Strategic Marketing Coordination: Evaluated new insurance accounts with the account manager, identifying risk factors and developing targeted strategies to meet client needs. Collected and analyzed client information to enhance marketing effectiveness with tailored solutions.

Claims Processing Support: Managed property and casualty insurance claims, acting as the primary contact for clients to ensure timely updates, clarity, and smooth claims resolution.

Training & Team Development: Trained and mentored new team members, fostering a collaborative and supportive environment, and setting high standards for customer service excellence.

Japanese Guest Service Ambassador / Front Desk Operations

Grand Pacific Resorts-Hilton Grand Vacation Club at MarBrisa, Carlsbad, CA

Jan 20, 2020 - June 17, 2021

Front Desk Operations & Guest Services: Delivered front desk services with professionalism and efficiency, including guest check-ins/check-outs, room rate computation, room selection, electronic key coding, and profile updates. Assisted guests through the registration process and utilized Kipsu text messaging for effective communication, ensuring all guest needs were met promptly.

Event Coordination & Guest Engagement: Welcomed guests, coordinated events, and promoted hotel activities, services, and local attractions to enhance guest satisfaction. Provided exceptional service to ensure a positive and memorable stay.

Reservation Management: Assisted with in-house reservations, tailored room assignments to meet specific guest requests, and managed payment transactions accurately, contributing to a seamless guest experience.

Safety & Compliance: Followed hotel safety protocols and emergency procedures, stayed informed about security matters, and maintained readiness with emergency equipment.

Guest Issue Resolution: Addressed guest complaints through thorough research, effective communication, and timely resolutions. Ensured management was informed of any special requests or issues to guarantee guest satisfaction.

Bilingual Guest Communication: Supported Japanese guests before arrival by translating marketing materials and addressing specific needs, ensuring a personalized and comfortable experience.

Night Audit & Front Desk Operations

Grand Pacific Resorts (Kauai Beach Villa), Lihue, Kauai June 18, 2018 - Dec 31, 2019

Night Audit & Front Desk Management: Oversaw front desk operations and night audit procedures, ensuring a smooth transition between shifts and a seamless guest experience. Conducted end-of-day financial processes with precision.

Financial Reporting & Compliance: Balanced portfolios and accounts, verified credit card authorizations, and prepared daily financial reports in adherence to financial standards, ensuring accuracy and compliance.

Guest Engagement & Resort Promotion: Promoted resort amenities and local attractions to enhance guest satisfaction and engagement, contributing to a positive guest experience.

Recognized as Employee of the Month in December 2018 for outstanding service and Award-Winning Service: Recognized as Employee of the Month in December 2018 for exemplary service, dedication, and commitment to maintaining the highest standards of guest care.

2nd Assistant Manager

Vitamin World Lihue, Kauai 01/20/2017 - 06/15/2018

Leadership & Customer Experience: Partnered with the Store Manager to create a positive and dynamic store environment, driving exceptional customer experiences and operational excellence.

Retail Operations Management: Supported all aspects of retail operations, including inventory management, merchandise organization, and expense control, ensuring efficient daily operations and seamless customer interactions.

Sales Achievement & Team Development: Led company initiatives to exceed sales and profitability targets, while mentoring and coaching sales associates to develop their skills and consistently deliver top-tier customer service.

Sales & Marketing Specialist / Client Concierge Service

Kauai Museum, Lihue, Kauai Sept 2016 - Jan 2020 (part-time)

Strategic Marketing & Community Engagement: Developed and implemented innovative marketing strategies to promote museum exhibitions, programs, and special events, resulting in increased visitor attendance and stronger community engagement.

Market Research & Board Reporting: Conducted thorough market research and prepared detailed analytical reports, presenting insights and strategic recommendations at monthly Board meetings to guide decision-making.

Digital Marketing & Social Media Management: Managed and optimized social media platforms to increase online engagement and visibility, driving awareness and interest in museum offerings.

Event Coordination & Partnerships: Planned and executed special events, building partnerships with local attractions and stakeholders, which significantly boosted visitor numbers and enhanced overall satisfaction.

Customer Service Excellence: Delivered personalized service through direct interactions with guests and vendors, creating a welcoming environment and enriching the visitor experience.

Gift Shop Support & Financial Management: Assisted the museum gift shop team with sales transactions using POS systems, collaborated closely with staff to manage cash flow, reconcile discrepancies, and ensure accurate daily sales records for smooth operations.

Sales Analysis & Goal Achievement: Analyzed marketing campaign performance, compiled comprehensive sales and marketing reports, and consistently met daily sales targets, contributing to the museum’s growth and financial success.

Production Manager / Event Planner (One-Year Contract)

Seven from Heaven, Los Angeles, CA Aug 2015 - Sept 2016

Strategic Planning & Marketing: Developed and executed instructional plans and comprehensive marketing strategies, ensuring alignment with the objectives of the Art & Theatrical program, driving audience engagement and brand awareness.

Market Analysis & Consumer Insights: Conducted in-depth market analysis to evaluate brands, products, and consumer behavior, providing valuable insights that supported the creative team in crafting innovative programs and campaigns.

Team Leadership & Event Coordination: Supervised assistants and collaborated with cross-functional teams, ensuring seamless event execution while fostering a collaborative and creative work environment.

Marine Claims Adjuster

Allianz Global Corporate & Specialty, Los Angeles, CA Jan 2002 - Aug 2015

Claims Investigation & Legal Analysis: Investigated high-exposure transportation and logistics claims, navigating complex issues and litigation while applying comprehensive legal analysis and expertise.

Representation & Litigation Support: Represented the company in marine insurance claims by attending litigation and subrogation proceedings alongside attorneys, ensuring robust advocacy for the company's interests.

Efficient Claims Management: Liaised effectively with brokers, clients, and underwriters to ensure timely and accurate claims handling, enhancing overall operational efficiency.

Risk Assessment & Reserving: Evaluated coverage issues and determined appropriate reserving levels to manage risk effectively, safeguarding the company’s financial interests.

Claims Management Procedure Development: Collaborated with clients, brokers, and loss adjusters to establish claims management procedures for new business accounts, boosting operational efficiency and client satisfaction.

Compliance Auditing: Assisted in auditing external service providers to ensure adherence to company standards and best practices, maintaining high operational integrity.

Business Development & Relationship Management: Actively contributed to new business acquisition and account retention by fostering strong relationships with key brokers, clients, and stakeholders.

Market Management & Promotion: Liaised with underwriters on market management initiatives, attending industry functions to promote the company’s services and capabilities, enhancing brand visibility.

Team Leadership & Mentorship: Led and mentored a team, fostering a collaborative work environment and ensuring the delivery of high-quality claims processing.

Complex Claims Reporting: Effectively reported and presented complex claims information to internal and external stakeholders, facilitating informed decision-making and strategic development.

Senior Ocean Marine Cargo Adjuster

McLARENS TOPLIS NORTH AMERICA, INC.(Agent of Lloyd's of London)

Los Angeles, CA July 1999 - Sept 2000 (1 year contract)

Claims Management for Underwriters: Served as a claims agent for domestic and foreign underwriters, effectively managing high-stakes claims while ensuring strict adherence to regulatory requirements.

Complex Claims Investigation: Investigated intricate transportation and logistics claims, including those involving litigation, to assess claim validity and mitigate associated risks.

Team Leadership & Mentorship: Led a team of three assistants, providing mentorship and oversight to ensure efficient claims processing and the delivery of high-quality service.

Senior Marine Claims Examiner

YCS (Yasuda Fire & Marine Insurance Co., Ltd) Los Angeles, CA Feb 1997 - July 1999

Claims Investigation & Expertise: Investigated high-exposure transportation and logistics claims for international trading businesses, leveraging expert knowledge to navigate complex claim scenarios effectively.

Policy Analysis & Liability Assessment: Analyzed policy coverage to determine liability, conducting thorough evaluations that supported informed decision-making and strategic claim management.

Settlement Negotiation & Resolution: Negotiated settlements with claimants and their legal representatives, facilitating fair and timely resolutions to disputes, thereby enhancing client satisfaction and maintaining strong business relationships.

Education

Dokkyo University, Saitama, Japan

LL.B. in Law

Sawyer College, San Diego, CA

Diploma in Legal Administration (Civil & California State Law)

University of California, San Diego (Extension)

Certificate in Computer Science

University of Duisburg-Essen (Extension), Essen, Germany

Courses in International Relations and German Language

Professional Development

Insurance Education Association - AIC36 Liability Claims Adjusting/Casualty Claim Practice

Insurance Education Association - AIC30 Introduction of Claims

Completed the Property and Casualty Broker's License course and passed the exam; deferred obtaining the license with plans to pursue it in the future.

Digital Marketing Strategies for Cultural Institutions (Online Course)

Customer Experience Management in the Tourism Industry (Seminar)

Adjuster’s License:

State: Texas Department of Insurance

Adjuster’s License Number: 1386187 / NPN: 8411928 (Non-Resident) / Property & Casualty

Effective Date: 5/8/2006

State: Florida Department of Financial Services

Adjuster’s License Number: E176182 (Non-Resident) / Property & Casualty

Effective Date: 5/26/2005

State: State of New Mexico Insurance Division

Adjuster’s License Number: 144826 (Non-Resident) / Property & Casualty

Effective Date: 5/26/2006

Professional Affiliations

Member, InterNations

Member, German American Business Association (GABA)

REFERENCES: Available upon request:

Chucky Boy Chock – Director of Kauai Museum

Maryanne Kusaka – President of Kauai Museum (Former Mayor of Kauai Island)

Terry Potucek – Marine General Adjuster / Allianz Global Corporate & Specialty

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