MANVEER KAUR
WINNIPEG,MB
Summary
Analytical professional supporting operational services with the City of Winnipeg. Experienced in monitoring work management and GIS data, generating reports, and coordinating field operations. Certified Associate in Project Management (CAPM) skilled in data analysis and process improvement to enhance decision-making.
Overview
7
7
years of professional experience
5
5
Certifications
Work History
TECHNICAL ASSISTANT- ENTOMOLOGIST
INSECT CONTROL BRANCH, PUBLIC WORKS DEPARTMENT
Winnipeg, Manitoba
05.2023 - Current
- Conducted field surveys and collected specimens to monitor insect pest populations, supporting development of targeted pest management strategies
- Performed dispatch coordination duties, including assigning daily work orders, prioritizing service requests, and ensuring efficient routing of field staff
- Identified, preserved, and documented insect samples for research and pest management programs
- Recorded and analyzed field data using GIS mapping tools and database systems, facilitating compliance with regulatory and permit requirements
- Responded to public inquiries regarding pest control, insect biology, and prevention methods
- Evaluated insecticides and pest control equipment through field and laboratory testing, informing selection of effective pest management solutions
- Monitored and managed ground squirrel populations using Integrated Pest Management (IPM) techniques
- Maintained accurate records and reports, supporting compliance with safety and environmental regulations
- Demonstrated strong organizational, communication, and independent work skills in field-based environments
QUALITY ASSURANCE ANALYST
INTOUCHCX
Winnipeg, Manitoba
09.2024 - 03.2025
- Monitored and evaluated CSR and Tier 2 calls to ensure adherence to company policies, quality standards, and client expectations
- Conducted weekly coaching sessions with agents, providing constructive feedback to improve call handling, compliance, and customer satisfaction
- Prepared and maintained Quality Assurance reports, tracking performance trends and identifying improvement opportunities
- Provided real-time floor support, including handling escalated calls and assisting agents during high-volume periods
- Collaborated with Team Leaders and Operations Managers to analyze escalations and co-deliver targeted coaching strategies
- Participated in calibration sessions to ensure scoring consistency across QA teams and stakeholders
- Identified scripting issues and communicated process improvements to relevant departments
- Ensured accurate QA scoring using analytical and basic mathematical evaluation methods
- Demonstrated strong multitasking abilities in a fast-paced, high-pressure contact center environment
CUSTOMER SERVICE REPRESENTATIVE
SYDNEY CALL CENTRE
REMOTE
01.2023 - 04.2023
- Handled high-volume inbound and outbound calls, delivering professional and efficient customer support across diverse client accounts
- Resolved customer inquiries, complaints, and technical issues while maintaining high customer satisfaction scores
- Identified customer needs and provided accurate, timely solutions to enhance satisfaction
- Logged interactions in CRM systems to ensure accurate records and adherence to compliance standards
- Escalated complex issues with internal teams for swift resolution and improved customer experience
- Maintained communication standards with clear verbal explanations and professional written correspondence to support customer understanding
- Met and exceeded performance metrics such as call quality, handle time, and customer satisfaction
- Adapted quickly to changing processes, tools, and client requirements in a fast-paced remote work environment
ENTOMOLOGIST
STATE HEALTH MISSION
PUNJAB, INDIA
08.2019 - 08.2022
- Led and monitored anti-larval and anti-adult measures, including space spraying and fogging operations
- Conducted entomological surveillance, including larval and adult mosquito investigations
- Performed susceptibility testing of insecticides and larvicides to evaluate effectiveness and resistance patterns
- Established and maintained larvivorous fish hatcheries as part of biological vector control strategies
- Developed and implemented PIP (Program Implementation Plans) for vector control initiatives to guide operational strategies
- Collaborated with epidemiologists, health workers, and sanitation inspectors under the Urban Malaria Control Scheme
- Supervised daily operations of entomological field teams, ensuring effective implementation of vector control programs
- Managed and reviewed field reports, ensuring data accuracy and timely submission for informed decision-making
- Coordinated with departments for integrated vector control measures
- Conducted inspection of malaria laboratories to ensure compliance with health standards
- Demonstrated strong leadership, data analysis, and field management skills in public health operations
Education
Master of Science - BIOLOGY
PANJAB UNIVERSITY
CHANDIGARH, INDIA07-2019
Skills
- GIS Mapping & Database Management
- Data analysis
- Quality assurance
- Work management
- Microsoft Excel, Word, Outlook, PowerPoint
- Workflow coordination
- Time Management & Multitasking
- Problem Solving & Decision Making
- Customer service
- Training support
Certification
CERTIFIED ASSOCIATE IN PROJECT MANAGEMENT (CAPM)
Timeline
QUALITY ASSURANCE ANALYST
INTOUCHCX
09.2024 - 03.2025
TECHNICAL ASSISTANT- ENTOMOLOGIST
INSECT CONTROL BRANCH, PUBLIC WORKS DEPARTMENT
05.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
SYDNEY CALL CENTRE
01.2023 - 04.2023
ENTOMOLOGIST
STATE HEALTH MISSION
08.2019 - 08.2022
Master of Science - BIOLOGY
PANJAB UNIVERSITY