Michelle Halabecki
Thunder Bay,ON
Summary
Friendly, professional, conscientious, motivated individual seeking a position where I can apply my transferable skills and contribute to a company's success.
Overview
19
19
years of professional experience
Work History
Integrity Services Investigator
Service Canada
07.2009 - Current
- Investigate employer non-compliance related to the Employment Insurance Act
- Investigate Employment Insurance Fraud and Social Insurance Number Fraud
- Recommending penalties and sanctions as set out under related Acts and Regulations
- Apply policies and procedures to complete an investigation
- Conduct thorough telephone and face-to-face interviews with clients, employers and third parties and document investigative findings
- Provide education and conduct investigations that result in the prevention, detection and deterrence of fraud and abuse
- Make recommendations for suspensions of benefits, overpayments and penalties
- Ensure privacy to clients under the Privacy Act
- Educate recipients of Employment Insurance benefits through selective interviews and Client Information Sessions
- Document findings and prepare detailed reports
- Collect, analyze and interpret information, documentation, and physical evidence associated with investigations
Integrity Services Officer
Service Canada
04.2008 - 06.2009
- Provided scheduling support services to clients across Alberta and completed follow up of Client Information Sessions
- Scheduling, rescheduling and documenting
- Completed fact finding/interviews over the telephone and made referrals to Investigators
- Determined eligibility requirements, identifying problems and solutions
- Taking corrective action regarding benefits, informing & instructing claimants on entitlement issues
- Suspended benefits in clear cases of non-entitlement, within clearly established guidelines
Citizen Service Agent
Service Canada
09.2006 - 04.2008
- Determined eligibility requirements, identified problems and solutions and advised clients of their benefit status
- Approved certain claims where qualifying conditions had been met, resolved problems with existing claims
- Took corrective action regarding benefits, informed & instructed claimants on entitlement issues
- Suspended benefits in clear cases of non-entitlement, within clearly established guidelines
- Advised claimants of options with respect to entitlement; taking statements on contentious issues; advised them of their right to appeal
- Coached claimants on use of self-service program delivery systems; referral to other government services
- Assisted in training new Citizen Service Agents, ensuring they were well-equipped to handle diverse inquiries from the public
Member Service Representative
Servus Credit Union
01.2006 - 03.2007
- Provided transaction quality and efficiency to customers who prefer face-to-face interaction with the bank
- Ensured completion of every transaction in accordance with bank policy
- Responsible for keeping orderly files and updating accounts in the bank computer system during all transactions
- Determined customer needs beyond the immediate transaction and successfully transitioned the customer to the appropriate source or channel to address the need
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns
Education
Bachelor of Arts-English
Lakehead University
Thunder Bay, Ontarioundefined
Fort William Collegiate Institute
Thunder Bay, Ontario01.2000
Skills
- Adaptable contributor in both solo and group tasks
- Proficient in responding to client inquiries both in-person and via phone
- Superior writing skills and strong interpersonal and communication skills
- Demonstrates accuracy and initiative in performing assigned tasks
- Dependable and reliable, with good work ethic
- Willingness to learn new concepts and ability to adapt to changes in the workplace
- Skilled in Microsoft Office applications
- Detailed report writing
- Interview techniques
- Mentoring and guiding colleagues and supporting team development
- Ability to perform under pressure and meet required deadlines
Timeline
Integrity Services Investigator
Service Canada
07.2009 - Current
Integrity Services Officer
Service Canada
04.2008 - 06.2009
Citizen Service Agent
Service Canada
09.2006 - 04.2008
Member Service Representative
Servus Credit Union
01.2006 - 03.2007
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Fort William Collegiate Institute
Bachelor of Arts-English
Lakehead University
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