Samia Khondker

• Oversee a team of Employment Insurance Contact Centre officers, occupying the Payment Services Officer (PSO) roles.

• Monitor, and coach, individual performance. Identify strengths, develop areas of improvement, identify coaching/training needs, & ensuring resources are allocated efficiently, and beneficially.

• Create, and build upon, proactive & professional relationships with team members to achieve resolutions, & defined targets.

• Process day-to-day activities such as attendance, expectations, leave management, & daily correspondence with staff. Organizing and administering team building activities via virtual and one on one consultation.

• Collaborated with & created various templates/manuals as part of the Statistical Team for the EI Contact Centre staff regarding Performance Metrics & Measures.

• Collaborate, advice, and provide constructive feedback to aid in development of staff in meeting career aspirations, and goals.

• Conduct regular reviews of processes to best support employees.

• Facilitated assessments associated with Staffing such as Written & Oral Assessments of candidates in groups, & individual, for the Payment Services Officer position with ESDC.

• Assisted the staffing board with scoring and storing of data pertinent to the selection board

• Monitor correspondence, & assess applications for screening purposes.

• Collaborated with leadership cadre across the Ontario Region network to assess candidates for the PM01 Payment Services Officer position.

• Ensure tracking, and organization of data is timely.

• Organized professional with expertise in managing resources, providing ongoing insights and supporting decision-making processes regarding staffing .

• Health & Safety Representative for Contact Centre employees reporting to the EI Operation.

• Identify, & address health & safety related issues affecting staff, & the building on various floors. Maintain inventory, post up to date information, and provide supplies as required.

• Conduct inspections of all floors at 4900 Yonge St reporting to Service Canada. Conduct weekly H&S checks for the EI Contact Centre, floors with Service Canada operations.

• Create communication/correspondence for staff members, create incident reports, & communicate with management, the union, & building maintenance for identified health & safety issues/matters.

• Guide & educate employees of appropriate health & safety process & procedures on an ongoing basis.

• Conducted regular Health & Safety checks with employees identifying issues; providing resolution, & brief as needed.

• Facilitated assessments associated with Staffing such as Written & Oral Assessments of candidates in groups, & individual, for the Payment Services Officer position with ESDC.

• Assisted the staffing board with scoring and storing of data pertinent to the selection board

• Monitor correspondence, & assess applications for screening purposes.

• Collaborated with leadership cadre across the Ontario Region network to assess candidates for the PM01 Payment Services Officer position.

• Ensure tracking, and organization of data is timely.

• Organized professional with expertise in managing resources, providing ongoing insights and supporting decision-making processes regarding staffing .

• Screened applications for over 1000 applications for external candidates for the PM01 role.

• Scheduled & Coordinated Written Tests, proctoring, & ensuring appropriate vetting of all candidates.

• Assisted the team with candidate intake during examination, creating the sign-in sheet, verifying identification, and facilitating examinations.

• Coordinated with team leaders and managers to supervise interviews.

• Kept ongoing records, timely tracking, ensuring that information flow is up to date.

• Supported, maintained General Delivery boxes; of communications by being the point of contact for all external interests to the role.

• Working with Employment Insurance claimants over the telephone channel to provided claim details, expectations, and regulations governing Employment Insurance benefits.

• Ensuring ongoing protocols, process & procedures are followed, & applied continuously to all client data.

• Reviewing claim files to determine potential issues, providing information as required.

• Completing review and analysis of files, ensuring completeness of information, document information, provide details of decisions on claims.

• Assist claimants in understanding obligations & expectations, submit documentation to be reviewed for processing, & process transactions on claim files, as necessary.

• Assist claimants in applying step by step analysis, and interacting with claimants based on needs & accessibility requirements.

• Assisted & supported daily daycare schedules and activity for infants, and at-school children.

• Assist with transportation and children’s daily activities.

• Create and plan day to day routines and schedules for children & youth depending on identified needs and resources.

• Provided administrative HR support to 80-130 employees, with payroll & scheduling of five departments using Workforce Management.

• Planned & organized on-boarding & orientation of new hire employees.

• Fostered a positive employee engagement culture by ongoing planning, co-ordination of employee engagement processes & contributions.

• Ensured best practice, policies, & processes were maintained to legislative standards.

• Educated employees on par with policy and process by facilitating training & information sessions.

• Researched, identified, and selected candidates for interviews and second interviews for hourly and management positions.

• Developed graphs, reports, & operational statistics using Microsoft Office Suite daily.

• Counseled & support employees regarding HR.

• Collaborating with all departments, & stakeholders in monitoring the proper administration of HR process and policies.