NATALIYA MAKSYMIV
Victoria,Canada
Summary
Dynamic Client Service Administrator with experience in pension processing, records management, and workflow coordination within a high-volume government environment. Skilled in assessing applications, interpreting policy, and ensuring accuracy and compliance with legislative and organizational requirements. Recognized for strong judgment, attention to detail, and ability to troubleshoot complex issues. Proven ability to support staff through training, coaching, and editing training materials, while contributing to process improvements and workflow enhancements. Adept at collaborating with stakeholders and delivering clear, accurate information in fast-paced service environments.
Overview
14
14
years of professional experience
Work History
Client Service Administrator
BC Pensions
06.2024 - Current
- Assess pension applications and determine benefit eligibility based on plan rules, legislation, and member data
- Review, validate, and maintain accurate member records and supporting documentation
- Provide daily floor support, guidance, and coaching to staff on procedures, case handling, and policy application
- Review and edit training materials, supporting onboarding and continuous learning initiatives
- Communicate with members, employers, and stakeholders to collect information, resolve inquiries, and explain processes
- Identify workflow inefficiencies and recommend process improvements to support service delivery
- Troubleshoot issues, identify root causes, and resolve or escalate complex cases
- Participate in project work supporting implementation of new processes, tools, and service enhancements
- Prepare correspondence, reports, and documentation while ensuring compliance with regulatory requirements
Information Production Technician, MCFD
Government of British Columbia
12.2023 - 06.2024
- Maintained databases and ensured data integrity, accuracy, and accessibility of information
- Produced reports and supported information management and distribution processes
- Organized and managed records to support operational decision-making and service delivery
- Utilized Microsoft Office applications to track, analyze, and present data
- Supported internal communication and documentation workflows
Manager
Caposhie
01.2017 - 01.2023
- Supervised staff and provided training, coaching, and ongoing performance support
- Managed schedules, payroll, and administrative reporting functions
- Oversaw inventory management and coordinated operational workflows
- Resolved customer and system-related issues, liaising with external vendors and service providers
- Implemented procedures to improve efficiency and service quality
Assistant Manager
Ingledew's
01.2012 - 01.2017
- Supported daily operations including customer service, transactions, and administrative tasks
- Assisted with staff training and onboarding
- Managed communications and handled telephone and in-person inquiries
Education
Diploma -
Mount Douglas High School
Victoria, BC01-2009
Skills
Client Service & Stakeholder Communication
- Communicating complex information clearly to clients, stakeholders, and representatives
- Responding to inquiries with accuracy, professionalism, and sound judgment
- Building and maintaining effective working relationships across teams
Records & Information Management
- Reviewing, validating, and maintaining accurate records and documentation
- Organizing and managing information to support accessibility and compliance
- Supporting archival and document control processes
Workflow & Process Improvement
- Identifying inefficiencies and recommending workflow improvements
- Developing and updating procedures, work instructions, and service processes
- Supporting implementation of new systems and operational changes
Training, Coaching & Knowledge Support
- Providing guidance and floor support to staff on procedures and policy application
- Reviewing and editing training materials and knowledge resources
- Supporting onboarding, coaching, and continuous learning initiatives
Analytical Thinking & Problem Solving
- Troubleshooting issues, identifying root causes, and resolving discrepancies
- Applying policy and legislation to assess applications and determine eligibility
- Exercising sound judgment in complex or high-volume environments
Technical & Administrative Skills
- Microsoft Office Suite (Outlook, Excel, Word)
- Data entry, tracking, and reporting
- Managing high-volume workloads with strong attention to detail and accuracy
Timeline
Client Service Administrator
BC Pensions
06.2024 - Current
Information Production Technician, MCFD
Government of British Columbia
12.2023 - 06.2024
Manager
Caposhie
01.2017 - 01.2023
Assistant Manager
Ingledew's
01.2012 - 01.2017
Diploma -
Mount Douglas High School