CHRISTINE DEONARINE
Toronto,Canada
Summary
Analytical problem-solver skilled in evaluating situations and making informed decisions. Collaborative team player with the ability to adapt to changing environments. Strong organizational and interpersonal skills, effectively managing resources to achieve goals. Experienced in Microsoft 2019 applications, including Word, Excel, and PowerPoint.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Payment Services Officer (Canada Pension Plan and Old Age Security)
Service Canada
02.2025 - Current
- Serve as the primary point of contact for Canadians regarding Canada Pension Plan (CPP) and Old Age Security (OAS) benefits through high-volume inbound telephone interactions.
- Verify client identity and protect sensitive personal information in accordance with federal privacy legislation, policies, and procedures.
- Update and maintain client records including personal information, mailing addresses, contact details, banking information, and direct deposit information to ensure accurate benefit administration.
- Process requests related to reissued payments, missing payments, returned payments, and payment delivery concerns while ensuring compliance with program guidelines.
- Explain federal benefit programs, eligibility criteria, application procedures, payment processes, and program requirements in a clear and professional manner.
Special Service Desk Representative
The Home Depot
04.2023 - 12.2025
- Managed Customer Order Management process from beginning to end, following up on regular and special orders, installations, and website orders to ensure customer satisfaction.
- Ensured that customers received the products/services they ordered in a timely manner to meet their needs.
- Proactively worked to resolve sale issues, assess customer needs, guide customer decisions and coordinate all order-related activities with both internal and external parties.
- Processed customer returns and purchases while answering customer questions and concerns.
- Assisted customers in filling out and processing Home Depot credit card applications.
Integrity Services Investigator (Employment Insurance)
Service Canada
09.2022 - 02.2025
- Determine the eligibility of persons applying for government benefits such as Employment Insurance (EI).
- Ascertain the facts on such issues as reasons for loss of employment and availability for work.
- Monitor the payments of benefits and investigate claimants when there appears to be fraud or abuse.
Payment Services Officer (Employment Insurance)
Service Canada
01.2022 - 05.2022
- Assisted Canadians via phone calls to Service Canada, providing solutions and answers to questions and concerns regarding program-specific legislation like EI and maternity leave.
- Demonstrated excellent client service and problem solving skills to gather information and analyze claims for benefits via external phone calls in a prompt and efficient manner.
- Responsible for verifying client information on such issues as reasons for loss of employment and availability for work to determine eligibility for EI purposes as well as other Canadian programs.
- Verified client information on reasons for loss of employment and availability for work to determine eligibility for EI and other Canadian programs.
- Adhered to strict policies and procedures as stated by Service Canada to provide optimal solutions and answers to clients' concerns and questions.
AML Verification Officer
Royal Bank of Canada
10.2021 - 01.2022
- Responsible for verifying and ensuring business account applications were accurate and adhered to RBC regulation and policies.
- Provided hardcopies of forms via letter to assist those unable to apply for business accounts online.
- Emailed external partners to notify them of corrections required to process new business accounts.
New Accounts Specialist
Questrade Inc
12.2019 - 06.2020
- Interacted and assisted clients through the onboarding process using a variety of channels such as phone calls, emails, live chat and face-to-face meetings.
- Demonstrated strong communication skills (via telephone, including pre-call planning) to explain and answer any questions/inquiries related to Questrade’s products and services.
- Helped clients successfully set up new accounts for trading which included but is not limited to: attaining necessary documentation and IDs, constant external and internal communication to ensure all forms are completed accurately and processed efficiently.
Reconciliation Officer
Royal Bank of Canada
02.2019 - 11.2019
- Managed client accounts to record daily activity, ensuring timely reconciliation in internal accounting system.
- Reviewed all transactions and reports to ensure all data adhered with company policies and guidelines (SOX, G/L attestation, EUC, Enterprise G/L Attestation policy and CPA).
- Reviewed all transactions and reports to ensure all data adhered to company policies and guidelines (SOX, G/L attestation, EUC, Enterprise G/L Attestation policy and CPA).
- Resolved issues from internal and external parties by investigating and coordinating with relevant groups.
- Consistently provided high quality service by responding to ad-hoc requests and escalations from all internal and external parties to ensure key controls are in place.
Retail Staffing Coordinator
The Home Depot
11.2018 - 01.2019
- Efficiently followed the recruiting process by screening applicants, arranging, and conducting telephone interviews, ensuring follow-up as necessary to create a positive candidate experience.
- Proactively displayed strong communication skills to source applicants to fill various vacancies through email, phone, and in-person contact.
- Partnered with HR Managers to attend job fairs to support fair hiring initiatives.
Accounts Service Representative
Royal Bank of Canada
11.2015 - 09.2016
- Primarily responsible for verifying data and preparing materials for keying, coding, and printing.
- Confirmed and balanced data such as deposit slips, armored car carrier summaries, and tracking logs.
- Reviewed and certified information on cheques such as account numbers, dates, and amounts to mitigate any potential breaks in reconciliation.
- Processed and posted data entries and process adjustments using an in-house accounting system to meet established SLA.
- Documented all foreign currencies daily and ensured all currencies had the correct exchange rate applied.
Market Researcher
Winning Research
05.2013 - 08.2013
- Supported companies with market analysis and insights to clarify their competitive positioning.
- Conducted research on consumer opinions, marketing strategies, and political data using short surveys and focus groups.
- Communicated effectively with clients to ensure understanding of research findings and project requirements.
Education
Bachelor of Commerce (BComm.) - Business Management
Ryerson University
Toronto, Canada 09.2012 - 10.2017
Timeline
Payment Services Officer (Canada Pension Plan and Old Age Security)
Service Canada
02.2025 - Current
Special Service Desk Representative
The Home Depot
04.2023 - 12.2025
Integrity Services Investigator (Employment Insurance)
Service Canada
09.2022 - 02.2025
Payment Services Officer (Employment Insurance)
Service Canada
01.2022 - 05.2022
AML Verification Officer
Royal Bank of Canada
10.2021 - 01.2022
New Accounts Specialist
Questrade Inc
12.2019 - 06.2020
Reconciliation Officer
Royal Bank of Canada
02.2019 - 11.2019
Retail Staffing Coordinator
The Home Depot
11.2018 - 01.2019
Accounts Service Representative
Royal Bank of Canada
11.2015 - 09.2016
Market Researcher
Winning Research
05.2013 - 08.2013
Bachelor of Commerce (BComm.) - Business Management
Ryerson University
09.2012 - 10.2017