Matthew Nelson Email & Phone Number

Indianapolis, Indiana

Responsible for implementing and maintaining the operations of government contracted business at International Medical Group. Includes direct client contact and end to end project management.Acted as the client's single point of contact to International Medical Group.Identifies meaningful areas of improvement to service offerings. Monitors service level agreements to ensure the quality of services provided to my clients exceeds contract requirements. Performed QA testing when related to the services we provide to my clients as well as communicated with development and business analyst staff about the client's needs. Reported back on any development progress to the clients.Meets directly with other department management to ensure their teams are trained and able to provide the specific services they are responsible to do for my clients.Presented webinar and in-person education courses to the client's own internal service staff, as well as the end customers on the benefits their specific programs are providing to them as well as how to maximize the use of their benefits.

Indianapolis, Indiana Area

Customer Care Call Center Team Leader for a travel insurance focused line of products offered by International Medical GroupResponsible for handling the majority of correspondence for this product line from customers, agents, and also internally with claims team and the director of this line of business. Handled escalated customer correspondence for the call center and ensured the resolution of any issues customers have experienced.

Carmel, Indiana

Provided assistance on air ambulance medical evacuations for overseas travelers insured by Seven Corners. Also assisted with customer service call center operations for travelers both insured inside the United States and Outside the United States. Coordinated direct billing for medical care with overseas medical providers and assisted with servicing government contracted business.

Participated in psychological research with on campus faculty to assist with their doctoral thesis. Applied faculty research to develop and test a new psychological testing scale.