Mélanie Lacroix

My 20 years of experience in customer service have allowed me to develop active listening skills and a strong understanding of customers' needs. I am known for my energy, efficiency, ability to manage several cases at once, and people-focused approach with customers and colleagues.

AUTO FINANCING COLLECTIONS AGENT - INDUSTRIELLE ALLIANCE

(2018)

• Analyze various cases based on incoming calls and propose solutions to their financial difficulties.
• Manage total loss cases to ensure the amount owed is received.
• Handle complex cases involving deaths with insurers and beneficiaries.
• Prepare case files to facilitate decision-making by my superior regarding vehicle repossessions, voluntary surrenders, and SAAQ seizures.

SENIOR AGENT – AUTOMOTIVE COLLECTIONS - BANQUE TD

(2010 - 2018)

• Support my team in managing various cases.
• Review the files handled by my 4 agents to obtain my supervisor's approval.
• Answer various calls and ensure I offer our customers appropriate solutions.
• Work jointly with bankruptcy trustees, bailiffs, the police, and other parties involved in collections.

AGENT – AUTOMOTIVE COLLECTIONS - BANQUE TD

(2008 - 2010)

• Analyze cases based on various situations and make appropriate recommendations.
• Offer customers alternatives to avoid repossession or other collection actions.
• Work as part of a team to expedite decision-making on certain critical cases.

CUSTOMER SERVICE AGENT - BELL CANADA

(2002 - 2008)

• Respond to customers' needs regarding moves, telephone line connections, and account openings.
• Offer additional services to ensure the case file is complete.
• Manage complaints and resolve billing issues.

DES Bernard Gariépy (1993 - 1998)

Automotive Finance - Banque TD (2011)

Insurance and Risk Management - Banque TD (2011)