Marie-France Mercier

Real Estate and Environmental Management department manages infrastructure operations for Fisheries and Oceans Canada and Canadian Coast Guard within Québec region.

Key responsibilities: Administrative Officer (AS‑01)

• Providing administrative and financial support to th entire directorate
• Involved in project management activities, including preparing contract documentation, processing invoices, and monitoring budgets using theSAP financial system
• Provides administrative support to managers and project leads
• Ensures compliance with th Financial Administration Act, Government Contracts Regulations, national and international trade agreements, Comprehensive Land Claims Agreements (Modern Treaties), and other applicable policies

The Professional Relations Centre (PRC) of the Régie de l'assurance maladie du Québec (RAMQ) is the call centre dedicated to all health professionals across the province of Québec. In my role, I provided support to pharmacists while also being assigned to various mandates requiring professional-level expertise.

• Delivered accurate, high‑quality assistance to pharmacists and other health professionals, improving service consistency and reducing escalations
• Resolved complex cases requiring advanced interpretation of remuneration agreements and ensured proper follow‑up on sensitive calls
• Conducted research and file reviews that supported decision‑making across internal sectors
• Contributed to process improvements and developed new procedures, including solutions addressing COVID‑19‑related service disruptions
• Designed training programs, created learning tools, and coached new employees, accelerating onboarding and strengthening team capability
• Developed task aids and reference tools that improved accuracy and reduced handling time Participated in committees and projects, including the development of a new knowledge base
• Acted as a change agent during the implementation of new legislation, preparing procedures, training staff, and communicating key updates
• Supported performance‑improvement initiatives in collaboration with optimization teams
• Assisted management during call‑centre restructuring to ensure continuity of operations
• Guided team members in achieving performance and service‑quality objectives
• Fostered a positive and collaborative work environment, contributing to improved morale and productivity
• Provided individual follow‑ups to support employee development and performance Managed tasks and files with rigor, independence, and strong organizational skills Took ownership of complex cases, ensuring timely and accurate resolution

• Ensured children's health, safety, and overall development, working with families from diverse cultural and socio-economic backgrounds.
• Collaborated closely with parents, management teams, social services, and early childhood professionals and specialists.
• Provided warm, personalized, and adapted support to children and their families, using a variety of communication tools for daily and occasional updates.
• Planned, organized, and implemented developmentally appropriate educational programming tailored to each child's age and individual needs.
• Applied and upheld the core principles of Québec's strong>Educational Program for Childcare Servicesstrong> (Ministère de la Famille et des Aînés).

• Developed a business plan, prepared a shareholder agreement, secured financing, and handled administrative procedures.
• Designed and organized the layout of a commercial retail space.
• Customer service
• Marketing and communications
• Bookkeeping and accounting (Simple Comptable)
• Merchandising and visual presentation

• Delivered high‑quality customer service.
• Recruited, hired, and trained staff members.
• Managed purchasing and merchandising for women's, men's, and children's clothing and accessories.
• Oversaw inventory management and stock control.
• Coordinated the layout and opening of St‑Jean Street and Galeries de la Capitale store locations.