Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sébastien Villiers

Ottawa,ON

Summary

I have 4 years of call center experience at the public service, specifically in the distribution of various government programs. Through my time at Service Canada as a Tier 2 Expanded Payment Services Officer, I have been a coach and a mentor to my fellow colleagues, worked across program lines (Employment Insurance, Canadian Dental Care Plan), delivered presentations across different teams and acted as a Team Leader for EI teams on two different occasions.

Overview

6
6
years of professional experience

Work History

Team Leader (Acting)

Service Canada
06.2025 - 08.2025
  • Researched, interpreted and applied directives related to Human Resources policies at ESDC.
  • Managed employee performance by generating data-driven reports and monitoring their progress using key performance indicators.
  • Provided strategic advice to different stakeholders in management and across different teams, in writing and in meetings.
  • Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.

Payment services Officer

Service Canada, ESDC
02.2021 - Current
  • Processed Employment Insurance work items in client files during processing initiatives at the Ottawa EI call centre both as a Tier 2 Expanded and Core agent.
  • Processed, reassigned, referred and completed work items using the National Workload System during processing activities.
  • Mentored staff members on EI procedures and call flow, helping them develop their individual skills potential and helping them meet business line expectations.
  • Created and facilitated a presentation on an automation software (AARI) used by all Payment Services Officers. The presentation was made to different teams across call centres.
  • Answered bilingual inbound calls related to employment insurance files and claims using various systems and tools. (Full-Text Screen, National Workload System, Standard Payment system, Automated Correspondence Solution)
  • Supported the Canadian Dental Care Plan line as an payment services officer for 3 months by taking inbound calls and dealing with processing work items.


Bilingual Information Officer

Quantum
02.2020 - 01.2021
  • Answering inbound telephone calls and inquiries about different federal government programs.
  • Received inbound calls about the following programs : Health Canada, DFO, CFIA, CFIA, SFCR), 1-800-OCANADA, Coronavirus.
  • Documenting the content of each call received into an online system with a high degree of accuracy.
  • Probing the callers to precisely identify and resolve their problems.
  • Attending meetings on procedures and other work-related subjects.

Bilingual Customer Service Agent

ICF
09.2020 - 02.2020
  • Working as a contractor to help the Ontario government deliver the Ontario Electricity Support Program (OESP) to low-income citizens.
  • Taking inbound calls from customers and handle their inquiries.
  • Coached 3 new employees over the course of 2 months in order to better on-board them.

Education

Bachelor of Arts - minor in Philosophy

University of Ottawa
06.2021

Diplôme d’études collégiales - Sciences, Lettres et Arts

Cégep de l’Outaouais

Skills

  • Reliability Status security clearance
  • MS Suite (Excel, Word, Powerpoint, Sharepoint, etc)
  • Payment systems (Standard Payment systems, Public Sector Collection and Disbursement )
  • Dispute resolution
  • Problem solving
  • Human resources

Languages

English
French

Timeline

Team Leader (Acting)

Service Canada
06.2025 - 08.2025

Payment services Officer

Service Canada, ESDC
02.2021 - Current

Bilingual Customer Service Agent

ICF
09.2020 - 02.2020

Bilingual Information Officer

Quantum
02.2020 - 01.2021

Bachelor of Arts - minor in Philosophy

University of Ottawa

Diplôme d’études collégiales - Sciences, Lettres et Arts

Cégep de l’Outaouais

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Sébastien Villiers