Tyler Joseph Defrias

I am a detail-oriented professional with a proven ability to succeed both independently and in team settings, consistently delivering high-impact results. With strong communication skills—both written and verbal—I thrive in collaborative environments and excel at building productive relationships across departments, stakeholder groups, and senior leadership. My background includes experience in research, business analysis, conflict resolution, and stakeholder engagement, where I consistently apply strategic thinking and sound judgment. I bring high political acuity and negotiation strength to sensitive and complex situations, always approaching challenges with a calm, solution-focused mindset. I am committed to making financially sound, data-informed decisions that support both immediate priorities and long-term goals. Above all, I am passionate about contributing to work that has purpose—whether that’s in public service, organizational development, or cross-sector partnerships.

Dear Hiring Manager,

I am writing to express my interest in the Business Analyst role within the Ministry of Public and Business Service Delivery and Procurement, as advertised. With over five years of progressive experience within the Ministry of Public and Business Service Delivery and Procurement, I bring a deep understanding of public service delivery, operational efficiency, and client-centered service—all underpinned by a strong commitment to government standards and values.

Currently, I serve as an Customer Care Representative (CSR2) with the Ministry of Public and Business Service Delivery and Procurement (MPBSDP) at the ServiceOntario Milton Retail Office. In this capacity, I apply extensive knowledge of applicable legislation and regulations including the Freedom of Information and Protection of Privacy Act (FIPPA), Immigration, Refugees and Citizenship Canada (IRCC) procedures, Ontario Public Service Quality Assurance Service Standards, and regulatory guidelines from both the Ministry of Health and Long-Term Care (MOHLTC) and the Ministry of Transportation (MTO).

My experience as a Customer Care Representative and prior roles as an Issuing Office Administrator (IOA) and Customer Care Specialist (CSR3) has further developed my ability to manage high-volume, compliance-driven environments. As an IOA, I oversaw operations for eight Service Provider Network (SPN) locations and 14 Digital Dealership Registration (DDR) partners. I was responsible for conducting green bag audits, performing PCI compliance reviews, coaching staff, managing complaints, addressing privacy breaches, and supporting digital strategy initiatives to improve Office Quality Assurance Program (QAP) scores. I managed complex, multi-stakeholder projects under tight deadlines, which has equipped me with the organizational agility and collaborative mindset necessary for success in this role. I bring proven ability to conduct in-depth quantitative and qualitative research, assess emerging policy risks, and develop evidence based recommendations that support the ministries initiatives.

My ability to resolve complex client concerns, manage sensitive information in compliance with FIPPA, and implement operational enhancements has directly contributed to service quality and organizational goals. My analytical acumen, paired with sound judgment and political acuity, enables me to apply my skills to any ministry team and adapt to the workplace environment.

I am excited about the opportunity to continue contributing to the public sector and would welcome the chance to further discuss how my background and skills align with your team’s objectives. Thank you for considering my application.

Sincerely,

Tyler Defrias