Damon Lui
Ottawa,ON
Summary
Experienced program administration and operation with a demonstrated history of working in the client-facing settings and delivering federal regulated programs. Passionate in providing first-class service through excellent decision-making skills and effective communication.
Overview
3
3
years of professional experience
Work History
Service Canada Benefits Officer
Employment and Social Development Canada
Cornwall, ON
09.2022 - Current
- Gather information from both clients and employers to make decisions on eligibility and entitlement to benefits by applying applicable legislation, regulations and case law.
- Fully trained as Core and Enhanced Officer, proficient in adjudicating Level 2 contentious matters within the employment insurance aspects.
- Significant experience in processing employment insurance applications, providing decisions by drafting Record of Decision.
- Familiar with software and programs used within the department to ensure an efficient processing workflow.
- Work as a Peer Mentor to provide coaching and support to new hires, and fellow colleagues.
Contract Instructor - Cantonese
Ottawa-Carleton District School Board
Ottawa, ON
09.2022 - Current
- Teach Cantonese language to students of varying ages and proficiency levels by developing and implementing lesson plans that cover speaking, listening, reading, and writing skills,
- Provide regular assessment and feedback in relation to the learning progress, and maintain regular communication with students' parents or guardians for updates and discussion
Payment Services Officer
Employment and Social Development Canada
Ottawa, ON
11.2021 - 09.2022
- At the frontline to assist Canadians to understand legislation, procedures and processes related to Employment Insurance Benefits.
- My day-to-day duty includes but not limited to gathering information from Canadians, review EI applications, verify eligibility and escalate to respective level of decision if needed.
- Experiences participating in After-hours Contact Centre Processing Assistance Project, Green-time Processing Assistance Initiative, eService Initiative and Passport Operations with Citizen Services Branch.
Supervisor, Customer Service Operations & Training
Strategic Aviation Holdings
Ottawa, ON
12.2020 - 01.2022
- Responsible for leading the above-the-wing operation at Ottawa MacDonald-Cartier International Airport for WestJet as a third party service provider.
- Provided direct supervision of three Customer Service Leads and 30 Customer Service Agents and responsible for manpower and operation planning, internal auditing, daily operation leadership, continuous skills development.
- Acted as Duty Manager and point-of-contact for WestJet and work along with various internal and external stakeholders.
Education
Bachelor of Arts - Communication And Media Studies
Carleton University
Ottawa, ON06-2024
High School Diploma -
Unionville High School
Unionville, ON06-2016
Skills
- Fact-finding
- Adjudication
- Benefits Interpretation
- Verbal and Written Communication
- Ability to Multitask
- Customer Service
Qualified Pools
Fully qualified: CFIA AS-03 - 22-ICA-NCR-INT-VAR-ASMD-455
Fully qualified: AAFC AS-03 - 23-AGR-NCR-IA-PB-19501
Fully qualified: ESDC PM-02 - 2022-CSD-EA-ON-0080825
Timeline
Service Canada Benefits Officer
Employment and Social Development Canada
09.2022 - Current
Contract Instructor - Cantonese
Ottawa-Carleton District School Board
09.2022 - Current
Payment Services Officer
Employment and Social Development Canada
11.2021 - 09.2022
Supervisor, Customer Service Operations & Training
Strategic Aviation Holdings
12.2020 - 01.2022
Bachelor of Arts - Communication And Media Studies
Carleton University
High School Diploma -
Unionville High School
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