MAYA EDRISS
Dollard des Ormeaux
Summary
To secure a challenging operational position within an international public service organization where I can leverage my extensive experience in high-productivity environments, strong time management skills, and proficiency in customer service. I aim to contribute to the success of the organization by utilizing my leadership abilities, adaptability, and commitment to promoting diversity and equity, while furthering my career in the realm of international public administration.
Overview
21
21
years of professional experience
Work History
Program assistant
Immigration, Refugees and Citizenship Canada
09.2023 - Current
- Processing Refugee Status Applications: Review and process applications in accordance with standards and deadlines.
- Assessment of Eligibility Criteria: Analyze applicants' eligibility criteria for refugee status.
- Case Management: Maintain and manage refugee status applicants' files up to date.
- Communication with Applicants: Clearly and empathetically communicate to address inquiries and provide support.
- Customer Service: Deliver exceptional service and support throughout the process.
Quality Assurance Analyst
Sunwing Vacations
01.2016 - 11.2023
- Managed an outsourced team in Manila, Philippines
- Monitored and analyzed client services, identified trends, and provided relevant advice and guidance to the Sales Center
- Established consistent quality assurance by conducting regular virtual calibration for the Montreal, Toronto, Kingston, Manila, Atlanta, Santo Domingo, and Cancun sites
- Analyzed and evaluated client calls, providing constructive feedback to agents to ensure compliance and service excellence
Senior Administrative Coordinator
Sunwing Vacations
01.2012 - 01.2016
- Served as the primary point of contact for handling client escalations and complaints
- Developed and implemented standardized procedures for effectively managing the escalation process
- Monitored the escalation line to ensure consistent application of policies and procedures
- Provided training and mentorship to junior administrative staff to enhance their customer service and problem-solving skills
- Collaborated with the training and development team to design and deliver training programs for reservation agents
- Participated in the testing and implementation of new administrative systems and processes to improve operational efficiency
Customer Service Representative
Fido Solutions
01.2005 - 01.2007
- Respond to incoming calls
- Analyzed client requests and provided suitable solutions
- Promoted Fido products and services to in-calling customers
Education
3D Animation and Games
Herzing College
Montreal01.2010
Publication Design & Media Technology
John Abbott College
Montreal01.2004
Skills
- Proficient in Microsoft Office suite (Word, PowerPoint, Excel, Outlook, Teams) and Canva
- Experienced in building reports for data sharing across departments
- Moved all business documentation into SharePoint for greater user experience
- Skilled in files management, including organizing and maintaining electronic filing systems
- Languages spoken: English, French and Arabic
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Limited Working
Timeline
Program assistant
Immigration, Refugees and Citizenship Canada
09.2023 - Current
Quality Assurance Analyst
Sunwing Vacations
01.2016 - 11.2023
Senior Administrative Coordinator
Sunwing Vacations
01.2012 - 01.2016
Customer Service Representative
Fido Solutions
01.2005 - 01.2007
3D Animation and Games
Herzing College
Publication Design & Media Technology
John Abbott College