Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mathieu LACROIX

Lauderdale Lakes,FL

Summary

Customer Service Professional with over 7 years of experience, excelling in communication, customer satisfaction, and relationship management. Adept at handling high-volume inbound calls, resolving customer concerns efficiently, and fostering long-term loyalty. Proficient in CRM systems to streamline service processes and enhance customer experiences. Recognized for exceptional active listening, multitasking, and problem-solving skills, with a strong commitment to delivering top-tier service and driving company success.

Overview

5
5
years of professional experience

Work History

Universal Banker

TD Bank
Tamarac, FL
05.2024 - 01.2025
  • Delivered exceptional customer service by assisting clients with a range of financial needs, including opening new accounts, processing transactions, and resolving account inquiries.
  • Educated customers on TD Bank products and services, promoting checking, savings, credit cards, loans, and digital banking tools to meet individual financial goals.
  • Maintained a deep understanding of bank policies, procedures, and compliance regulations to ensure accuracy in all financial transactions.
  • Proactively identified customer needs through consultative conversations, providing personalized banking solutions and referring to specialists when appropriate.
  • Handled cash, deposits, and withdrawals with accuracy and accountability, balancing drawers consistently and adhering to all audit and security procedures.
  • Supported branch operations by assisting with daily activities, including ATM maintenance, vault balancing, and clerical tasks.
  • Built lasting relationships with customers, contributing to client retention and satisfaction metrics within the branch.
  • Met or exceeded sales and service targets through cross-selling initiatives and consistent follow-ups.

Outbound Enrollment Representative

St Croix Medical Group
Remote, FL
05.2022 - 01.2023
  • Provided education around the importance of healthy eating, physical activity, sleep, stress management, and other lifestyle factors
  • Assessed clients' current diet and lifestyle habits to identify areas for improvement
  • Encouraged clients to establish realistic short-term and long-term goals related to nutrition and lifestyle changes
  • Collaborated with health specialists and civic groups to determine community health needs and availability of services
  • Maintained databases and mailing lists to facilitate functioning of health education programs
  • Developed action plans tailored to each client's needs including specific steps to improve dietary quality and increase physical activity levels
  • Complete the enrollment process, including gathering data pertaining to members' physical and mental health goals, assigning the member a health coach, and helping them download the app
  • Engage with members through the use of motivational interviewing and rapport-building techniques to enroll members into the most appropriate services for them

US- Technical Support

VXI (Apple)
Remote, FL
10.2019 - 04.2020
  • Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes to support efficient and high-quality repairs
  • Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple
  • Troubleshoot, diagnose, and resolve service concerns for select Apple hardware and software
  • Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple
  • Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy
  • Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor
  • Contribute to an inclusive environment by respecting each other's differences and having the curiosity to learn
  • Demonstrate Apple's values of inclusion and diversity in daily activities

Education

Dimpola -

Dillard Highschool
Fort Lauderdale, FL
04.2020

Skills

  • Basic ICD-9/CPT coding
  • Insurance Verification
  • HIPAA Compliance
  • Medical Terminology
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Inbound Calls
  • SalesForce
  • Insurance Plan Knowledge (PPO, HMO etc)
  • B2B (Business - To - Business)
  • COB/EOB's Explanation
  • Medicare Part A, B, C & D
  • Customer Relationship Management (CRM)
  • Prior Authorization
  • Outbound Calls
  • State and Federal Regulations
  • Benefits Verification
  • Data Entry
  • Hardware Troubleshooting
  • Claim Denial Resolution
  • Electronic Medical Records( EMR)
  • Insurance Billing
  • Network Configuration

Timeline

Universal Banker

TD Bank
05.2024 - 01.2025

Outbound Enrollment Representative

St Croix Medical Group
05.2022 - 01.2023

US- Technical Support

VXI (Apple)
10.2019 - 04.2020

Dimpola -

Dillard Highschool

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