Matthew Garrison
Tobyhanna
Summary
Dedicated and detail-oriented professional with 13 years of experience in the travel insurance industry, specializing in customer service, policy administration, and problem resolution. Proven ability to manage high-volume workloads, communicate effectively with stakeholders, and maintain accuracy in fast-paced environments. Recognized for reliability, adaptability, and a commitment to delivering exceptional service while meeting performance goals. Eager to leverage my skills and abilities with a performance-driven approach to deliver exceptional customer service, build lasting customer relationships, and contribute to achieving sales goals in an insurance agent role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Travel Insurance Sales and Service Agent
InsureMyTrip
12.2012 - 06.2026
- Provided exceptional customer support for travel insurance inquiries, ensuring accurate information delivery.
- Managed high call, chat and email volumes while maintaining excellent customer service standards and accuracy.
- Assisting with implementing strategies and new systems (CRM) that increased response times, leading to improved overall customer experience, efficiency.
- Coordinated with other departments to improve customer experience.
- Mentored new agents on best practices and procedures in customer engagement and lead the support team assisting co-workers.
- Utilized strong verbal and written communication skills to effectively address customer concerns and provide solutions that met their needs.
- Assisted with escalations as a lead agent, resolving customer issues promptly and professionally ensuring customer retention.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed.
Logistics Coordinator
Penguin Random House
01.2012 - 09.2012
- Coordinated logistics operations to ensure books and related products moved efficiently through the supply chain across multiple regions.
- Coordinate inbound and outbound shipments of books.
- Track shipments and resolve delivery delays or transportation issues.
- Collaborated with vendors to negotiate contracts and optimize transportation costs.
- Utilized tracking systems to monitor shipment progress and enhance visibility.
- Process shipping documentation, purchase orders, BOL, and invoices.
Education
Bachelor of Science - International Business
Johnson & Wales University
Providence, RI05-2011
Skills
- Multitasking and organization
- Customer relationship management
- Call center operations
- Computer skills
- Adaptability
- Attention to detail with high degree of accuracy
Certification
Property & Casualty (P&C) Insurance License – Active in all 50 states
Timeline
Lead Travel Insurance Sales and Service Agent
InsureMyTrip
12.2012 - 06.2026
Logistics Coordinator
Penguin Random House
01.2012 - 09.2012
Bachelor of Science - International Business
Johnson & Wales University