Mathieu Seguin

I started working in Customer Care in June 2022. In this role, I'm responsible for investigating level 2 escalated customer concerns, gathering details from product partners to support customer cases, coaching employees, proposing new ideas to reduce customer irritants and providing customer resolutions. In addition, I help solve complex customer concerns by presenting cases to partners, senior managers and executives.

As a Digital Communications Analyst, I engaged with our customers and partners throughout every social media platform. I was responsible for promoting our brand and providing problem resolution for our customers. In addition, I communicated with our partners to help track current trends and volumes across our organization.

In this role, I was responsible for providing exceptional nationwide second level support for our branch partners. This included procedures, policies, product knowledge, and remote access in the event of any system issues. My training included the ability to work across multiple departments throughout our company.