Genevieve Bertrand
Victoria
Summary
Dynamic professional with extensive experience in complainant intake processes and a wide range of administrative functions. Exceptional organizational skills in managing sensitive and confidential records to ensure precise information delivery. Proven ability to collaborate effectively with team members enhances operational efficiency and contributes to meaningful outcomes aligned with office mandates and legislative requirements. Committed to fostering a productive work environment that prioritizes compliance and excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Intake Administrator – AO15
BC Public Service – Office of the Police Complaint Commissioner
10.2021 - Current
- Receives and acknowledges submissions from complainants, Reviews supporting information with complainant to ensure the information is accurate, Assesses information provided to determine if issue is within the scope of the office's mandate, Refer complainants to other agencies if not within the jurisdiction of the office, Understanding and implementing provincial legislation, Contacts complainants and/or other stakeholders to obtain missing information, Enters case information in database(s) and maintains case files, Seeks guidance from management and/or senior staff on unusual matters, Provides general information to staff, the public, and stakeholder agencies regarding program policies and procedures, Proofreads, types and/or formats correspondence, Facilitates connections for complainants to community outreach agencies, Provides trauma-informed service to complainants who may present with varying needs, Engage and navigate interactions with abusive or difficult members of the public, Handling sensitive and confidential information accordingly,
Intake Support – Clerk 9
BC Public Service – Office of the Police Complaint Commissioner
08.2021 - 10.2021
- Received and acknowledged submissions from complainants, Reviewed supporting information with complainant to ensure the information is accurate, Assessed information provided to determine if issue is within the scope of the office's jurisdiction, Referred complainants to other agencies if not within the jurisdiction of the office, Understanding and implementing provincial legislation, Contacted complainants and/or other stakeholders to obtain missing information, Entered case information in database(s) and maintained case files, Sought guidance from management and/or senior staff on unusual matters, Provided general information to staff, the public, and stakeholder agencies regarding program policies and procedures, Proofread typed and/or formatted correspondence, Provided trauma-informed service to complainants who may present with varying needs, Engaged and navigated interactions with abusive or difficult members of the public, Handled sensitive and confidential information accordingly,
Customer Service Representative
Caddy Bay Liquor
05.2021 - 08.2021
- Serving It Right, Handling cash, Stocking product, Consistent learning of product, Having general knowledge of the store, Receiving store orders, Maintaining cleanliness throughout the store, Assisting customers with questions/concerns, Making sure customers leave happy and satisfied.
Customer Service Representative
Cascadia Liquor
11.2020 - 08.2021
- Serving It Right, Handling cash, Stocking product, Consistent learning of product, Having general knowledge of the store, Receiving store orders, Maintaining cleanliness throughout the store, Assisting customers with questions/concerns, Making sure customers leave happy and satisfied.
Counter Server/Expediter
Tacofino
01.2020 - 08.2020
- Providing excellent customer service, Greet customers, Take and relay orders, Answer phone orders, Serve food, Serve alcoholic beverages with valid Serving it Right, Expediting orders, Package food, Handling cash, Upkeep stocking supplies, Clean tables, Clean washrooms, Sweep and mop front end, Provide information concerning products upon customer request, Having a general knowledge of offered products, Working in a fast paced environment.
Barista/Server
Mosi Gelato
09.2019 - 01.2020
- Operating espresso machine, Fabricating espresso beverages, Serving gelato, Serving baked goods, Delivering goods, Cooking duties (sandwiches, mayo, cookies), Invoicing deliveries, Conversing with customers, Assisting customers with questions, Making sure customers leave satisfied and happy, Having general knowledge of the company and store, Being Aware of sales and discounts, Handling cash, General cleaning duties (dishwashing, sweeping, mopping, etc.)
Customer Service Representative
Peninsula CO-OP
10.2013 - 08.2019
- Dispensing fuel, Dispensing propane, Checking oil, Handling cash, Conversing with customers, Maintaining cleanliness throughout the store, Daily paperwork, Worksite inspections, Placing store orders, Assisting customers with questions and/or concerns, Making sure customers leave satisfied and happy, Having a general knowledge of the store, Being aware of sales and discounts
Customer Service Representative
Liquor Plus
11.2017 - 03.2018
- Serving It Right, Handling cash, Stocking product, Consistent learning of product, Having general knowledge of the store, Receiving store orders, Maintaining cleanliness throughout the store, Assisting customers with questions/concerns, Making sure customers leave happy and satisfied
Cashier
Thrifty Foods
03.2012 - 10.2013
- Handling cash, Conversing with customers, Maintaining cleanliness throughout the store, Assisting customers with questions and/or concerns, Making sure customers leave satisfied and happy, Having a general knowledge of the store, Being aware of sales and discounts.
Hostess/Server
Victoria Regent Hotel
02.2010 - 02.2012
- Food prep, Setting up buffet with food and dishes, Clearing and setting up tables, Assisting guests with seating and requests, Assemble room service orders and delivery, Cleanup (putting food away, cleaning dishes, floors, tables), Restocking food, Cash out balancing, Create staff lunches.
Education
High School Diploma -
Stellys Secondary School
Central Saanich01.2013
Advanced Certificate - Mental Health and Addictions in the Criminal Justice System
Camosun College
Saanich01.2022
Diploma - Criminal Justice Program
Camosun College
Saanich01.2020
Skills
- Bilingual communication proficiency
- Consistent punctuality
- Efficient task management
- Active listening
- Decision-making
- Documentation and recordkeeping
- Engaging team member
- Problem-solving
- Teamwork and collaboration
- Empathetic listener
Languages
English
Native or Bilingual
French
Full Professional
Certification
- ASIST - Applied Suicide Intervention Skills Training - 2025
- SANYAS Indigenous Cultural Safety Training – 2022
- CPKN - Trauma Informed Practice – 2022
- GBA+ Training - 2022
- Mental Health First Aid - 2021
- Serving It Right – December 2022 – December 2027
- February 2016 - Emergency First Aid for Industry (OFA Level 1 Equivalent)
- February 2016 - Level A CPR/AED
- November 2013 - Propane Handling Certification
Interests
- Restorative Justice
- Crafting and DIY Projects
- Various Outdoor Activities
- Music and Arts
- Cooking and Testing Recipes
- Learning New Skills
- Engaging with Community
Timeline
Intake Administrator – AO15
BC Public Service – Office of the Police Complaint Commissioner
10.2021 - Current
Intake Support – Clerk 9
BC Public Service – Office of the Police Complaint Commissioner
08.2021 - 10.2021
Customer Service Representative
Caddy Bay Liquor
05.2021 - 08.2021
Customer Service Representative
Cascadia Liquor
11.2020 - 08.2021
Counter Server/Expediter
Tacofino
01.2020 - 08.2020
Barista/Server
Mosi Gelato
09.2019 - 01.2020
Customer Service Representative
Liquor Plus
11.2017 - 03.2018
Customer Service Representative
Peninsula CO-OP
10.2013 - 08.2019
Cashier
Thrifty Foods
03.2012 - 10.2013
Hostess/Server
Victoria Regent Hotel
02.2010 - 02.2012
High School Diploma -
Stellys Secondary School
Advanced Certificate - Mental Health and Addictions in the Criminal Justice System
Camosun College
Diploma - Criminal Justice Program
Camosun College
Similar Profiles
Kelly HetheringtonKelly Hetherington
Project Manager at Northumbria Office for the Police and Crime CommissionerProject Manager at Northumbria Office for the Police and Crime Commissioner
Louis DeFrancoLouis DeFranco
Detective at Office of the Police CommissionerDetective at Office of the Police Commissioner
Brittany BowlesBrittany Bowles
Policy Officer at Office of the West Midlands Police and Crime Commissioner (OPCC)Policy Officer at Office of the West Midlands Police and Crime Commissioner (OPCC)
Noeun KeoNoeun Keo
CAD Drafter at FS Millworks LtdCAD Drafter at FS Millworks Ltd
Darren SomervilleDarren Somerville
Police Officer at Royal Canadian Mounted PolicePolice Officer at Royal Canadian Mounted Police