Maria Dammous
Vaudreuil-Dorion,QC
Summary
Self-motivated Operations Manager successful in collaborating with external and internal partners, team leaders and employees to streamline and strengthen processes and drive productivity. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. Skilled in leading a team by using strong analytical thinking and strategic planning capabilities, oriented towards sales and excellent service for the consumer.My goal is to seek new opportunities for success, advance my professional career and focus on creating a thriving environment for my team.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Government of Canada, Immigration Refugees and Citizenship Canada
Montreal, QC
04.2023 - Current
- Mitigated business risks by working closely with staff members and assessing performance.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored resource use to achieve set goals within budget constraints.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Built strong operational teams through mentorship and coaching sessions.
- Aided senior leadership during executive decision-making process by recommending corrective actions and improvements.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Collaborated with team leaders on quality feedback.
- Maintained open communication with team members and stakeholders, resulting in successful outcomes.
Quality Department Supervisor
Government of Canada, Immigration Refugees and Citizenship Canada
Montreal, QC
04.2022 - 04.2023
- supervised a team of 20 quality agents in providing feedback to call center agents.
- worked in partnership with continuous learning department to deliver workshops to new hires and refreshers to existing teams.
- ensure efficient delivery of feedback to provide internal partners.
- liaise with different internal partners to ensure proper delivery of service to our clients.
Team Leader Client Support Center
Government of Canada, Immigration Refugees and Citizenship Canada
Montreal, QC
01.2021 - 04.2022
- Support my team in their daily tasks and monitor their activities throughout the day
- Hold coaching sessions with agents to develop their abilities to perform better, promote flourish in their job, and to ensure productivity
- Collaborate with different TLs on projects that are in the best interest of the group and the organization.
Client Support Center Agent
Government of Canada, Immigration Refugees and Citizenship Canada
Montreal, QC
04.2019 - 01.2021
- Answer client enquiries about immigration applications and immigration-related enquiries with verified information
- Access GCMS applications, analyse files and clarify correspondences
- Demonstrate and use strong knowledge of the immigration system
- Mentor new agents
- Serve as Ambassador for the charity campaign of 2020.
General Manager
U-haul moving and storage
Montreal, QC
01.2017 - 01.2019
- Supervise the centre and mentor my team members
- Manage scheduling, payroll, and inventory
- Generate loss and profit analysis and drive up sales and production
- Maintain excellent customer care and day to day customer service
- Oversee the maintenance and monitoring of premises.
Assistant manager
U-Haul moving and storage
Dollard des Ormeaux, QC
01.2015 - 01.2017
- Assist the general manager in daily reports and tasks
- Provide strong team support and morale while providing excellent customer care
- Complete charts and analysis of monthly reports
- Execute daily managerial tasks: customer service, opening & closing of the centre
- Bank deposits.
Storage customer service representative
U-Haul moving and storage
Dollard des Ormeaux, QC
01.2010 - 01.2015
- Customer service, prepare rental contracts, equipment and invoices
- Inspect rental equipment: trucks, storage space and office space
- Maintain the centre and the lot in clean conditions.
Education
Certificate - Public Administration And Governance
McGill University
10-2022
BA.Sc Major in Economics Minor in Political Science -
Concordia University
01.2015
GED in Social Science with Commerce -
John Abbott College
01.2011
Skills
- Leadership and Interpersonal relations
- Strong written and verbal communication
- Time-management and punctuality
- Process Improvement
- Performance Monitoring
- Organizational Management
- Labor Relations
- Program Administration
- Operations Oversight
- Decision-Making
- Staff Management
- Team Leadership
- Quality Assurance Controls
- Problem-Solving
- Team Building/Leadership
- Client Relations
- Strategic Planning
- Fluent in English, French and Arabic
Certification
- Prosci change management certificate
Languages
English
Professional
French
Professional
Arabic
Professional
References
References available upon request.
Timeline
Operations Manager
Government of Canada, Immigration Refugees and Citizenship Canada
04.2023 - Current
Quality Department Supervisor
Government of Canada, Immigration Refugees and Citizenship Canada
04.2022 - 04.2023
Team Leader Client Support Center
Government of Canada, Immigration Refugees and Citizenship Canada
01.2021 - 04.2022
Client Support Center Agent
Government of Canada, Immigration Refugees and Citizenship Canada
04.2019 - 01.2021
General Manager
U-haul moving and storage
01.2017 - 01.2019
Assistant manager
U-Haul moving and storage
01.2015 - 01.2017
Storage customer service representative
U-Haul moving and storage
01.2010 - 01.2015
Certificate - Public Administration And Governance
McGill University
BA.Sc Major in Economics Minor in Political Science -
Concordia University
GED in Social Science with Commerce -
John Abbott College
- Prosci change management certificate
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