Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mathieu E. Maze

Summary

Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.

Overview

11
11
years of professional experience

Work History

Dispatcher

RMMCC, SCR/ PACE
06.2022 - Current
  • Assisted with routing and tracking of various number of fleet vehicles.
  • Monitored and assisted drivers with various needs.
  • Closely monitored dispatch board to triage and prioritize client trips
  • Communicated with clients and partner provider staff to execute client transfer rides at transfer points.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns: vehicle issues, accidents, medical emergencies etc.
  • Worked closely with customers to effectively resolve issues and complaints.
  • Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
  • Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
  • Provided ongoing direction and leadership for operations.

Patient Care Coordinator

Vitas Healthcare, Care Connection Center
01.2021 - 06.2022
  • Facilitated communication between Telecare team members, staff in the field, HME, referral sources, vendors, physicians, facility staff and patients and families
  • Handled concerns independently within scope of practice.
  • Collaborated with the Telecare Nurse or Team Lead for guidance, to execute their tasks
  • Provided exceptional customer service and ownership to resolve issues with first call resolution whenever possible
  • Escalated immediately to nursing staff when needed
  • Dispatched staff members as needed, monitored emails and Skypes of crucial correspondence regarding patients and families, and compliant with all departmental standards.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Worked closely with patients and families to deliver excellent and direct individualized patient care.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Worked with patients and families to develop future plans and discuss care actions.
  • Established rapport and relationships with patients and external partners to cross-train and support medical staff.
  • Upheld confidentiality requirements and regulatory compliance guidelines while delivered excellent patient experiences and direct care.
  • Communicated with patients, ensuring that medical information was kept private.
  • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
  • Ordered all pharmacy supplies, medical equipment and kept check on inventory levels.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medications
  • Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.

Call Agent/Facilitator/Expeditor

RMMCC, SCR/ PACE
02.2020 - 12.2020
  • A Lead role providing assistance to agents and Facilitators.
  • Taking customer complaints, handled escalated phone calls and resolved problems encountered during daily operations
  • Maintained relationships and acted as a company liaison to service partner providers
  • Provided ongoing quality assurance as it relates to ETA, call-taking and compliance to company procedures and protocols
  • Continuously monitor on-time performance, attends department meetings and trainings and acted as a team player, to achieve department and organizational goals.
  • Escalated complex matters to management to request information or appropriate action to resolve.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Sr. Account Executive

E-Financial
07.2016 - 06.2018
  • Licensed Life/Health Insurance Agent in 25 States specializing in customer service and recommending what is best for their need
  • Prepared for both inbound and outbound calls, I would identify and solve their need based on their specific personal information
  • Make Professional recommendations, and guide customers through the entire application process
  • Maintained contact information database by keeping account details updated, clear and relevant.
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Established customer relationships. Managed and serviced customer accounts bon a monthly basis.

Account Executive

Chicago Sun-Times
06.2014 - 06.2015
  • Formulate digital sales strategies and advertising campaigns
  • Build relationships and manage key accounts, while tracking monthly and annual goals and actuals
  • Responsible for contract negotiations for a variety of National Accounts
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.
  • Prospected new clientele through networking, cold calling, canvassing and referrals.
  • Identified client business needs by gaining understanding of goals, objectives and processes.
  • Identified customer needs and achieved service levels that met and exceeded expectations.
  • Organized and facilitated on site promotions.
  • Delivered services to clients to secure additional business and grow revenue streams.

Assistant General Manager

LA Fitness Signature Club
03.2014 - 06.2014
  • Responsible for consistent improvement of club sales and operations through effective planning, implementation, use and exercise of independent judgment and discretion
  • Determined how to best maximize profits, contain costs, and hold club employees accountable.

Teacher

Sylvan Learning Center
10.2012 - 05.2013
  • Specialized in teaching and building relationships with students to provide a learning environment that is fun, engaging, and rewarding.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
  • Provided homework assistance using specific curriculum and materials.
  • Supported students with helpful study habits and exam strategies.
  • Developed student confidence through positive reinforcement strategies.
  • Maintained tutoring records to adjust instruction and update parents on student progress.
  • Collaborated with parents to develop appropriate tutoring lessons.
  • Worked closely with students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
  • Assessed student learning needs and provided relevant instruction to close knowledge gaps.

Education

Bachelor's of Science - Corporate Communications

Northern Illinois University
DeKalb, IL

Associate's Degree - Business Administration

Prairie State College
Chicago Heights, IL

High School Diploma - undefined

Rich South High School
Richton Park, IL

Skills

  • Customer Service/Customer Relations
  • Complex Problem Solving
  • Project Management
  • Attention to Detail
  • Verbal and Written Communication
  • Time Management/Deadline Management
  • Administrative and Office Support
  • Oral Presentations/Articulate Communication
  • Business Relationship Development
  • Transportation and Logistics Coordination
  • Strong Organizational Skills
  • Confidentiality and Data Protection
  • Advanced MS Office Suite Knowledge/Google Apps
  • Budget Coordination
  • Meeting and Project Planning
  • Operational Efficiency

Timeline

Dispatcher

RMMCC, SCR/ PACE
06.2022 - Current

Patient Care Coordinator

Vitas Healthcare, Care Connection Center
01.2021 - 06.2022

Call Agent/Facilitator/Expeditor

RMMCC, SCR/ PACE
02.2020 - 12.2020

Sr. Account Executive

E-Financial
07.2016 - 06.2018

Account Executive

Chicago Sun-Times
06.2014 - 06.2015

Assistant General Manager

LA Fitness Signature Club
03.2014 - 06.2014

Teacher

Sylvan Learning Center
10.2012 - 05.2013

Bachelor's of Science - Corporate Communications

Northern Illinois University

Associate's Degree - Business Administration

Prairie State College

High School Diploma - undefined

Rich South High School

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Mathieu E. Maze