ANIKA L. MATTHEWS
Baltimore
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
23
23
years of professional experience
Work History
Processor II
PDP/Amynta Group
05.2024 - Current
- Maintained detailed records of all transactions related to title processing
- Researched public records for any discrepancies or irregularities in ownership history
- Performed title searches, ordered reports, and obtained clearance documents
- Processed and maintained title files, implementing security measures to protect data
- Notified supervisor of possible delays and issues
- Maintained regular communications with clients to discuss and resolve issues
Retail Investment Associate
T-ROWE PRICE
01.2022 - Current
- Analyzed financial statements, industry trends, and macroeconomic indicators to assess risks and opportunities
- Built relationships with clients, brokers, bankers, and other professionals in the finance industry
- Advised customers on financial investment options and capital expenditures
- Managed investor relations activities such as responding to inquiries about portfolio performance or strategy changes
Customer Care Resolution Specialist
CARESOURCE
09.2020 - 05.2021
- Communicated with providers, adhering to PHI procedures and guidelines
- Manage and process interoffice correspondence
- Self-trained on recent procedural updates
- Performed miscellaneous duties as assigned
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions
- Drafted correspondence to customers regarding resolutions of their issues
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken
Customer Service Representative I
MARYLAND PHYSICIANS CARE
12.2018 - 11.2019
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Developed strong relationships with customers by providing personalized assistance and support
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
Claims Analyst
LIBERTY MUTUAL
07.2016 - 05.2017
- Reviewed customer claims, identified discrepancies and determined appropriate course of action
- Conducted investigations to gather evidence in support of claims resolution
- Prepared detailed reports on claim status, payment history, and other relevant information
- Verified documents to ensure accuracy of information provided by customers
- Interpreted contracts to determine liability exposure in the event of a dispute or lawsuit
- Investigated fraudulent claims by gathering evidence from various sources
- Managed escalated cases involving high-value claims or multiple parties involved
Customer Service Specialist
AMERITOX
06.2011 - 07.2016
- Ensured timely resolution of consumer concerns while maintaining quality service
- Administered processes ensuring compliance with federal and state regulations
- Ensured swift resolution of client problems
- Suggested strategies to enhance customer satisfaction
Senior Analyst
GLOBAL PAYMENTS INC.
06.2002 - 05.2011
- Facilitated candidate interviews
- Efficiently addressed problem-solving challenges
- Enhanced interdepartmental quality assurance efforts
- Identified or monitored current and potential customers using business intelligence tools.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
- Managed diverse projects for data capture, storage and forecast analysis.
- Identified needs of customers promptly and efficiently.
Education
High School Diploma -
The Paquin School
Baltimore, MD06.1995
Skills
- Customer Service
- Performance Reporting
- Quality Assurance
- Problem Solving
- Financial Analysis
- Project Deadline Coordination
- Industry Analysis
- Effective Communication Skills
- Software Integration Expertise
- Client Relationship Coordination
- Meticulous Accuracy
- Team Leadership
- Database Management
- Call Center Operations
- Project Management
- Process Optimization
Timeline
Processor II
PDP/Amynta Group
05.2024 - Current
Retail Investment Associate
T-ROWE PRICE
01.2022 - Current
Customer Care Resolution Specialist
CARESOURCE
09.2020 - 05.2021
Customer Service Representative I
MARYLAND PHYSICIANS CARE
12.2018 - 11.2019
Claims Analyst
LIBERTY MUTUAL
07.2016 - 05.2017
Customer Service Specialist
AMERITOX
06.2011 - 07.2016
Senior Analyst
GLOBAL PAYMENTS INC.
06.2002 - 05.2011
High School Diploma -
The Paquin School