Summary
Overview
Work History
Skills
Accomplishments
Timeline
Education and Professional Development
Generic

JENNIFER ZULIANI

Sudbury,Canada

Summary

Dedicated and experienced Ontario Public Service professional with a robust background in land tenure administration, stakeholder communication, and program coordination. Expertise in interpreting legislation and fostering collaboration among diverse stakeholders while consistently delivering high-quality client service. Proficient in navigating complex administrative systems and adept at resolving sensitive, time-sensitive issues to support organizational objectives. Committed to leveraging skills in a role that emphasizes support for Indigenous relations and addressing critical challenges.

Overview

31
31
years of professional experience

Work History

Mining Lands Administrator

Ontario Public Service - Ministry of Energy and Mines - Mines and Minerals Division
05.2022 - Current
  • Support the Land Tenure and Assessment Unit by processing various complex land transactions such as issuance, renewal, exchange, and transfer of mining leases, including any post disposition transactions on mining lands.
  • Evaluate information from stakeholder pertaining to mining land title and retrieve information from Ministry of Mines databases and file records to verify applications for new leases, lease renewals, transfers, surrenders and other land reversions to the Crown.
  • Review lease renewal requisitions prepare by other Land Administrators and examine new lease files from Land Technicians to issue renewed and new leases, subject to approval by the Lieutenant Governor for signing, sealing, and registration.
  • Interpret and apply legislation and policy under the Mining Act to assess land tenure application. Application reviews may include confirming account status, ownership, corporate and land status, and renewal criteria.
  • Communicate with stakeholders, include private sector clients, on complex issues regarding leases and land use through verbal and written correspondence.
  • Prepare instruments for registration on title and promptly notify external offices (MNRF, MPAC, OGS, CLR) of mining land transactions as required, collaborating with colleagues and sharing information with external staff for clarification or notification of mining land transfers and dispositions.
  • Support accurate data entry and policy compliant processing of mining land records using specialized databases.
  • Provide information to stakeholders with regards to their Lease Application and Licenses of Occupation.
  • Assist the Surface Rights Notification Clerk within the department when required, fostering teamwork, and supporting overall departmental operations.
  • Demonstrate proficiency in interpreting maps, surveys, and legal land descriptions, facilitating accurate understanding and decision-making processes.

Customer Service Clerk

Ontario Public Service - Ministry of Energy and Mines - Mines and Minerals Division
10.2022 - 05.2023
  • Provided direct client services to a broad range of clients including stakeholders, legal professionals, consultants, and Indigenous stakeholders.
  • Received, prioritized, and responded to staff and clients' concerns and questions regarding the use of MLAS (Mining Lands Administration System). Addressed inquiries through phone, email, or in-person interactions, ensuring a clear and concise understanding of MLAS processes, such as filing technical assessment work reports, land tenure issues, mining claims, and approval statuses, in accordance with the provisions of the Mining Act, regulations, directives, and ministry policy.
  • Assisted industry clients, legal professionals, and consultants by providing advice and guidance on navigating the MLAS system, as well as offering information and direction regarding their mining claims and mining lands. Followed up with clients to provide responses, ensure their satisfaction, and reported any recurring issues to the MLAS administrator.
  • Effectively communicated with clients, explaining access requirements for Mining Lands applications like One-Key and MLAS, ensuring their understanding of the processes involved.
  • Conducted data entry of time-sensitive information retrieved from documents received in the Provincial Recording Office into the MLAS system. Maintained and verified administrative databases for licenses, lease files, inspection reports, and transactional files.
  • Processed various business and individual customer transactions, both independently and as part of a team. Ensured compliance with eligibility requirements, collected and processed payments, entered information into databases, reconciled payments with transactions, and followed current policies and procedures.
  • Served as the first point of contact for the Provincial Recording Office, assessing the nature and urgency of requests while maintaining confidentiality. Responded to inquiries with discretion and diplomacy, promptly referring calls to appropriate departments for action and ensuring adherence to proper protocols and procedures. Accurately recorded and relayed messages.
  • Printed reports and abstracts for in-house use or as requested by clients. Actively participated in meetings, working groups, projects, and other tasks related to the operation and administration of the Provincial Recording Office.
  • The Government of Ontario employs more than 60,000 public servants in the Ontario Public Service (OPS), which includes ministries, agencies and Crown corporations. The Ministry of Mines oversees Ontario's mineral sector and promotes economic development in Northern Ontario.

Guest Service Supervisor

Gateway Casinos & Entertainment Limited
06.2019 - 11.2021
  • Led team operations and resolved sensitive customer concerns in a highly regulated environment.
  • Oversaw and supported team performance in the delivery of Guest Service activities, providing clear instructions, assigning duties, and evaluating performances. Participated in casino events to ensure seamless operations.
  • Supervised Gaming and Marketing player transactions, diligently handling player outcomes and addressing game irregularities as required. Ensured effective delivery of all loyalty program elements, maximizing customer satisfaction.
  • Collaborated with other departments to resolve customer experience issues, fostering a customer-centric environment that prioritized exceptional service.
  • Ensured compliance with regulatory requirements, promptly reporting and resolving instances of non-compliance. Maintained a thorough understanding of relevant laws and regulations.
  • Actively participated in the execution of marketing initiatives, promotions, and gaming floor projects, contributing to the success of the overall business objectives.
  • Proactively communicated current promotions, events, and projects to the team and other departments, facilitating coordination and cooperation. Assisted in tracking and evaluating the performance of games and promotions.
  • Maintained a strong focus on financial performance by delivering a superior guest experience, implementing process improvements, controlling costs, and upholding high department standards.
  • Completed daily report activities and engaged in email correspondence with patrons, ensuring timely and accurate communication within the casino.
  • Undertook clerical duties assigned by management in a time-sensitive manner, including generating reports using Excel, Word, Virtual Roster, Time Manager, CMP, and SDS Management System.
  • Guided and mentored team members, fostering a positive and engaging work environment by regularly acknowledging and rewarding outstanding performance.
  • Built rapport with guests from diverse cultural and economic backgrounds, demonstrating tact and diplomacy.
  • Consistently stayed abreast of all company policies and procedures, as well as provincial and local regulations pertinent to casino operations.
  • Ensured rigorous adherence to licensing laws, health and safety guidelines, and other statutory regulations, safeguarding the organization's compliance.

Operational Manager / Shareholder

Robert Brown Jewellers Inc.
07.1994 - 10.2021
  • Responsible for all day-to-day operation of business such as business development, marketing and promotional management, customer service, inventory management, purchasing, and human resources.
  • Cultivated and enhanced the company's reputation within the community as a reliable and trustworthy retail jewellery store, fostering strong relationships and building customer trust.
  • Devised and implemented strategic marketing plans to identify emerging opportunities and introduce new services, resulting in market expansion, increased revenue, and profit growth.
  • Successfully negotiated with multiple local corporations and institutions to establish service award programs, strengthening business partnerships and driving customer loyalty.
  • Oversaw the Request for Proposal (RFP) process with numerous local institutions and corporations, ensuring efficient coordination and effective vendor selection.
  • Uphold a high standard of quality by continuously reviewing products and services, implementing necessary improvements to meet customer expectations.
  • Sourced vendors and skillfully negotiated fair contracts for products and services, optimizing cost savings and ensuring high-quality supplies.
  • Spearheaded business development initiatives and devised targeted marketing and promotional plans, resulting in increased customer acquisition and retention.
  • Developed innovative events to target toward customer retention.
  • Led talent acquisition efforts, recruiting and hiring professionals to fill key positions within the organization.
  • Conducted comprehensive new hire orientations, effectively communicating store policies and procedures to ensure smooth operations and alignment with customer service goals.
  • Provided exceptional customer service, promptly addressing customer concerns and resolving complaints to ensure complete customer satisfaction.
  • Formulated and executed marketing programs and general business solutions, significantly enhancing company exposure, customer traffic, and sales.
  • Forged partnerships with esteemed local jewellery service providers, delivering a comprehensive jewellery service within the business premises and expanding service offerings.
  • Established and maintained robust procedures for daily operations, optimizing efficiency and ensuring consistent operational excellence.
  • Managed all aspects of account operations, including accounts receivable (A/R), accounts payable (A/P), general ledger (GL) reconciliations, payroll, cost accounting, inventory accounting, and revenue recognition.
  • Held accountability for the preparation of corporate tax returns and the completion of government remittances, ensuring compliance with regulatory requirements.
  • Served as the main point of contact for suppliers and played a key role in supporting audit functions by providing supporting documentation, conducting walkthroughs, developing lead schedules for audit efficiency, and performing manual journal testing.
  • Robert Brown Jewellers Inc. is a highly respected independent jewellery store based in Sudbury, Ontario for over 84 years. They have been providing Sudbury and surrounding area with exceptional products and services to both consumers, institutions and local corporations.
  • Created and designed a service recognition program to be utilized by many local corporations and institutions to further Robert Brown's business success.
  • Received the 2014 'Bell Business Excellence Award' presented by the Greater Sudbury Chamber of Commerce as recognition of exceptional business achievements.
  • Received 'Favourite Jewellery Store' presented by The Sudbury Star Readers' Choice Award for over eight consecutive years.
  • Received the 2005 'Central Retailer of the Year' presented by the Canadian Jewellery Group of Canada.
  • Designed and created many memorable promotional events within the Sudbury community.

Skills

  • Stakeholder Engagement
  • Land and Policy Administration
  • Government Program Support
  • Client-Focused Communication
  • Research and Records Management
  • Sensitivity to Diverse Cultures and Perspectives
  • Issue Tracking and Escalation
  • Team Collaboration and Support
  • Regulation Compliance
  • Recordkeeping and file management

Accomplishments

  • Created and developed stakeholder notices for distribution on key topics such as MLAS system updates, policy changes, and mine closure notifications—improving transparency and client understanding across the sector.
  • Created and designed a service recognition program to be utilized by many local corporations and institutions to further Robert Brown's business success.
  • Collaborated with the Ministry of Natural Resources and Forestry to expand responsibilities to include maintaining tenure records in an external retention database, ensuring data integrity and long-term accessibility.
  • Designed and implemented a corporate service recognition program adopted by several local institutions, significantly increasing corporate engagement and strengthening Robert Brown Jewellers' community presence.
  • Known for building trust with clients from varied backgrounds, including those unfamiliar with complex systems or government policy.
  • Praised for discretion in handling sensitive data and inquiries—an essential trait in roles involving community trust.

Timeline

Customer Service Clerk

Ontario Public Service - Ministry of Energy and Mines - Mines and Minerals Division
10.2022 - 05.2023

Mining Lands Administrator

Ontario Public Service - Ministry of Energy and Mines - Mines and Minerals Division
05.2022 - Current

Guest Service Supervisor

Gateway Casinos & Entertainment Limited
06.2019 - 11.2021

Operational Manager / Shareholder

Robert Brown Jewellers Inc.
07.1994 - 10.2021

Education and Professional Development

  • Honours Bachelor of Commerce (3 years completed), Laurentian University
  • CPCT, TBS-OPS, and other OPS leadership, anti racism, and risk training modules
  • MIRR-OPS, Indigenous Cultural Competency Training Module
  • GROW and EDGE Management Certification Program
  • Workplace Hazardous Material Information System (WHMIS), Health and Safety, and Smart Serve certified

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