Nicolas Matteo Email & Phone Number

Montreal, Quebec, Canada

As a Resolution Mediator, I manage and resolve customer complaints in the telecom industry. My role involves investigating issues, facilitating communication between customers and internal teams, and developing fair solutions to ensure customer satisfaction and regulatory compliance. With strong communication and problem-solving skills, I handle conflicts.

• Provide frontline technical support to healthcare professionals and clinical staff using the Telus CHR EMR system
• Assist users in navigating the CHR platform, entering and retrieving patient data, and using relevant features
• Troubleshoot and resolve Telus CHR software and system issues, both remotely and on-site if necessary
• Collaborate with Telus CHR technical teams to escalate and resolve complex technical problems
• Ensure data integrity and compliance with privacy regulations (e.g., HIPAA) within the Telus CHR system
• Maintain accurate records of support requests, resolutions, and system changes

Montreal, Quebec, Canada

• Reporting to the project manager leading the intranet clean-up project
• Responsible for updating content and bringing up-to-date intranet pages along with new formatting
• Correct and edit subject matter & managing translations to French
• Brand consolidation, reducing pages which are used for both TELUS and Koodo, to reduce duplicate content
• Reorganize site taxonomies, alpha menus and topic pages, all to facilitate agent effort, when searching for information.

Montreal, Quebec, Canada

• Responsible for implementing customer retention strategies to increase loyalty and retain business
• Analyze customer behaviors, understanding their needs and feelings, to be able to negotiate what are the customer’s specific needs/wants
• Offer and implement retention strategies, via save tools in place, according to customer’s needs
• Understanding churn, why it happens and what causes it
• Assisting call center agents with escalations and issues customers call in with
• Directly supporting customer on calls when more than assistance is needed

Montreal, Quebec, Canada

• TELUS:
• Reporting to department team leader, responsible for approving & following up on all automated collection treatments and treatments assigned by collection department for delinquent personal and corporate accounts
• In control of Credit checks, fraudulent accounts, payment investigations through financial institutions and collection agencies as well as bankrupt and deceased client accounts.Koodo:
• Same as above, including line activations, plan upgrades and changes account adjustments.
• Responsible for supporting client care representatives across Canada, the Philippines & Guatemala, with payment arrangements.