Dedicated and results-oriented professional with over seven years of extensive experience in customer relations, administration, data entry, and finance across public and private sectors. Known for meticulous attention to detail and a disciplined work ethic, excels in managing office operations, coordinating events, and communicating effectively in both English and French. Proficient in a wide range of computer systems and highly skilled in accounting and banking systems. Adept at handling multiple tasks with a high degree of accuracy while maintaining strict confidentiality.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Administrative Support Professional
Canadian Union of Public Employees (Ottawa Area Of
08.2023 - Current
Prepared, reviewed, and sent secure legal documents to local executives, Lawyers, Arbitrators, and Employers, including Notices to Bargain, Memorandum of Settlement (MOS), MOAs, MOUs, LOAs, and LOUs, ensuring compliance with Collective Bargaining Agreements
Coordinated and facilitated meetings between local executives, CUPE Union Representative and employers, by preparing relevant documentation, and maintaining clear communication to support effective collective bargaining
Executed amendments to collective agreements and handled filings for Conciliations, Collective Agreements, Interest Arbitrations, and Section 49 Single Arbitrator cases through the Ontario Labour Relations Gateway
Drafted, translated, and proofread correspondence, reports, and proposals, ensuring precise and effective communication in both official languages
Managed the organization and distribution of negotiation-related documents, ensuring all materials were prepared and accessible in both languages
Coordinated grievance meetings, prepared detailed documentation at the Union Representative's discretion and drafted grievance and arbitration referral letters as required
Supported member education sessions, workshops, and General Membership Meetings (GMMs), including the preparation of materials and voting ballots
Collaborated with union representatives to schedule workshops, coordinate local engagement, and organize advocacy campaigns
Managed all incoming and outgoing correspondence, including legal documents and Arbitration Awards, while performing receptionist duties
Supported member advocacy by organizing meetings, documenting concerns, and coordinating communication between representatives and members
Contributed to political advocacy by preparing materials for lobbying activities, tracking legislative developments, and coordinating local/member engagement.
Assisted in maintaining positive labour relations by coordinating worksite visits, documenting observations, and supporting conflict-resolution efforts.
Office Support Professional (Accounting PerCapita)
Canadian Union of Public Employees
05.2022 - 08.2023
Managed approximately 40+ incoming mail, emails and faxes per day from members to ensure timely distribution of written communication to appropriate recipients and team members.'Managed approximately 30 incoming calls, emails and faxes per day from customers.
Conducted meticulous filing tasks utilizing manual and electronic file systems, regularly updating reference manuals, and archiving documents when necessary.
Demonstrated expertise in labelling and filing all processed direct and regular remittances. Upheld strict confidentiality measures to preserve trust among local members by effectively handling sensitive information.
Expertly entered data into appropriate systems and diligently organized forms and stamped hard copies of data.
Demonstrated excellent skills in composing, typing, and proofreading various documents, taking proactive steps to initiate follow-up actions as required.
Utilized Microsoft Dynamics to generate comprehensive reports for EFT remittances. Implemented efficient clerical controls to distribute tasks among personnel responsible for separate operations.
Utilized generated reports and Dynamics Vendor Maintenance to systematically organize outstanding documents and place them on hold within accounts payable system.
Collaborated with supervisor to address inquiries, including creating summary reports in Excel and converting files into user-friendly forms such as MS Word, PDF, PNG, and JPG.
Ensured precise typing, prepared and maintained accounting documents and records, and provided invaluable assistance and support to bookkeepers.
Kept supervisor well-informed and compiled reports or summaries on activity areas. Assumed responsibility for assigning work, reviewing and recording completed tasks, and instructing new employees in specialized account-keeping activities.
Oversaw processing, sorting, indexing, recording, and filing of 'X' control records and reports, maintaining organized and easily accessible financial data
Bilingual Data Entry and Verification Clerk
City of Ottawa Public Health - Santé Publique Ville Ottawa
04.2021 - 05.2022
Developed manual processes for system integration and efficient data management, including mass data loading onto CCM and COVax which is powered by Salesforce.
Accurately inputted patients' details and coded test information into Salesforce systems (CCM, COD, COVax) with speed and precision.
Conducted tasks such as comparing and recording client information, verifying and editing client cases, and communicating with various organizations to obtain necessary information.
Supported case managers in transcribing vaccine histories and exposure investigations while ensuring data confidentiality.
Provided training and assistance to new staff, upholding confidential standards in handling client's private information, and utilizing Outlook, Teams, and SharePoint for seamless collaboration.
Ensured precision of patient details and test information within Salesforce systems, emphasizing data security.
Assisted case managers by searching for clients and transcribing their vaccine history into Immunization section of client records in CCM, including support for TelAsk requests and COVID-19 exposure and contact linking.
Aided case managers in creating and linking high-risk contacts to exposure via exposure investigation in CCM, maintaining database accuracy by entering updated client and account information.
Monitored and rectified deficiencies in documentation, adhering strictly to organizational policies and procedures.
Upheld clients' confidence, ensured data privacy, and played leading role in creating manual processes for system integration and mass data loading.
Coordinated with external groups, conducted daily check-ins, generated reports, and effectively managed tasks for collaborative team effort.
Bilingual Contact Centre Administrative/Acting Assistant Team Lead
Alterna Savings & Bank
11.2019 - 04.2021
Proficiently led digital communications and online request management, ensuring prompt responses to inquiries, provision of product information, and seamless execution of account transactions while adhering to operational protocols.
Played a pivotal role in a dedicated team that successfully launched innovative digital products tailored for small businesses in 2020.
Oversaw the entire application process, ensuring rigorous compliance with industry-standards. Assisted in managing end-to-end Contact Centre operations, spanning inbound calls, application processing, staffing, scheduling, training, and coaching for both in-office and remote teams.
Implemented effective strategies to boost remote team engagement and productivity. Provided daily support, conducted targeted coaching sessions, and closely monitored staff's performance in sales, service, and productivity.
Met and exceeded Quality Assurance (QA) standards, Call Centre metrics, and Performance Indicators (KPIs).
Expertly supervised an outbound sales team, overseeing training, recruitment, and onboarding to cultivate a high-performing and cohesive unit.
Proficiently navigated Contact Centre systems, including ICE management and Workforce Management (WFM).
Conducted comprehensive training sessions and interviews for new staff, offering unwavering support throughout their 6-week classroom training.
Effectively managed escalations and streamlined complaint resolution processes, maintaining an elevated level of customer service and ensuring member satisfaction.
Oversaw the daily activities of up to 10 team members, consistently prioritizing their well-being.
Bilingual Member Services Representative
Prinsley Delsoin Bilingual Senior Administrative
02.2019 - 03.2021
Initiated proactive contact with members and clients holding incomplete applications via email and telephone.
Delivered timely assistance and effectively resolved inquiries related to personal and business accounts, enhancing client satisfaction.
Managed various banking queries, including account balances, fund transfers, and term deposits/GICs, ensuring seamless client experience.
Consistently provided exceptional service to both internal and external members and clients by delivering timely, courteous, and knowledgeable responses to information requests.
Earned recognition for excellence in work volume, accuracy, and quality, demonstrating commitment to outstanding service.
Collaborated with multiple departments to schedule calls or branch appointments with branch advisors or managers.
Offered valuable insights into proprietary and third-party products and services, such as offerings, channels, payout statements, T2033s, and investments.
Handled everyday transactions including bill payments, transfers, online/telebanking assistance, cheque orders, address changes, stop payments, and ABM card services.
Ensured seamless financial transactions for clients, maintaining high standards of accuracy and efficiency.
Managed inquiries related to investments and credit products, actively investigating discrepancies.
Responded to inquiries about credit products, payments, mutual or registered plans investments, and booked sales appointments for branch visits.
Achieved a noteworthy milestone of $4.5 million in sales, encompassing TFSA/RSP contributions, TFSA/RSP term deposits, credit products, and mortgage referrals.
Actively engaged with clients to identify sales opportunities and address product or service concerns.
Played pivotal role in onboarding and training new team members, fostering their expertise in business applications, product knowledge, and operational processes.
Contributed to positive team environment by sharing best practices and promoting continuous learning.
Bilingual Junior Account Agent
Ingredion Incorporated Canada
02.2018 - 04.2018
Handled inquiries from internal and external clients through various communication channels, ensuring prompt and accurate delivery requests by collaborating closely with clients, sales teams, dispatch, and order coordinators.
Cultivated essential relationships with both French- and English-speaking clients, contributing to overall customer satisfaction.
Proficiently processed wholesale and sample orders, entering them into computer system to ensure accurate and on-time order fulfillment.
Maintained transparent communication with clients across all locations, providing updates on order status and resolving any issues related to order fulfillment.
Ensured efficient and precise order input into SAP, considering inventory data, logistics, and client specifications.
Monitored outstanding orders, proactively reaching out to clients regarding incomplete orders, back- orders, or potential issues affecting production timelines.
Provided recommendations for improving client satisfaction, operational efficiency, revenue growth, cost savings, and financial results.
Managed client interactions with a strong focus on timely communication and order accuracy, achieving a satisfaction rate of over 98%.
Successfully led account teams consisting of 3-5 staff members, developing tailored resources for high-profile soft drink clients, resulting in elevated customer satisfaction ratings.
Provided post-sales order entry and order fulfillment services in Agriculture division at Ingredion.
Offered information, problem resolution, and support to maintain high levels of customer satisfaction.
Processed customer orders for shipments across Canada within National Starch division.
Handled inquiries, managed back-orders, processed returns, and provided order status updates via email and telephone, ensuring smooth and efficient operations.
Bilingual Inside Sales Representative/Customer Care
Animas Corporation Canada, part of LifeScan, division/Johnson & Johnson Medical
10.2016 - 02.2018
Led market expansion efforts by acquiring new clients interested in insulin pump therapy, ensuring streamlined access through insurance verifications and government approvals.
Played a critical role in expanding the client base by identifying and securing new business opportunities within the healthcare sector.
Successfully retained and nurtured existing clientele by promoting consumable sales and facilitating repurchases of insulin infusion pumps post-warranty.
Provided personalized support to clients, enhancing their loyalty and long-term engagement with the company’s products.
Efficiently managed product returns and warranty replacements, addressing and resolving courier tracking issues promptly.
Ensured clients experienced minimal disruptions by coordinating smooth and efficient warranty processes.
Optimized cost-effectiveness by applying government contract pricing to both new and existing customer accounts, maximizing client savings and satisfaction.
Cultivated strong relationships with clients, business partners, healthcare providers, government payors, and insurers, fostering collaborative environment.
Proactively educated clients on benefits of insulin pump therapy, enhancing patient understanding and engagement, and improving health outcomes.
Provided valuable bilingual product support, offering translation services and troubleshooting assistance during and after business hours.
Ensured clients received comprehensive support in both French and English, improving their overall experience with products.
Maintained strict compliance with Health Care standards, upholding ethical business practices and communications.
Demonstrated expertise as JDE OneWorld SuperUser, proficiently managing client and healthcare provider records, processing orders, handling claims and adjustments, and contributing to successful new telephone system launch.
Leading committee meetings, setting agendas, and facilitating discussions to ensure that all voices are heard and that the committee stays focused on its objectives.
Collaborating with the other Co-Chairperson to make key decisions and provide direction for the committee’s initiatives.
Developing and implementing a strategic plan to address equity issues within COPE 491, setting clear goals and measurable outcomes.
Identifying priority areas such as diversity, inclusion, anti-racism, and equitable practices within the union.
Working with committee members to draft, review, and recommend policies that promote equity within COPE 491.
Ensuring that proposed policies are in line with the union's overall mission and objectives.
Organizing workshops, seminars, and training sessions to educate members about equity, diversity, and inclusion.
Developing communication strategies to raise awareness about equity issues and promote the committee’s work within the union.
Engaging with union members to gather input and feedback on equity-related concerns and initiatives.
Encouraging active participation from members across diverse backgrounds in the committee’s activities.
Building relationships with other unions, community organizations, and stakeholders to share best practices and collaborate on equity initiatives.
Representing COPE 491 in external meetings, forums, and events focused on equity and inclusion.
Addressing and resolving any conflicts or issues related to equity within the union, working towards fair and just outcomes.
Ensuring that all members have access to the committee’s resources and support if they face discrimination or inequity.
Maintaining records of committee meetings, decisions, and activities, ensuring transparency and accountability.
Preparing reports and updates for COPE 491’s leadership and membership on the committee’s work.
Managing the committee’s budget, ensuring that resources are allocated effectively to support equity initiatives.
Securing funding and resources for the committee’s projects and activities.
Glengarry Highland Games,
2023 & 2024 MEDIA CENTRE, Maxville, Ontario
08/2023, 08/2024
Assisting with the coordination of media personnel, including journalists, photographers, and videographers.
Managing press credentials and ensuring that media representatives have the access they need to cover events.
Arranging and facilitating interviews with performers, athletes, and event organizers.
Assisting with the coverage of events, including providing the media with schedules, locations, and background information.
Providing information to media personnel and attendees about the schedule, venue, and specific events.
Assisting with any inquiries or issues that arise in the media centre.
Ensuring that all media activities align with the overall goals and image of the Glengarry Highland Games.
The Bridge Markham Ontario Community Church,
Hub-Café Hostess, Markham, Ontario
07/2012, 10/2013
Warmly welcoming guests and regular attendees as they enter the Hub-Café. Providing a friendly and inviting atmosphere, making everyone feel comfortable and valued.
Taking and serving orders for beverages and snacks, ensuring that all items are prepared and presented according to the church's standards.
Handling payments, if applicable, and managing any financial transactions efficiently.
Ensuring the cleanliness and organization of the café area, including tables, chairs, counters, and equipment.
Restocking supplies and informing the appropriate personnel when inventory is low.
Building relationships with regular café visitors and newcomers, fostering a sense of community within the church.
Encouraging conversations and connections among guests, helping to create a welcoming and inclusive environment.
The Bridge Markham Ontario Community Church,
Church's Children's Programs, Markham, Ontario
07/2012, 10/2013
Assisting with the setup and teardown of children's program activities, ensuring that materials and resources are prepared in advance.
Supporting program leaders in managing the children during activities, games, and lessons.
Supervising children during program sessions, ensuring their safety and well-being at all times.
Engaging with children positively and encouragingly, helping them participate in activities and learn effectively.
Assisting with teaching or facilitating lessons, including helping children with crafts, reading stories, or leading small group discussions.
Providing one-on-one support to children who may need extra help or attention.
Assisting with special events, such as holiday programs, family days, or church-wide celebrations that involve children.
Helping to organize and execute activities that engage children and families in the life of the church.
Certification
Standard First Aid CPR C + AED Level C CPR/AED, 11/2023, 11/2026, St. John Ambulance
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Administrative Support Professional
Canadian Union of Public Employees (Ottawa Area Of
08.2023 - Current
Office Support Professional (Accounting PerCapita)
Canadian Union of Public Employees
05.2022 - 08.2023
Bilingual Data Entry and Verification Clerk
City of Ottawa Public Health - Santé Publique Ville Ottawa
04.2021 - 05.2022
Bilingual Contact Centre Administrative/Acting Assistant Team Lead
Alterna Savings & Bank
11.2019 - 04.2021
Bilingual Member Services Representative
Prinsley Delsoin Bilingual Senior Administrative
02.2019 - 03.2021
Bilingual Junior Account Agent
Ingredion Incorporated Canada
02.2018 - 04.2018
Bilingual Inside Sales Representative/Customer Care
Animas Corporation Canada, part of LifeScan, division/Johnson & Johnson Medical