Matthew Reid
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Skilled Administrative professional with experience in financial operations and understanding various business needs. Tracks expenses, plan meetings and writes business correspondence. Top-notch critical thinking and research abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Customer Service Agent
Airport Terminal Services (ATS)
06.2021 - Current
- Check-in guests for flights and assist with rebooking in the event of IROPs (Irregular Operations).
- Assist traveler's with questions and issues regarding bookings, baggage, and dangerous goods
- Worked in Cargo accepting and releasing inbound and outbound cargo
- Working at the gate ensuring a safe on-time departure
- Assist flight crew with preparing aircraft for departure
- Tracked customer service cases and updated service software with customer information.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Assisted in training new hires, and sharing best practices for effective customer service delivery.
- Collaborated with team members to develop innovative solutions for complex customer problems.
Service Consultant
Benefits Plus Inc.
06.2012 - Current
- Prepare market study specifications, market study reports and client communications
- Design and maintain the website and do monthly accounting, bookkeeping
- Assist employers and employees with their benefit questions, claims and other service.
- Provided information about service procedures to clients and expected timelines.
- Served as a key point of contact for clients, providing expert guidance on products and services.
- Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Assisted in the development of marketing materials targeting potential customers, increasing overall brand awareness.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Streamlined service processes for increased efficiency and improved customer experience.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Efficiently managed multiple projects simultaneously while maintaining strict deadlines and quality standards.
- Discussed options with clients and determined appropriate plans.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Completed insurance forms and billed insurance companies.
- Submitted insurance claims and updated patients' insurance information.
- Verified insurance eligibility and benefits and updated insurance information.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Described general insurance regulations and practice insurance contracts to clients.
- Verified insurance eligibility and benefits and updated patient's insurance information.
- Obtained existing insurance data and personal information to develop insurance quotes.
- Verified insurance eligibility and accurately coded insurance to facilitate timely billing.
- Increased accuracy of insurance information by establishing strong relationships with insurance providers.
- Liaised with health insurance companies to process insurance claims and maximize reimbursements.
- Reduced insurance claim denials by diligently verifying patients'' insurance coverage and eligibility.
- Reduced errors in insurance claims processing through meticulous verification of insurance coverage details during registration.
- Collaborated with insurance adjusters, mortgage companies, and homeowners to facilitate the release of insurance funds.
- Followed up with insurance companies.
- Verified insurance and registration data.
- Facilitated timely insurance claims processing by accurately verifying patient insurance information and submitting necessary paperwork.
- Processed medical insurance claims and payments.
- Issued appropriate insurance documentation and identification.
- Responded to correspondence from insurance companies.
- Investigated insurance claims denials and appeals.
- Examined forms to determine insurance coverage.
- Resolved any discrepancies in documentation or insurance coverage with timely communication between providers, patients, and insurance companies.
- Expedited insurance claim processing by gathering accurate billing information from patients and communicating effectively with insurance companies.
- Facilitated communication between patients, providers, and insurance companies by verifying insurance coverage and obtaining necessary pre-authorizations.
- Adhered to all regulations for insurance sales.
- Provided information about service procedures and expected timelines.
Front of House Employee
Confederation Centre Of The Arts
05.2014 - 11.2022
- Assist with nightly accounting and balance cash
- Escort guests to their seats for shows
- Work the bar and merchandise sales for performers.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Mentored team members to enhance professional development and accountability in workplace.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Agent
WestJet
05.2017 - 06.2021
- Check-in guests for flights and assist with rebooking in the event of IROPs (Irregular Operations).
- Assist travelers with questions and issues regarding bookings, baggage, and dangerous goods
- Worked in Cargo accepting and releasing inbound and outbound cargo
- Working at the gate ensuring a safe on-time departure
- Assist flight crew with preparing aircraft for departure
- Tracked customer service cases and updated service software with customer information.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Collaborated with team members to develop innovative solutions for complex customer problems.
Education
Masters of Science in Clinical Physiology - Clinical Physiology
Queens University
Kingston, Ontario06.2018
Bachelor of Science in Biology - Biology
University of Prince Edward Island
Charlottetown, PEI01.2015
Grade XII graduated with Honors -
Charlottetown Rural High School
Charlottetown, PEISkills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Complaint Resolution
- Customer Relations
- File Management
- Complaint Handling
- Customer Focus
- Exemplary work ethic
Certification
First Aid Certified, 07/2025, CPR, AED
Advanced Care Life Support, 05/2027
Pediatric Advanced Care Life Support, 05/2027
Awards
- 06/2008, Rotary Royalty Award for Outstanding Community Service
- 06/2011, Award Highest Marks Accounting
- 08/2012, Recorded and Released a Fiddle CD entitled “Born to Fiddle”
- 02/2013, Music PEI Awards nomination for Roots/Traditional Recording of the Year
- 02/2013, Music PEI Awards nomination for Musician of the Year
- 04/2014, East Coast Music Awards nomination for Roots/Traditional Recording of the Year
- 04/2016, Queen Elizabeth Hospital Volunteer recognition pin for 500 hours
Volunteer Experience
- 2015, Fiddle player, in various venues, Volunteering my time over the last 22 years playing for benefits and Ceildhs.
- 2012, Queen Elizabeth Hospital Emergency Department, Greeting and assisting visitors and family members Sorting and organizing patient records Organizing medications and other duties as required. From July 2012 to the present I have 1,000 volunteer hours in the Emergency Department
- 06/2010, 08/2017, Camp Gencheff, Bellevue Cove, PEI, Assisted with organizing fundraisers Composed submissions to Foundations and Businesses for funding Served on the Board of Directors from 2012 to 2017.
- 09/2017, 2020, Easter Seals Campaign, Assisted with fundraising events Lead on the annual WestJet ticket raffle Compose thank you correspondence Compose submissions to potential donors
- I have volunteered in my community throughout the years helping to organize benefits for people, dinners for our church, and the Seniors’ Club.
References
- Steve Bellamy, Chief Executive Officer, Confederation Centre of the Arts, (902)-628-6131
- Kim Storey, Station Manager, WestJet/Airport Terminal Services (ATS), (902) 894-6681
- Emma Cousins, Front of House Manager, Confederation Centre of the Arts, (902) 628-6118
- Janice Morrisson, Volunteer Services Manager, QEH, (902) 894-2003
Languages
English
Native or Bilingual
French
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Word
Microsoft Excel
PowerPoint
Microsoft One Note
Sabre Airline Solutions
Sabre Digital Workspace
Spektrix
Financial Edge
Various Insurance Programs
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Company CultureTeam Building / Company RetreatsPersonal development programsWork-life balanceTimeline
Customer Service Agent
Airport Terminal Services (ATS)
06.2021 - Current
Customer Service Agent
WestJet
05.2017 - 06.2021
Front of House Employee
Confederation Centre Of The Arts
05.2014 - 11.2022
Service Consultant
Benefits Plus Inc.
06.2012 - Current
First Aid Certified, 07/2025, CPR, AED, Advanced Care Life Support, and Pediatric Advanced Care Life Support
Masters of Science in Clinical Physiology - Clinical Physiology
Queens University
Bachelor of Science in Biology - Biology
University of Prince Edward Island
Grade XII graduated with Honors -
Charlottetown Rural High School
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