Latifa El Guerch
Ottawa,Canada
Summary
Management Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
15
15
years of professional experience
Work History
Team Leader
Canadian Dental Care Plan (CDCP) under Health Canada and Service Canada
11.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Promoted high standards through personal example to help each member understand expected behaviors' and standards.
Team Leader
Employment and Social Development Canada
03.2022 - 10.2023
- Conducted regular team meetings for clear communication and objective alignment
- Led performance evaluations and organized training sessions to enhance agent skills and improve customer service
- Actively participated in various communities such as health and safety and diversity committees and volunteered as a champion for different projects.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Payment Service Officer
Employment and Social Development Canada
03.2021 - 02.2022
- Provided comprehensive program and client-specific guidance within department
- Rendered decisions on benefit applications related to Employment Insurance, resolving non-contentious cases
- Conducted thorough validation of client information and documentation
- Assessed eligibility and entitlement for range of services and benefits
- Managed over/underpayments and monitored file life cycles
- Examined, verified, and authenticated documentation to ensure accuracy and authenticity
- Generated reports with key recommendations to management.
- Evaluated emerging trends in payment services, recommending technology upgrades when appropriate to maintain a competitive edge within the industry.
- Maintained strict compliance with industry regulations, minimizing risk exposure for the organization.
- Contributed to the development of new services by providing valuable insights on client needs and applicants trends using DCT details call tracking
- Reduced transaction errors by continuously monitoring and analyzing payment data for accuracy.
- Provided exceptional customer service by promptly addressing concerns and offering informed solutions to various payment-related issues.
- Supported departmental goals through accurate reporting and meticulous record-keeping, contributing to organizational success.
Acting Supervisor
Service Canada CIS (Customized Information Services)
03.2020 - 02.2021
- Led and managed a team of up to 40 agents
- Monitored quality assurance and effectively mitigated issues, making decisions on escalations
- Approved agents' timesheets
- Trained new agents and coached team members
- Monitored team performance and provided metric reports
- Collaborated horizontally and supported peers
- Generated reports with key recommendations for management.
Senior Information Officer
SERVICE CANADA CIS (Customized Information Services)
10.2018 - 03.2020
- Supported supervisors with quality assurance monitoring and reports generation
- Trained new agents on various projects and provided peer support
- Answered client inquiries, provided accurate information using government tools and resources
- Recorded demographic statistics, comments, complaints, and call-backs
- Offered navigational support on project-related websites
- Gained in-depth knowledge of government programs and services, particularly in Transport Canada's Vessel Registry programs
- Proficient in Government tools such as IMPACT, Interaction Desktop, VCC
- Generated reports for the Vessel Registry of Transport Canada and monitored transactions for the Department of Fisheries and Ocean
- Provided customer support for Vessel Registration of Transport Canada and for commercial and recreational fisher licensing.
Language Instructor for Public Service Employees
ACADÉMIE DE FORMATION LINGUISTIQUE INC
11.2017 - 09.2018
- Designed individual work plans to support students' progress
- Adjusted teaching approach based on experience
- Developed personalized lesson plans for individual students to address their specific needs and improve overall performance.
- Organized detailed list of resources to help students go beyond classroom environments and delve into topics of interest.
- Employed diverse teaching approaches to help students of all abilities understand material.
- Collaborated with other professionals to develop creative solutions to challenges faced by adult learners.
Managing Director
MES PREMIERS PAS (DAY CARE CENTER)
02.2009 - 12.2016
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Strengthened client relationships with regular communication, timely project delivery, and high-quality services.
- Interacted well with customers to build connections and nurture relationships.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Education
Education
University of Montreal
Montreal, QC07.2007
Bachelor of Science - Economics
University Mohammed 5
Rabat, Morocco07.1999
Skills
- Efficient communication
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team Supervision
- Staff Training
- Work Planning and Prioritization
- Coaching and Mentoring
- Documentation And Reporting
- Performance Improvement
- Complex Problem-Solving
- Analytical Thinking
- Conflict Resolution
- Daily workflow improvement
Languages
English
French
Arabic
References
References Available Upon Request
Timeline
Team Leader
Canadian Dental Care Plan (CDCP) under Health Canada and Service Canada
11.2023 - Current
Team Leader
Employment and Social Development Canada
03.2022 - 10.2023
Payment Service Officer
Employment and Social Development Canada
03.2021 - 02.2022
Acting Supervisor
Service Canada CIS (Customized Information Services)
03.2020 - 02.2021
Senior Information Officer
SERVICE CANADA CIS (Customized Information Services)
10.2018 - 03.2020
Language Instructor for Public Service Employees
ACADÉMIE DE FORMATION LINGUISTIQUE INC
11.2017 - 09.2018
Managing Director
MES PREMIERS PAS (DAY CARE CENTER)
02.2009 - 12.2016
Education
University of Montreal
Bachelor of Science - Economics
University Mohammed 5
Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
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