ARIE MENSAH
Pickering
Summary
Professional with comprehensive experience. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results with focus on integrity and accountability.
Energetic with a positive attitude, experienced in customer service, administration, and sales in a variety of business environments. Fast learner with great interpersonal and strong multitasking skills. Advanced computer skills, knowledge of both Microsoft and Mac platforms. Great organizational and time management skills, with an ability to adapt, prioritize tasks, meet deadlines, work effectively and efficiently under pressure and also solve problems professionally with strong communication skills both written and verbal.
Overview
12
12
years of professional experience
1
1
Certification
Work History
PROGRAM SERVICES OFFICER (Old Age Security)
Employment and Social Development Canada
09.2023 - Current
- Process applications and provide information related to Old Age Security.
- Determine client eligibility, assess applications, and communicate with clients.
- Conduct investigations and reviews to ensure program integrity, prevent fraud and/or misuse of the Old Age Security program, identify irregularities and take appropriate action to address issues.
- Communicate with clients, their representatives and other stakeholders (e.g. Canada Revenue Agency) to gather information, explain decisions, and resolve inquiries.
- Manage a caseload of applications and client inquiries, maintain accurate records and ensuring timely processing of cases.
- Work collaboratively with other team members and stakeholders to ensure efficient and effective delivery of benefits.
- Maintain a current understanding of program legislation, policies, procedures and guidelines related to Old Age Security and other associated benefits.
PAYMENT SERVICES OFFICER (CPP/OAS)
Employment and Social Development Canada
07.2018 - 09.2023
- Receive inbound calls. Explain and provide specified program legislation, information/procedures, services, benefits and processing time frames to clients.
- Authenticate and verify clients and/or representatives before releasing information.
- Gather information using fact-finding and probing to determine best course of action and/or referrals.
- Communicate discrepancies and decisions of applications and benefits.
- Resolve client problems relating to applications, benefits, payments and correspondence.
- Find potential benefit entitlements by gathering missing information and reviewing client files.
- Refer and assist clients to register for online services.
- Verify and update client personal information.
- Escalate matters at the appropriate levels in accordance with procedures.
- Issue basic benefit letters, statements of contributions and duplicate tax slips as requested.
- Report any relevant changes to client files or personal information that may potentially affect current or future benefits/payments.
- Add notes on client files, advising of updates/changes information provided and actions taken.
- Complete detailed call tracking as required.
- Meet expectations in accordance with the National Quality Coaching Program.
- Identify and report potential fraud.
- Complete daytime processing as required and complete Team Leader escalations.
CUSTOMER SERVICE AGENT
DriveTest Metro East
05.2017 - 07.2018
- Respond to inquiries related to driver licensing, determine applicant status and provide information regarding testing and re-testing procedures and regulations relating to all classes of licences.
- Distribute and verify application forms for accuracy and completeness.
- Identify exchange privileges and test requirements for applicants of other countries, provinces, and jurisdictions.
- Investigate problems or errors on the licence records and initiate correction.
- Capture applicant photos, conduct and assess vision tests to ensure minimum requirements are met, provide referrals to vision specialists, conduct and process written tests, provide results and collect applicable fees, issue temporary licences and process licensing changes.
- Supervising test takers, collecting exams after completion, reporting incidents of misconduct, handle irregularities in accordance with strict policies.
- Closely follow and enforce exam procedures and regulations; setting up examination rooms and validating ID's.
ASSISTANT SUPERVISOR
Clore Beauty Inc.
03.2015 - 09.2017
- Responsible for preparing break schedules, on a weekly basis.
- Wig room specialist, in charge of stock, displays, inventory and sales.
- Assisted customers by helping them find products and hair/extensions.
- Provided customers with knowledge regarding products to better serve their needs and budget.
- Morning shift main cashier and back up cashier in the afternoon.
- First contact of communication with employees regarding schedule or shift changes.
- Reported to manager daily.
- Responsible for assisting or finding assistance for products and hair specialists when needed.
SALES COORDINATOR
Hilton Toronto
01.2014 - 07.2014
- Supported sales managers working with the following markets: Government, Union, Association, SMERF, and Business Travel sales in all aspects of their work.
- Qualified business through strategic questioning to verify if event aligned with predetermined sales parameters.
- Demonstrated service excellence by addressing needs of prospective and current clients/guests in a timely and professional manner.
- Provided a high level of customer service, performed administrative duties for the sales team, answered and directed client inquiries, prepared and distributed files to various department, inspected showrooms and tracked sales expenses.
HR INTERN
Hilton Toronto
05.2013 - 08.2013
- Worked as a co-op student.
- Updated notice boards.
- Distributed information to every department regarding events, workplace safety, workplace harassment and company incentives.
- Posted SALT (Service and Loyalty Tracking) scores on a daily basis.
- Assisted HR Director and HR Coordinator with administration tasks, which included: mailing, filing, collecting reports from various department heads checking references and booking interviews.
Education
Diploma - HOSPITALITY MANAGEMENT (HOTEL/RESORT)
Centennial College
Scarborough, ON08-2014
Diploma - ONTARIO SECONDARY SCHOOL DIPLOMA
J. Clarke Richardson Collegiate
Ajax, ON06-2007
Skills
- Client service
- Analytical and problem solving
- Communication
- Attention to detail
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Relationship building, leadership and teamwork
- Problem resolution
- Payment processing
- Professional telephone demeanor
Languages
English
Certification
Certified Level 1 Document Examination Training (FDR) – Ontario Ministry of Transportation (MTO) - June 2, 2017
Timeline
PROGRAM SERVICES OFFICER (Old Age Security)
Employment and Social Development Canada
09.2023 - Current
PAYMENT SERVICES OFFICER (CPP/OAS)
Employment and Social Development Canada
07.2018 - 09.2023
CUSTOMER SERVICE AGENT
DriveTest Metro East
05.2017 - 07.2018
ASSISTANT SUPERVISOR
Clore Beauty Inc.
03.2015 - 09.2017
SALES COORDINATOR
Hilton Toronto
01.2014 - 07.2014
HR INTERN
Hilton Toronto
05.2013 - 08.2013
Diploma - HOSPITALITY MANAGEMENT (HOTEL/RESORT)
Centennial College
Diploma - ONTARIO SECONDARY SCHOOL DIPLOMA
J. Clarke Richardson Collegiate
Awards
Business Delivery Services Branch - Ontario, Employee Culture and Experience, Certificate of Appreciation for Support and Dedication
Similar Profiles
Plamedi KapilaPlamedi Kapila
Administrative Assistant, Human Resource at Government of Canada - Employment and Social Development CanadaAdministrative Assistant, Human Resource at Government of Canada - Employment and Social Development Canada
Louisa AnaniadisLouisa Ananiadis
Programs Officer at SERVICE CANADA, EMPLOYMENT AND SOCIAL DEVELOPMENT CANADAPrograms Officer at SERVICE CANADA, EMPLOYMENT AND SOCIAL DEVELOPMENT CANADA
Lina AlchaerLina Alchaer
Project Manager at Employment and Social Development Canada, ESDCProject Manager at Employment and Social Development Canada, ESDC
Reianna RampersaudReianna Rampersaud
International Advancement Coordinator at University Of Toronto, St. George CampusInternational Advancement Coordinator at University Of Toronto, St. George Campus
Courtney WilliamsCourtney Williams
Parks Handy Worker 3 at City of Toronto, Parks and RecreationParks Handy Worker 3 at City of Toronto, Parks and Recreation