A high-energy, fluently bilingual, passionate about lifelong learning, strategic leader professional with a demonstrated history in working one on one with a diverse range of clients & government officials. Recognized for being a client facing service provider with excellent oral and written communication. Detail-oriented Citizen Service Officer with over 5 years of experience providing dedicated clerical services. Offering strong skills in case file management, organized to handle a high-intensity workload. Fantastic at using Work Internal Systems for data entry and analysis. Excellent multitasking and applying real-world solutions to long-term licensing issues. Responsible Citizen Services Officer with a keen understanding of local & Federal ordinances, rules and regulations. Strong bookkeeping, public administration and accounting talents. Gifted at maintaining records, issuing licenses and validating official records. Superb computer, interpersonal and verbal and written communication skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Passport Officer- London Passport Officer
SERVICE CANADA
07.2022 - Current
Review and analyze applications, check eligibility and make decisions on issuing passports
Detecting potential frauds and background checks as part of duties to approve application
Determining needs of and responding to questions from clients on service offerings and other government services
Counsel clients by providing information on how to apply for a passport.
Performed routine data entry and/or document management.
Respond to requests for information from public, other municipalities or state and federal legislative offices.
Stayed up-to-date on Federal laws and procedures requirements to complete accurate and efficient reviews of applications.
Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
Informed customers by mail or telephone of additional steps needed to obtain passport
Researched information in federal archives upon request of public officials or private citizens.
Created documents with applicant information and verified data against Citizen Internal database information.
Self-motivated, with strong sense of personal responsibility.
Proven ability to learn quickly and adapt to new situations.
Worked well in team setting, providing support and guidance.
Worked effectively in fast-paced environments.
Managed time efficiently in order to complete all tasks within deadlines.
Demonstrated respect, friendliness and willingness to help wherever needed.
Excellent communication skills, both verbal and written.
Passionate about learning and committed to continual improvement.
Proved successful working within tight deadlines anfast-paced environment.
Strengthened communication skills through regular interactions with others.
Organized and detail-oriented with strong work ethic.
Adaptable and proficient in learning new concepts quickly and efficiently.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Paid attention to detail while completing assignments.
Worked flexible hours across night, weekend and holiday shifts.
Cultivated interpersonal skills by building positive relationships with others.
Program Assistant H
WESTERN UNIVERSITY, A Leeper, Hearing Clinic
05.2021 - 06.2022
School of Communication Sciences & Disorders, Faculty of Health Science
Developed a solid understanding of the services provided to patients, the community and the student practitioners
Manage and be responsible of the clinic s database systems, appointment management s stem, documentation and scheduling tracking
Record & collect payments accordingly , and submit financial aid forms on behalf of patients- when applicable-
Assisted with planning and coordinating day-to-day and special program activities.
Created and updated records and files to maintain document compliance.
Managed both digital and physical filing systems and retrieved documents as required.
Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Prepared clearly written and formatted documents and reports.
Sorted, opened, and routed mail and deliveries to meet business requirements.
Offered technical support and troubleshot issues to enhance office productivity.
Drafted agendas, recorded minutes and generated documents to facilitate meetings.
Coordinated and communicated with external stakeholders to support program objectives.
Authored business documents to organize and emphasize information quickly and effectively.
Supported planning and coordination of Speech and Audiology program and associated activities.
Identified communication channels to set roadmap to distribute information.
Assisted clients with daily living needs to maintain self-esteem and general wellness.
Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Followed detailed directions from management to complete daily paperwork and computer data entry.
Increased customer service success rates by quickly resolving issues.
Completed daily logs for management review.
Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Performed wide-ranging administrative, financial and service-related functions.
Ordered and distributed office supplies while adhering to fixed office budget.
Developed and implemented strategies to streamline office operations.
Childcare Director
BRIGHTPATHKIDS CORP
08.2014 - 12.2020
Engaged with parents and families to build positive relationships for children to thrive.
Operated under licensing guidelines to protect health, safety and well-being of children.
Planned and monitored curriculum and program activities and liaised with teachers to create fun and engaging learning experiences.
Supervised and managed team of childcare professionals to guarantee highest standards of care.
Developed relationships with community organizations to provide additional resources and services to families.
Evaluated staff and offered guidance to enhance knowledge, skills, and professional development to optimize learning environment.
Managed program paperwork and child records to comply with provincial requirements.
Communicated with local and state government agencies to maintain compliance with all regulations.
Resolved conflicts and administered corrective action to foster positive experience for children and staff.
Recruited, selected, and retained high-quality staff to reduce turnover and foster stability.
Attended approved training and continuing education courses to maintain certifications.
Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
Adhered to budgetary guidelines to set financial goals and maintain school profitability.
Furnished facility with supplies, equipment, food and materials to foster social and cognitive development.
Monitored and observed child progress, interactions and behavior and reported findings to parents.
Executed marketing plan and promoted positive image to achieve enrolment goals.
Stayed current on guidelines to maintain compliant program operations.
Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
Supervised childcare workers and oversaw facility to meet provincial requirements for education and training.
Maintained high-quality child care standards based on developmentally appropriate practices.
Collaborated on strategies to enhance student learning and behaviour alongside parents and teaching staff.
Observed and assessed classroom activities to verify conformity with quality standards.
Attended professional meetings and conferences to maintain and improve professional competence.
Implemented school policies, procedures, and systems to promote safe and healthy environment in compliance with state standards.
Modernized instructional plans and educational approaches to enhance student learning.
Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning
Served as corporate liaison for finance, IT and marketing departments.
Managed data and correspondence to secure information across complex landscapes of organizational departments.
Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Volunteered to help with special projects of varying degrees of complexity.
Managed effective program outreach plans with strategic use of speakers and tours to enhance community engagement and increase participant numbers.
Education
No Degree - CITIZEN SERVICES
Passport Program Apprenticeship Program
SERVICE CANADA
10.2023
No Degree - English As A Second Language
TEFL ACADEMY
ENGLAND
01.2022
Business Management Certification - Business Management
University of Calgary
Calgary, AB
04.2020
Bachelor of Early Childhood Care And Education - Early Childhood Care And Education
Lethbridge Collegiate Institute
Lethbridge, AB
04.2017
Bachelor of Early Learning Program Development - Early Childhood Care And Education
Western Montessori College
Calgary, AB
06.2013
Skills
Excellent Communication
Dependable and Responsible
Cultural Awareness
Good Telephone Etiquette
Customer Service
Flexible and Adaptable
Organization and Time Management
Calm Under Pressure
Multitasking
Computer Skills
Policy Analysis
Money Handling
Application Review
Schedule Management
Records Management
Legal Terminology
Data Verification & Acquisition
Public Policy
Dispute Resolution
Office Management
Document Review & verification
Database Management
Document Preparation
Problem-Solving Abilities
Public Service
Certification
Business management Certification
Public service certification
Timeline
Passport Officer- London Passport Officer
SERVICE CANADA
07.2022 - Current
Program Assistant H
WESTERN UNIVERSITY, A Leeper, Hearing Clinic
05.2021 - 06.2022
Childcare Director
BRIGHTPATHKIDS CORP
08.2014 - 12.2020
No Degree - CITIZEN SERVICES
Passport Program Apprenticeship Program
No Degree - English As A Second Language
TEFL ACADEMY
Business Management Certification - Business Management
University of Calgary
Bachelor of Early Childhood Care And Education - Early Childhood Care And Education
Lethbridge Collegiate Institute
Bachelor of Early Learning Program Development - Early Childhood Care And Education