MOHAMMED EL GHAZRANI
MONTREAL-NORD,QC
Summary
Go-getting Examiner with great listening and verbal communication skills. Outstanding critical thinking and investigative abilities. Committed to ensuring all results comply with federal, state and local regulations.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
24
24
years of professional experience
Work History
Industrial Design Examiner
Canadian Intellectual Property Office
04.2022 - Current
- Evaluate and process industrial design registration applications in Canada submitted by individuals and businesses in accordance with applicable laws and regulations based on defined policies and practices;
- Streamline examination processes for increased efficiency and consistency in decision making;
- Provided clear explanations of decisions made during examinations, enhancing transparency between applicants and organization;
- Collaborate with team members to develop best practices for reviewing applications and maintaining accuracy;
- Managed high volume caseloads, prioritizing tasks to meet strict deadlines while maintaining attention to detail.
Team Leader
Employment And Social Development Canada
01.2022 - 04.2022
- Enhance team productivity by implementing efficient work processes and regularly reviewing performance metrics;
- Develop team members skills through targeted coaching sessions, resulting in improved individual performance;
- Streamline workflows for increased efficiency, reducing turnaround times for critical tasks;
- Coordinate resources effectively to meet project deadlines and achieve desired results;
- Collaborate with other department leaders to establish shared goals and ensure alignment across teams.
Benefit Officer
Employment And Social Development Canada
09.2021 - 01.2022
- Analyze, evaluate and process employment insurance benefit applications;
- Conduct fact-finding research and gather missing information or clarify discrepancies with service providers, employers, partners, and training institutions to make decisions regarding eligibility or the continuity of eligibility for benefits based on new data;
- Make decisions according to the Employment Insurance Act and Regulations, communicate them, and resolve issues regarding the eligibility of employment insurance benefit claims;
- Write reports for clients to confirm eligibility or non-eligibility for benefits;
- Record all relevant information collected and take necessary actions to update beneficiary records.
Payment Service Officer
Employment And Social Development Canada
10.2019 - 09.2021
- Analyze, evaluate and process employment insurance benefit applications;
- Conduct preliminary fact-finding research and gather missing information or clarify discrepancies with service providers, employers, partners, and training institutions to make decisions regarding eligibility or the continuity of eligibility for benefits based on new data;
- Direct complex files to benefit officers;
- Record all relevant information collected and take necessary actions to update beneficiary records.
Taxpayer Services Agent
Canada Revenue Agency
05.2019 - 08.2019
- Assist taxpayers in resolving issues with their accounts, leading to increased customer satisfaction ratings;
- Enhance department efficiency by streamlining processes for handling taxpayer inquiries and correspondence;
- Manage high volumes of inbound calls, consistently meeting performance targets while maintaining quality service standards;
- Assist taxpayers in navigating online resources, increasing self-service usage rates and reducing call volumes.
Call Center Representative
Royal Bank Of Canada, RBC
09.2011 - 02.2012
- Enhance customer satisfaction by efficiently addressing and resolving inquiries in a timely manner;
- Streamline call flow processes for more efficient response times and increased productivity;
- Improve first-call resolution rates with thorough issue analysis and effective problem-solving techniques;
- Reduce average call handling time, ensuring prompt service to customers while maintaining quality interactions;
- Manage high call volumes while providing exceptional customer support and maintaining professional composure;
- Provide personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Franchise Owner
GH NET SERVICES Inc.
10.2012 - Current
- Improve overall cleanliness by implementing efficient cleaning procedures and utilizing appropriate tools and equipment;
- Reduce employee turnover by providing comprehensive training programs focusing on safety and quality standards;
- Enhance client satisfaction with thorough attention to detail in all cleaning tasks, ensuring spaces were well-maintained and presentable;
- Manage budgets effectively, tracking expenses and making necessary adjustments to maintain fiscal responsibility;
- Streamline operations by coordinating schedules, delegating tasks, and monitoring staff performance for optimal productivity;
- Promote a safe working environment by enforcing proper use of personal protective equipment and adherence to safety guidelines;
- Ensure high-quality service delivery by conducting routine inspections of completed work to verify adherence to established standards.
Assistant Manager
Wendy's Restaurants Of Canada
02.2009 - 01.2011
- Improve customer satisfaction by addressing and resolving complaints promptly;
- Streamline store operations for increased efficiency, implementing new processes and procedures;
- Develop strong working relationships with staff, fostering a positive work environment;
- Increase sales through effective merchandising strategies and targeted promotions;
- Manage inventory levels to minimize stockouts while reducing overhead costs;
- Maintain a clean, safe, and organized store environment to enhance the customer experience.
Commercial Manager
Mipromer
01.2008 - 01.2009
- Increase sales revenue by developing and implementing effective marketing strategies for commercial products;
- Strengthen client relationships through regular communication and timely resolution of issues, leading to increased customer satisfaction;
- Streamline internal processes by identifying areas for improvement and implementing changes to increase efficiency;
- Manage budgets and financial reporting, ensuring accurate forecasting and cost control for optimal profitability;
- Negotiate contracts with suppliers, securing favorable terms that resulted in significant cost savings.
Restaurant Manager
Sodexo Maroc
01.2006 - 01.2008
- Improve overall customer satisfaction by implementing new service standards and staff training programs;
- Increase restaurant revenue by optimizing table turnover rates and enhancing menu offerings;
- Manage daily operations to ensure a high level of efficiency, consistency, and quality in both food and service;
- Reduce staff turnover rate with effective leadership, open communication, and employee development opportunities;
- Enhance guest experience by regularly reviewing feedback and implementing necessary improvements;
- Oversee inventory management processes to minimize waste and maintain optimal stock levels for seamless operation;
- Collaborate with the executive chef on menu development, ensuring diverse options that catered to various dietary needs.
Department Manager
ACIMA Supermarket
05.2005 - 01.2006
- Enhance department efficiency by streamlining processes and implementing time-saving strategies;
- Reduce operational costs through effective budget management and resource allocation;
- Increase productivity by identifying bottlenecks and implementing targeted solutions;
- Develop strong relationships with suppliers, securing better deals and ensuring timely deliveries;
- Lead a team of professionals to consistently achieve or exceed performance targets;
- Maintain a professional work environment by addressing conflicts proactively and fostering open communication among staff members;
- Improve customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements;
- Collaborate with other departments to ensure seamless coordination in achieving company-wide objectives.
Junior Assistant Purser
Limadet-Ferry
05.2004 - 05.2005
- Enhance customer satisfaction by providing exceptional guest services and addressing concerns promptly;
- Assist in financial management tasks, contributing to the efficient operation of the purser''s office;
- Organize guest documentation, ensuring accuracy and timely processing during embarkation and disembarkation procedures;
- Facilitate smooth payment transactions for guests, minimizing delays and maintaining accurate records;
- Promote onboard revenue generation through upselling products and services to guests during their stay.
Restaurant Manager
McDonald's Morocco
04.2000 - 04.2004
- Manage daily operations to ensure a high level of efficiency, consistency, and quality in both food and service;
- Reduce staff turnover rate with effective leadership, open communication, and employee development opportunities;
- Enhance guest experience by regularly reviewing feedback and implementing necessary improvements;
- Oversee inventory management processes to minimize waste and maintain optimal stock levels for seamless operation;
- Implement cost-saving measures through streamlined processes, efficient scheduling, and strategic vendor negotiations;
- Ensure compliance with local health department regulations through regular staff training sessions and facility inspections.
Education
Bachelor of Arts - English Language And Literature
Sidi Mohammed Ben Abdellah University
Fez, Morocco07.2007
Skills
- Claims Handling
- Supervision Abilities
- Claims Reports and Documentation
- Organizational Skills
- Customer Service
- Multitasking
- Analytical Skills
- Attention to Detail
- File Management
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Limited Working
Timeline
Industrial Design Examiner
Canadian Intellectual Property Office
04.2022 - Current
Team Leader
Employment And Social Development Canada
01.2022 - 04.2022
Benefit Officer
Employment And Social Development Canada
09.2021 - 01.2022
Payment Service Officer
Employment And Social Development Canada
10.2019 - 09.2021
Taxpayer Services Agent
Canada Revenue Agency
05.2019 - 08.2019
Franchise Owner
GH NET SERVICES Inc.
10.2012 - Current
Call Center Representative
Royal Bank Of Canada, RBC
09.2011 - 02.2012
Assistant Manager
Wendy's Restaurants Of Canada
02.2009 - 01.2011
Commercial Manager
Mipromer
01.2008 - 01.2009
Restaurant Manager
Sodexo Maroc
01.2006 - 01.2008
Department Manager
ACIMA Supermarket
05.2005 - 01.2006
Junior Assistant Purser
Limadet-Ferry
05.2004 - 05.2005
Restaurant Manager
McDonald's Morocco
04.2000 - 04.2004
Bachelor of Arts - English Language And Literature
Sidi Mohammed Ben Abdellah University
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