Reading and audiobooks, travel, tennis, learning sign language, cooking and baking, and continuous learning
Years of professional experience
Diane D’Almeida
Business Operations and Governance Leader
Victoria,BC
Summary
PERSONAL ATTRIBUTES
Decisive, team player, pleasant colleague, approachable, advocate, inclusive, peer development-oriented, dynamic, flexible, punctual, dependable, organized, proactive, goal-oriented, sympathetic, diplomatic, discreet, respectful, tolerant open to learning and receptive.
Talented Policy Analyst with background completing in-depth reviews under tight timelines to evaluate current, pending and proposed changes. Well-versed in authoring reports and developing recommendations to benefit department. Over 12 years of experience in federal, provincial government and private sector.
Focused on helping team by applying expertise in policies and procedures. Knowledgeable about developing and implementing data tracking systems to gather snapshot or ongoing information. Good relationship-building, critical thinking and problem-solving abilities.
Overview
17
17
21
21
years of professional experience
Work History
Policy Analyst
Employment and Social Development Canada
Gatineau, QC
03.2020 - 10.2022
- Evaluate and update prepared QMSAP Phase 1 and Phase 2 reports, received from the Policy Coordinator and Project Office Support
- Send reviewed QMSAP information to QMS team head for further review before management's approval
- Analyze and review project policy information on iService and make improvements recommendations to QMS team lead
- Examine bilingual policy instruments submitted through QMS process by policy coordinator
- Action tier 2 and tier 3 level quality management system (QMS) requests, for Policies, directives, standards, guides, procedures, and templates
- Draft templates and procedural documentation
- Conduct policy searches in PMIS, iService, U-Drive, SharePoint, and Treasury Board site as needed
- Provide feedback on information management best practices.
- Recommend updates to current legislation, regulations and policies.
- Draft and present reports outlining policy actions.
- Help conceive and oversee grassroots support or opposition for proposed changes.
- Check documentation for accuracy and validity on updated policy instruments.
- Carry out administrative tasks by communicating with clients, categorizing and assigning requests.
- Verify QMS requests by analyzing existing documents, version history and revision cycle on file.
- SharePoint subject matter expert, answering internal and external questions and inquiries related to SharePoint online.
- Communicate effectively with stakeholders in various teams.
Policy Coordinator
Employment and Social Development Canada
Gatineau, QC
01.2020 - 10.2022
- Develop and coordinate maturity action plan, and make recommendations to the manager
- Guide team brainstorming for agile framework and methodology mapping with waterfall methodology
- Coordinate artifacts quality management system (QMS) and documents revision lifecycle, including branch document coordination and control using SharePoint, a management and collaboration tool for designer access
- Oversee uploading files to team’s SharePoint document library
- Update documents in a document library using SharePoint
- Share documents, share site links, create a team site, add a list or library to the team site, search for documents, and information with entire organization
- Handle team’s information management needs
- Schedule team meetings and training with outlook
- Manage Team’s generic mailbox for Quality Management System requests for branch incoming outgoing requests
- Process urgent requests from the generic mailbox
- Provide recommendations to management on QMSAP projects artifacts through reports horizontal and vertical analysis.
- Check documentation for accuracy and validity on updated systems.
CEO and Founder of Women Work Empowerment
Women Work Empowerment
Ottawa, ON
09.2020 - Current
- Founder and strategic creator of ideas for the WWE non-profit programs
- Organize fundraising required to carry out the mission of the WWE organization
- Responsible for the operations, management, and administration of the WWE, including managing committee members and volunteers
- Oversee biweekly committee meetings
- Leads strategic initiatives to assists visible minority women in the professional world, climb the corporate ladder.
- Built productive relationships with industry partners to support strategic organization objectives.
- Developed key operational initiatives to drive and maintain substantial organizational growth.
- Helped countless immigrant women and single mothers in the community, find better employment
- Offered coaching, mentoring, referral services
Administrative Assistant
Dow's lake court Canadian Bar Association
Ottawa, ON
10.2009 - 12.2022
- Coordinated Professional Development and Online Continuing Legal Education
- Made registrations, Visa/Cheque payment follow-ups; Customer registration services for professional development
- Using IMIS software for managing associations
- Managed databank, data entry, and stat tracking
- Worked as an administrative assistant: Printing, copying, phone answering, flight tickets booking, hotel room reservations, and more.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Police Reporting Officer
Ottawa Police Service
Ottawa
09.2019 - 01.2022
- Handled non-emergency phone calls from public
- Reviewed all reports that are submitted via Online Reporting application
- Protected life and property through the enforcement of laws & regulations;
- Responded to calls for police service
- Conducted preliminary & follow-up criminal and traffic investigations
- Conducted interviews
- Served as first point of contact to community and provided information on a variety of topics
- Answered public inquiries and redirected police non-related matters to appropriate agencies
- Worked in partnership with other members of Organizations and provided support to other units and sections
- Took many types of police reports over telephone and reported them through Police Reporting Unit
- Also took other types of reports filed online
- Used various Ottawa Police systems to gather information, complete reports, and redirect it to investigator.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Served customers and followed outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Improved operations through consistent hard work and dedication.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Training Coordinator
Immigration Refugee and Citizenship Canada
Gatineau, QC
08.2018 - 01.2020
- Organizing, planning, and facilitating professional development and orientation training for IRCC new hires, casual, term, and indeterminate employees
- Facilitated employee training including code of conduct and values, and ethics training
- Managed, designed, developed, coordinated, and executed all training programs
- Booked conference rooms for IRCC, organized collective agreement meetings, joint learning programs, benefits training.
- Communicated with managers, HR department, directors, and team leaders to identify training needs and mapping out development plans for teams and individuals
- Monitored and followed up on course completion certificates, created learning repositories and updated learning material including implementing administrative systems, procedures, and policies;
- Took part in hiring process, and coordinated employee first day of work
- Worked with central management to identify, plan, in order to align with operational requirements and address training needs.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Liaised between trainers and course participants.
- Provided assistance for delivery of training courses by scheduling meeting rooms and managing team calendars.
- Gathered data about course success and participant experiences to help with future course planning.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Trained and mentored 3new training coordinators hired to replace me in my role.
- Decreased training time by designing effective new training programs.
PROGRAM ASSISTANT
Immigration Refugee and Citizenship Canada
Gatineau, QC
01.2018 - 12.2018
- Processed requests for Amendments, Households, Unmerges, and Change of Address online, Inbox change of Address, IRCC Call center requests, customer support
- Handled data entry, Microfilm Mail sorting, Document scanning, Printing, Video monitoring, Information sharing, Biometrics, Centralized Network.
- Assisted manager with planning and coordinating day-to-day and special program activities.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Managed both digital and physical filing systems and retrieved client documents as required.
- Gathered information and entered details into computer tracking spreadsheets, documents and databases.
- Filed records with precise approach to optimize data security and easy of use by program personnel.
Senior Information Officer
Canada Enquiry Centre (CEC) 1–800 O Canada,
Ottawa, Ontario
01.2010 - 12.2017
- Provided excellent customer service - client satisfaction - in call center environment -
- Provided remote and onsite online navigation support
- Provided Canadians with quick access to all government services and programs
- Supervised several teams of Information officers
- Ensured customer service and contributing to excellent service level (information/privacy breach ESDC)
- Provided information through phone, online and ensured offline support ( answering questions, taking callbacks for orders, handling transfers for complaints or complaints)
- Monitored calls and provided feedback for quality insurance and peer development
- Trained, mentored, coached new agents (updated training material)
- Understood and enforced office policies and procedures, including project mandate
- Provided recommendations for policy implementation and workplace improvement
- Implemented service-level agreement: Responded to enquiries in reasonable delay (stress management)
- Provided information on federal policies, regulations, government programs and services, provincial information services referral such as health card, driver’s license, legal assistance, and more.
Project Development Assistant
Canadian Council on Africa
Ottawa, ON
09.2009 - 12.2009
- Assisted as an intern in business development
- Performed office work, translation
- Handled newsletter distribution
- Executed data entry and update
- Assisted project manager in conducting operational and administrative tasks for a non-profit organization
- Participated in international conference organization, sent call for proposals, project schedules
- Helped prepare project status reports, and created presentation materials
FRENCH TEACHER Berlitz Language Institute
04.2009 - 10.2009
- Taught French as Second Language to Federal Government Official and Public Servants
- Prepared and organized material for training sessions
- Conducted one-on-one interviews to prepare candidates for their tests.
French Music Director
CHUO 89.1 fm
Ottawa, ON
09.2005 - 04.2009
- Managed French Music, and French Database
- Promoted local artists, communicated with labels
- Supervised and trained volunteers on radio hosting
- Provided orientation training to at least 200 volunteers during my position
- Coordinated radio programming and editing, radio show and AD production
- Developed sales and marketing advertisements
- Translated training materials, informational documents, and newspaper articles
- Organized fundraisers for community radio
Education
Knowledge Management - Information Management
PDI Ottawa University
Ottawa, ON03.2022
Policies and Procedures for compliance and Consistency - Public Policy And Governance
PDI Ottawa University
Ottawa University Virtual PDI01.2021
BAE1 Fundamentals of business Analysis Certificate -
PDI Algonquin College
Algonquin College Virtual PDI05.2020
Bachelor’s degree - Social Sciences, Politics
University of Ottawa
06.2009
Japanese language Intermediate level II Certificate - Japanese
Shinjuku Japanese Language Institute SNG
Tokyo, Japan07.2004
French Law Certificate University -
Sidi Mohamed Ben Abdellah
Morocco07.2003
Skills
- MS project 2016, Visio, SharePoint, PMIS, GCMS, GCdocs, Excel, Access, PowerPoint, Outlook, Acrobat Reader, Computer troubleshooting, Internet Explorer, Data Base management, Data entry Impact 360, PeopleSoft
- Policy Drafting
- Policy Modifications and Updates
- Training Policy
- Active Listening
- Presentations and Demonstrations
- Time Management
- Customer Satisfaction
- Complex Problem-Solving
- Work Organizing and Prioritizing
- Record keeping Organization
Affiliations
ADMINISTRATIVE ASSISTANT APTPUO (Association of Professors of University of Ottawa), 09/2007
Interests
Timeline
CEO and Founder of Women Work Empowerment
Women Work Empowerment
09.2020 - Current
Policy Analyst
Employment and Social Development Canada
03.2020 - 10.2022
Policy Coordinator
Employment and Social Development Canada
01.2020 - 10.2022
Police Reporting Officer
Ottawa Police Service
09.2019 - 01.2022
Training Coordinator
Immigration Refugee and Citizenship Canada
08.2018 - 01.2020
PROGRAM ASSISTANT
Immigration Refugee and Citizenship Canada
01.2018 - 12.2018
Senior Information Officer
Canada Enquiry Centre (CEC) 1–800 O Canada,
01.2010 - 12.2017
Administrative Assistant
Dow's lake court Canadian Bar Association
10.2009 - 12.2022
Project Development Assistant
Canadian Council on Africa
09.2009 - 12.2009
FRENCH TEACHER Berlitz Language Institute
04.2009 - 10.2009
French Music Director
CHUO 89.1 fm
09.2005 - 04.2009
Knowledge Management - Information Management
PDI Ottawa University
Policies and Procedures for compliance and Consistency - Public Policy And Governance
PDI Ottawa University
BAE1 Fundamentals of business Analysis Certificate -
PDI Algonquin College
Bachelor’s degree - Social Sciences, Politics
University of Ottawa
Japanese language Intermediate level II Certificate - Japanese
Shinjuku Japanese Language Institute SNG
French Law Certificate University -
Sidi Mohamed Ben Abdellah