Erica Longo
Montreal,QC
Summary
Client-focused support specialist with extensive experience in fast-paced service environments. Known for taking ownership of client interactions, understanding individual needs, and resolving challenges with efficiency and care. Passionate about building trust and empowering clients through collaborative, accountable service.
Overview
2026
2026
years of professional experience
Work History
Education Consultant / Coordinator
New Frontiers School Board
Chateauguay, Quebec
03.2024 - 06.2025
- Built strong, trust-based relationships with students and families by assessing individual needs, and providing tailored support solutions.
- Took full ownership of sensitive client situations, ensuring follow-up, accountability, and appropriate referrals.
- Acted as a liaison between community organizations, educational institutions, and stakeholders.
- Coordinated workshops and outreach initiatives to strengthen engagement and community relationships.
- Maintained accurate documentation, and collaborated with multidisciplinary teams to support student success.
Data Collection Administrator
Statistics Canada
Montreal, Quebec
03.2022 - 03.2024
- Facilitated structured client conversations to gather precise data, ensuring client concerns were addressed effectively.
- Exercised strong call ownership, guiding respondents through complex processes to enhance understanding and satisfaction.
- Handled inbound and outbound inquiries, providing clear explanations and ensuring comprehensive resolutions.
- Managed confidential information in compliance with federal regulations, safeguarding data integrity and security.
COVID-19 Contact Investigator
Statistics Canada/Public Health Quebec
Montreal, Quebec
01.2021 - 03.2022
- Assessed risk factors, gathered detailed information, and provided clear guidance and next steps.
- Conducted high-volume outbound calls to individuals in vulnerable situations, ensuring comprehensive support and follow-up for each interaction.
- Provided compassionate, solution-oriented support, maintaining professionalism under pressure to address diverse client needs.
- Engaged in ongoing training on public health protocols and Indigenous community realities to enhance service delivery.
Linguistic Exchange Associate
McGill University
Montreal, Quebec
09.2019 - 06.2020
- Improved communication by organizing events and discussions that fostered dialogue.
- Facilitated support for international students through personalized one-on-one and group interactions.
- Coordinated socio-cultural activities that enhanced student engagement and community connection.
Security Investigation Associate (Fraud Services)
Bank of Montreal
Montreal, Quebec
10.2015 - 06.2018
- Investigated credit card applications to identify fraudulent activity, enhancing security measures.
- Assisted clients impacted by fraud, clearly explaining processes to restore their confidence in services.
- Collaborated with internal teams to streamline procedures, improving overall client experience.
- Recognized for contributing ideas to enhance operational efficiency (BMO Pulse Committee).
Market Research Interviewer / Census Enumerator
Statistics Canada
Montreal, Quebec
2009 - 2014
- Ensured accuracy of collected data while fostering professionalism and rapport with respondents
- Conducted structured interviews in English and French
- Collaborated effectively in diverse, fast-paced environments to achieve research objectives
Education
Master of Arts - Education
McGill University
Montreal06-2020
Bachelor of Arts - Sociology
Concordia University
Montreal06-2015
Diploma of College Studies - Social Sciences
Vanier College
Saint-Laurent06-2011
High School Diploma -
John F. Kennedy High School
Montreal, QC06-2008
Skills
- Client engagement and call ownership
- Needs assessment and solution-based advising
- Credit, risk, and sensitive information handling
- Relationship building and trust development
- Problem solving and critical thinking
- Goal-oriented performance
- Empathetic communication
- Conflict resolution
- Data accuracy and documentation
- Cross-functional collaboration
- Cultural sensitivity and inclusion
- Technology proficiency (Microsoft Word, Excel, PowerPoint, Zoom, Teams, Canva)
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Italian
Professional
Affiliations
Food Assistance Program Volunteer – Sun Youth Organization
Interests
- Cultural diversity, community engagement, and travel
- Music (guitarist and avid listener)
References
References available upon request.
Timeline
Education Consultant / Coordinator
New Frontiers School Board
03.2024 - 06.2025
Data Collection Administrator
Statistics Canada
03.2022 - 03.2024
COVID-19 Contact Investigator
Statistics Canada/Public Health Quebec
01.2021 - 03.2022
Linguistic Exchange Associate
McGill University
09.2019 - 06.2020
Security Investigation Associate (Fraud Services)
Bank of Montreal
10.2015 - 06.2018
Market Research Interviewer / Census Enumerator
Statistics Canada
2009 - 2014
Master of Arts - Education
McGill University
Bachelor of Arts - Sociology
Concordia University
Diploma of College Studies - Social Sciences
Vanier College
High School Diploma -
John F. Kennedy High School