Salma Alami
Ottawa/Gatineau
Summary
Bilingual administrative professional with 5+ years of experience supporting operations, client services, and records across public-facing environments. Trusted for delivering clear, solution-focused support while managing confidential files, payments, and high-volume inquiries with precision and discretion.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Biographical Data Research Clerk
Records Department University of Ottawa
05.2024 - 08.2024
- Verified and updated biographical records for approximately 200 alumni, employees, and donors weekly, ensuring high-quality data to support university communications, donor relations, and event outreach.
- Used Raiser’s Edge to input updates, monitor completion progress, and flag 10–15% of records requiring further validation or departmental follow-up.
- Maintained a professional and courteous tone in all phone and email interactions, guiding individuals through secure update links and reinforcing the importance of accurate contact information.
- Handled frequent questions from alumni and recent graduates, providing clear answers or redirecting them to the appropriate university contacts with verified details.
- Managed outreach tracking and response follow-up using Excel, Outlook, and Teams, contributing to improved workflow visibility and efficient collaboration across the Records department.
- Completed and validated over 90% of assigned records each week, contributing to the long-term accuracy of alumni and donor data and supporting the university’s outreach efforts.
HR and Labour Relations Administrative Coordinator
University of Ottawa
09.2022 - 04.2024
- Provided administrative and operational support to HR and Labour Relations leadership, including preparing case files, coordinating projects, formatting internal documents, and tracking timelines for grievances and investigations.
- Retrieved archived employee files and case histories for use in disciplinary actions, negotiations, and internal audits; worked closely with the Archives department to support file access and accuracy.
- Digitized physical records and maintained the Labour Relations PShare system, organizing grievance files, pension data, collective agreements, and negotiation materials.
- Entered, corrected, and maintained employee information in Workday and Excel spreadsheets to support onboarding, internal audits, and reporting accuracy.
- Conducted research on public sector agreements and policies, extracted data on salaries and working conditions, and prepared summaries to support internal planning and HR projects.
- Contributed to the translation, finalization, and formatting of collective agreements and other official HR/LR documents in both English and French.
Team Lead – Transit Card Services (OC Transpo/STO)
University of Ottawa
08.2021 - 06.2022
- Supervised a team of employees during U-Pass (OC Transpo/STO) distribution, assigning tasks, tracking performance, and fostering a positive, inclusive work environment.
- Trained and onboarded new team members, coached staff on task execution, and reassigned roles during absences or peak hours to maintain steady service delivery.
- Delivered exceptional bilingual customer service by managing online queue systems and in-person visits, resolving student concerns, and guiding them through eligibility, program adhesion, fees, and refunds.
- Reviewed student accounts and academic status to verify eligibility, explain exceptions, and offer tailored solutions based on enrollment and fee structures.
- Troubleshot technical issues related to card activation and system access; coordinated with university departments when escalation was required.
- Maintained full control of card inventory, supported opening and closing procedures, balanced payments against distributed cards, and generated daily reconciliation reports in Excel.
Administrative Clerk – Vaccination Clinic
City Of Ottawa
06.2021 - 08.2021
- Registered patients and verified identification, health documents, insurance coverage, and appointment details for on-site vaccine services.
- Processed basic health claims and supported coverage-related documentation to ensure accurate intake and eligibility tracking.
- Directed patient flow and enforced safety protocols, helping reduce wait times and maintain smooth clinic operations.
- Answered in-person questions and concerns, offering clear guidance or redirecting individuals to medical or administrative staff when needed.
- Maintained confidentiality and precision when entering health data and managing documentation in a high-pressure, fast-paced environment.
Receptionist Housing Service
University of Ottawa
05.2019 - 04.2020
- Provided bilingual front-line support to students, families, and international guests on housing applications, residence policies, and campus services.
- Handled high-volume inquiries by phone, email, and in person; scheduled appointments and maintained organized records in a fast-paced service environment.
- Supported summer operations by coordinating room bookings, managing hotel-style accommodations, and processing guest payments.
- Reviewed contracts, subletting forms, and meal plan changes; collaborated with finance staff to resolve issues related to fees, deposits, and account holds.
- Booked meeting rooms and event spaces, coordinated key access and equipment, and supported internal logistics for staff and student services.
Education
Bachelor of Commerce - Human Resource Management
University of Ottawa
Ottawa, ON04-2025
Skills
- Bilingual – French & English (spoken and written): Provides clear, professional communication in both official languages
- Client Service Excellence: Handles high-volume inquiries across phone, email, and in-person with clarity and a solution-focused approach
- Strong Administrative Skills: Experienced in records management, document handling, inbox coordination, and tracking service requests
- System Proficiency: Confident in Workday, Ventus, Raiser’s Edge, Excel, and internal tools for reviewing and updating records
- Analytical Thinking: Identifies data inconsistencies, summarizes information clearly, and supports decision-making through reporting
- Problem Solving & Decision-Making: Applies sound judgment to resolve access issues and escalate when needed
- Attention to Detail: Maintains accuracy across forms, timelines, and records in fast-paced, compliance-driven environments
Certification
- Intopia Business Simulation – Strategic Business Decision-Making
- DALF C1 – Diplôme Approfondi de Langue Française (Advanced)
- Certified Human Resources Professional (CHRP) – In Progress
Timeline
Biographical Data Research Clerk
Records Department University of Ottawa
05.2024 - 08.2024
HR and Labour Relations Administrative Coordinator
University of Ottawa
09.2022 - 04.2024
Team Lead – Transit Card Services (OC Transpo/STO)
University of Ottawa
08.2021 - 06.2022
Administrative Clerk – Vaccination Clinic
City Of Ottawa
06.2021 - 08.2021
Receptionist Housing Service
University of Ottawa
05.2019 - 04.2020
Bachelor of Commerce - Human Resource Management
University of Ottawa
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