GEORGE ABDALLAH MOUBAYED
Aylmer,Canada
Summary
Professional in support services, bringing valuable experience and track record of impactful contributions. Known for fostering collaboration and delivering reliable results in dynamic and high paced environments. Possesses strong organizational skills and client-focused mindset. Diligent and poses a solid background in support services. Successfully streamlined administrative processes and enhanced client satisfaction. Demonstrated proficiency in problem-solving and effective communication.
Overview
9
9
years of professional experience
Work History
Senior Research Support Services Officer (Processing Officer) Level 7 (equivalent to PM-03)
Canadian Institutes of Health Research
04.2023 - Current
- Received a succeeded plus performance rating in the 2023-2024 fiscal year while continuing to perform at an above average level in the 2024-2025 fiscal year
- Average of 90 requests actioned per week, approximately 12% above the operational objective
- Surpassed case resolution targets, leading to an overall increase in productivity of 40%
- Produce high number of resolved enquiries while respecting a 48-hour service level agreement (SLA) for general enquiries, and 12 business-day SLA for complex post-administrative change requests, requiring financial and managerial approval
- Upon the request of the training advisor, actively assist in staff training for new policies and procedures introduced within the contact centre
- Work independently and collaboratively on complex inquiries with internal business units to ensure they are addressed from the research community
- Accountable for addressing questions and making changes to grants and awards post-funding
- Prepare summary reports with the proposed resolution or approval recommendations and making the appropriate updates to grant information, including preparing revised funding related documents
- Identify procedural inconsistencies and inefficiencies to support the continuous improvement of the Contact Centre
- Collaborate with colleagues across the Portfolio to clarify the service standards, processes, and procedures of the Contact Centre and to facilitate operations
- Work collaboratively with various business units within the agency to ensure prompt and accurate information is delivered to the research community and institutions
- Highly proficient and continuously applying complex funding policies, for funded awards, grants and prizes, set out by the Government of Canada in the Tri-Agency Guide on Financial Administration (TAGFA), the Tri-Agency Research Training Award Holders Guide (TARTAHG) and the National Joint Council (NJC), amongst others
- Respond to and/or forward all correspondence, as required (e.g Voice messages, faxes and email)
Financial Educator
Credit Counselling Society
11.2022 - 04.2023
- Delivered dynamic and informative presentations and facilitated workshops and webinars for clients, students, and the public
- Presentation topics included personal money management, credit education, and debt management strategies
- Delivered presentations to creditors, employers, community organizations, and professional associations to increase awareness of core services
- Actively fostered community and stakeholder relationships to promote awareness of the organization’s services and programs
- Developed educational materials on credit, money management, and budgeting
- Communicated with diverse groups, including Refugees from Syria, the Indigenous population, and individuals within women’s shelters
- Identified and managed risks that could impact the project's success and developed contingency plans to mitigate these risks
- Communicated regularly with stakeholders, including project sponsors, team members, and external partners, to provide updates on the project's progress and address any issues that arose
- Monitored the project's budget and schedule and adjusted, as needed, to keep the project on track
- Ensured project was completed to a high-quality standard to meet stakeholders' requirements
Client and Creditor Liaison
Credit Counselling Society
03.2020 - 01.2023
- Oversaw and monitored a portfolio of client programs to help clients through their journey of becoming debt free
- Communicated and negotiated with creditors to gain acceptance of repayment proposals that are in the best interest of the client
- Maintained ongoing positive cooperation with creditors
- Responded to client and creditor inquiries/communication in a prompt, professional, and courteous manner, while taking ownership to resolve in a solution focused manner
- Worked collaboratively with Counsellors to ensure integrity and validity of our Debt Management Program by following up to help clients maintain and successfully complete the repayment of their debts
- Ensured all files recommended for closure (successful/unsuccessful) have been analyzed and steps taken to aid the client prior to file closure
- Disbursed client funds in accordance with the related procedures, legislation, and regulatory requirements
- Conducted annual reviews of the client programs to ensure continued creditors cooperation and the future success for the client
- Supported clients with sensitivity to their cultural and socioeconomic characteristics
- Other duties as assigned, including participating in our Performance Quality Improvement (PQI) process
Client Care Specialist
Credit Counselling Society
10.2018 - 03.2020
- Assisted first time callers in understanding the role of the Credit Counselling Society and answered general questions about debts and debt management
- Being familiar with municipal, provincial and federal social programs that could assist impoverished individuals who are looking for services that the Credit Counselling Society may be able to offer. These services would also often work in conjunction with the Credit Counselling Society
- Determined the right type of appointment for clients and utilizing the Debt Management solutions software in scheduling appointments with counsellors
- Completed various administrative tasks such as filling, and data entry of various client documents sent in by creditors and client and counsellors
- Quality control of clients Debt Management programs to ensure that information in the programs is entered and accurate before sending proposals to creditors
- Assisted counsellors with appointment translations in French and Arabic
- Ensured that all client correspondence (e-mail or voicemail) are answered promptly
- Assisted in monitoring various shared and general inboxes
Rental Management Trainee
Ryder Systems Inc.
08.2017 - 10.2018
- Handled sales and sales process for inbound calls as well as outbound solicitation
- Responsible for executing the business unit's marketing plan
- Maintained current accurate data within the company's marketing database
- Responsible for generating rental, lease and used vehicle sales leads
- Maintained and expanded relationships with existing customer base
- Accountable for coordinating with Maintenance, Asset management, Sales and Marketing to ensure customer satisfaction
- Maintained compliance with company, local, state, federal and other regulatory agencies
- Reconciled all customer concerns, issues, disputes in order to maintain the on-going relationship
DeafBlind Intervention Specialist
DeafBlind Ontario Services
07.2015 - 08.2017
- Worked with six individuals with congenital deaf blindness in two group homes in Ottawa
- Specially trained to act as the eyes and ears of individuals who are deaf and blind through communication of their choice (e.g
- SEE (sign exact English), LSQ (Langues des signes Québécoise) etc.)
- Trained to address various physical, cognitive, and medical needs of clients (such as administration of medication, dealing with seizures, etc.)
- Assisted in the development of programs and goals for clients to promote independence and a better lifestyle in conjunction with coordinator of regional client services and team leader
- Familiar with and utilizing social service programs that benefit our clients
- Being able to know how where and when to access certain social services
- Trained to operate a accessible van
- Trained staff to conduct proper lifts and transfers of clients
- Participated in a fact-finding exercise in North Carolina (March 2017) to explore new technologies which can be used in group homes within the organization
- Co-Chair and Representative for the Ottawa Region on the Joint Health and Safety Committee (October 2015 – August 2017) – Co-chair (March 2017 – August 2017)
- Member of Job Evaluation Committee (December 2016 – August 2017)
- Participant in Leadership Development Program (November 2016 – August 2017)
Ambassador (summer student position)
ByWard Market Business Improvement Area/City of Ottawa
04.2016 - 08.2016
- Provided tourists and the public with an on-street resource for questions about the market and the city
- Provided a safety and security function by monitoring street activity and responding to situations requiring intervention
- Provided front-line response and first aid treatment in the case of accident or injury
- Maintained positive community relations with all market stakeholders
- Acted as a registered parking control officer for the city of Ottawa for designated streets in the ByWard market
- Understanding and utilizing social service program offered by the city to assist the impoverished community that frequent the area
Education
Bachelor of Science - Minor in Biology
University of Ottawa
Ottawa, ON04-2014
High School Diploma - Specialization: Scientific Concentration
Collège Catholique Samuel-Genest
Ottawa, ON06-2010
Skills
- Customer service focus
- Strong Organization
- Operational Efficiency
- Compliance Management
- Policy Enforcement
- Records Management
- Quality controls
- Fully Bilingual in French and English
- Office Administration
- Flexible Schedule
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Elementary
Federal public service relevant information
English Language Testing Results
Written: C (Expires February 2nd, 2028)
Reading: C (Expires February 2nd, 2028)
Oral: E (Expires February 7th, 2028)
Security Screening
Authorized Level: Reliability Status (Expires February 22nd, 2033)
Community Service
- Royal Ottawa Mental Health Centre, 01/01/16, 12/31/17, Volunteered in the geriatric day hospital and geriatric inpatient program working with individuals with depression, dimension, anxiety and Alzheimer’s., Assisted in running the program with recreational therapist., Striking conversation with individual and encourage them to be social., Assisted individual with certain activities.
- Jeun' espoir Jamaïque (Humanitarian project), 01/01/09, 12/31/10, Built a house for a citizen of Kingston, Jamaica., Renovated a community centre in Kingston., Organized numerous charitable events to raise money for this cause.
References
Available upon request
Timeline
Senior Research Support Services Officer (Processing Officer) Level 7 (equivalent to PM-03)
Canadian Institutes of Health Research
04.2023 - Current
Financial Educator
Credit Counselling Society
11.2022 - 04.2023
Client and Creditor Liaison
Credit Counselling Society
03.2020 - 01.2023
Client Care Specialist
Credit Counselling Society
10.2018 - 03.2020
Rental Management Trainee
Ryder Systems Inc.
08.2017 - 10.2018
Ambassador (summer student position)
ByWard Market Business Improvement Area/City of Ottawa
04.2016 - 08.2016
DeafBlind Intervention Specialist
DeafBlind Ontario Services
07.2015 - 08.2017
Bachelor of Science - Minor in Biology
University of Ottawa
High School Diploma - Specialization: Scientific Concentration
Collège Catholique Samuel-Genest
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