INES NDEGE
Youth Services Bureau of Ottawa (YSB)
Nepean,ON
Work Preference
Work Type
Full TimeConsulting
Location Preference
RemoteHybrid
Location:
Nepean, ON
Open to relocation:
No
Important To Me
Work from home optionPaid time offPersonal development programsWork-life balanceFlexible work hoursHealthcare benefits
Skills
Employment Ontario programs and service delivery
Intake support
needs assessment
and service planning documentation
Case management systems: CaseFLO and CaMS/BPS (CAMS)
Client-centred employment interventions (individual and group support)
Labour market information
job search strategies
Work History
2 Years 2 Months
08.2024 - Current
2 Years 2 Months
Customer Service Retention Specialist
Youth Services Bureau of Ottawa (YSB) | 1355 Bank St, Ottawa, ON K1H 8K7
08.2024 - Current
- Supported delivery of Employment Ontario-funded employment services by assisting Employment Counsellors with intake, documentation, scheduling, and client flow to enhance service delivery.
- Coordinated client intake, appointment scheduling, and daily front-desk operations for Employment Services
- Manage high-volume client interactions while maintaining professionalism, accuracy, and confidentiality.
- Assist with intake and needs assessment processes, ensuring accurate collection and entry of client information to support service planning.
- Maintain complete and up-to-date client records, case notes, and service documentation in CaseFLO and CaMS/BPS in compliance with program guidelines and funder requirements.
- Coordinated appointments, follow-ups, and administrative workflows to ensure effective case management and continuity of service.
- Provide clients with information related to Ontario Works, Employment Insurance, and employment readiness supports.
- Coordinate appointments, follow-ups, and administrative workflows to support effective case management and continuity of service.
- Assisted employment counselors with documentation and client follow-up to enhance service efficiency. with correspondence, document preparation, and follow-up on client referrals
- Handled incoming calls and inquiries to provide clients with information about available services. emails, and walk-ins, directing clients to appropriate services and staff members
- Streamlined administrative procedures to enhance overall office efficiency and service delivery. by streamlining administrative procedures and supporting consistent client service standards
- Operated a multi-line phone system to route calls and provide assistance to visitors. system, routing calls, delivering messages to staff and greeting visitors.
- Managed client retention outreach, strengthening engagement with employment services and reducing program drop-off.
8 Months
09.2019 - 05.2020
8 Months
Call Centre Representative
O2E Brands | Hamilton, ON
09.2019 - 05.2020
- Delivered client-centred service in a fast-paced environment, responding to inquiries and resolving issues professionally.
- Managed high call volumes while maintaining confidentiality and service quality.
- Strengthened communication, problem-solving, and documentation skills applicable to case management settings.
- Managed inbound customer calls, resolving service inquiries with accurate, courteous communication.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed inbound calls, scheduled service appointments, and updated customer records with accuracy.
2 Years 6 Months
01.2017 - 07.2019
2 Years 6 Months
Inbound Call Centre Agent
S&P Data LLC | Hamilton, ON
01.2017 - 07.2019
- Provided responsive, solution-focused service to a diverse client base.
- Consistently met customer satisfaction and performance benchmarks.
- Developed strong time-management and client communication skills.
- Managed inbound customer calls, resolving inquiries with accurate account information and policy guidance.
- Documented call details in CRM systems, maintaining complete records and follow-up accuracy.
1 Year 3 Months
06.2017 - 09.2018
1 Year 3 Months
Office Administrative Assistant
Downtown Dundas Business Improvement Area (BIA) | Hamilton, ON
06.2017 - 09.2018
- Supported planning and delivery of community workshops and events.
- Coordinated logistics, materials, and stakeholder communication.
- Maintained records and supported program administration.
- Supported event planning logistics, vendor coordination, and on-site administrative tasks for downtown initiatives.
- Scheduled appointments, tracked deadlines, and organized calendars to keep office operations on track.
- Improved daily workflows by streamlining administrative processes and maintaining organized office procedures.
- Responded to inquiries from callers seeking information.
- Supported event planning and community initiatives through scheduling, logistics, and vendor coordination.
- Managed daily administrative operations, ensuring accurate records, correspondence, and office workflow.
Education
Certificate - Medical Receptionist Training
Udemy | Online | 01-2024
Certificate - Office Administration (MS Word, Excel, Access, PowerPoint)
Mohawk College | 135 Fennell Ave W, Hamilton ON,L9C 0E5 | 01-2018
High School Diploma
Sir Winston Churchill Secondary School | 1715 Main St E , Hamilton ON L8G 1E3 | 01-2016
Languages
English – Fluent
French – Fluent
Swahili, Lingala, Shona, Pidgin
Disclaimer
References available upon request.
10
Years of experience
Bilingual Employment Services professional with over five years of experience in community-focused environments. Currently serving as Administrative Assistant at Youth Services Bureau of Ottawa, supporting Employment Counsellors in program delivery. Expertise includes intake, needs assessments, case management systems, and group service delivery. Strong organizational skills and adaptability contribute to operational efficiency and goal achievement.
Customer retention professional with solid background in client relationship management and problem resolution. Skilled in developing and executing strategies to enhance customer satisfaction and loyalty. Known for strong teamwork and adaptability, delivering consistent results in dynamic environments. Proficient in CRM software, conflict resolution, and communication, with focus on achieving high levels of customer engagement and retention.