Shirley Augustin
Laval,Quebec
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating. Proficient in using independent decision-making skills and sound judgment to positively impact the Client Support's success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee and team leader engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Senior Advisor
IRCC- Client Engagement Branch- CSC
02.2023 - 06.2024
- Led change management initiatives to improve organizational effectiveness and support long-term growth objectives.
- Maintained extensive professional network and leveraged connections to secure new business leads, contributing to sustained growth over time.
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
- Championed continuous improvement efforts throughout organization by identifying process inefficiencies and implementing best practices, driving increased productivity and cost savings.
Operations Manager
IRCC- Client Engagement Branch- CSC
09.2022 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external and internal stakeholders.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Assistant Director
IRCC- Client Engagement Branch- CSC
09.2023 - 11.2023
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Managed unit's budget to ensure adequate resources were allocated to different units.
- Collaborated with cross-functional teams on strategic projects aimed at improving overall business performance.
- Implemented cost-saving measures by identifying ways to reduce expenses without compromising quality such as cross-training.
- Conducted regular staff meetings to maintain open lines of communication within team, fostering positive work environment.
Continuous Learning Supervisor
IRCC- Client Engagement Branch- CSC
02.2022 - 09.2022
- Supervise unit of employees who are responsible for administering all aspects of operational program
- Establish, develop and maintain effective working relationships with internal and external partners.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Resolved conflicts among team members promptly, maintaining harmonious working environment conducive to productivity.
- Enhanced communication within team by holding regular meetings and encouraging open dialogue among all members.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Implemented training and onboarding of new trainers.
Team Leader
IRCC- Client Engagement Branch- CSC
05.2019 - 02.2022
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Held monthly team meetings to inform team members on company news and updates.
Customer Service Representative
IRCC- Client Engagement Branch- CSC
06.2016 - 05.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Insurance Coordinator
Active Care Management
05.2014 - 06.2016
- Assist travelers and visitors to Canada in medical case management
- Assist in general administrative work
- Assist new hires with policy wording and system navigation
- Assist clients in travel and non-travel claims.
- Verified insurance and communicated coverage to staff and patients.
- Managed high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
Orderly
Résidence Riviera
04.2009 - 06.2012
- Participate in special committees to help improve working conditions
- Help the elderly in their daily activities.
Educator/Part-Time Assistant Director
Garderie La Petite Académie
07.2007 - 03.2009
- Organise children’s files, educator’s documents and daycare finances
- Prepare monthly invoice for parents
- Support staff in professional development.
Bilingual Client Service Representative
Global Crossing
06.2006 - 06.2007
- Conduct and assist in teleconference calls
- Edit conference lists
- Train new employees
- Follow-up on problems and inquiries.
Education
DVS Secretarial Studies -
CDC Pont-Viau
Laval, QC04.2013
DEC in Social Science - Paralegal Studies
O’Sullivan College
Montreal, QC06.2003
Social Science -
Dawson College
Montreal, QC09.1998
High School Diploma -
Villa Maria High School
Montreal, QC06.1997
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- MS Office
- Client Relationships
- Onboarding and Orientation
- Bilingual
- Staff Training
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Assistant Director
IRCC- Client Engagement Branch- CSC
09.2023 - 11.2023
Senior Advisor
IRCC- Client Engagement Branch- CSC
02.2023 - 06.2024
Operations Manager
IRCC- Client Engagement Branch- CSC
09.2022 - Current
Continuous Learning Supervisor
IRCC- Client Engagement Branch- CSC
02.2022 - 09.2022
Team Leader
IRCC- Client Engagement Branch- CSC
05.2019 - 02.2022
Customer Service Representative
IRCC- Client Engagement Branch- CSC
06.2016 - 05.2019
Insurance Coordinator
Active Care Management
05.2014 - 06.2016
Orderly
Résidence Riviera
04.2009 - 06.2012
Educator/Part-Time Assistant Director
Garderie La Petite Académie
07.2007 - 03.2009
Bilingual Client Service Representative
Global Crossing
06.2006 - 06.2007
DVS Secretarial Studies -
CDC Pont-Viau
DEC in Social Science - Paralegal Studies
O’Sullivan College
Social Science -
Dawson College
High School Diploma -
Villa Maria High School
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