Experience

Ottawa Inner City Health

• Non-profit Organizations
• 1 - 100 Employee

• Training Specialist

  • Aug 2022 - Present

  - Development and delivery of frontline staff technical training - Assists and support staff transitioning from paper based reporting and daily task management to digital - Provides feedback to stakeholders (managers, product owner and organization leadership) - Ensure data integrity across all units using digital platform - Work with Product Owner (PO) and managers to continuously improve digital platform - Provide weekly unit data reviews with PO - Liaison between PO, nurses, managers and frontline staff to roll out changes and updates to process - Provide ongoing training to new staff Show less



Shared Services Canada | Services partagés Canada

• Canada
• Government Administration
• 700 & Above Employee

• Reporting/Quality Analyst

  • Feb 2022 - Aug 2022

  - Prepare and maintain daily reports on business operations. - Assisting management in the implementation of office policies. - Maintenance of Scheduling, payroll, On-boarding and Off-boarding of new hires. - Evaluate calls and tickets from agents to ensure quality and SLAs are met. - Tools used: SM9, Active Directory, ECD, Speechminer, various GCX websites, Microsoft Office. - Prepare and maintain daily reports on business operations. - Assisting management in the implementation of office policies. - Maintenance of Scheduling, payroll, On-boarding and Off-boarding of new hires. - Evaluate calls and tickets from agents to ensure quality and SLAs are met. - Tools used: SM9, Active Directory, ECD, Speechminer, various GCX websites, Microsoft Office.



Air Canada

• Canada
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Representative

  • Nov 2021 - Feb 2022

  - Provided help with flight check in for passengers using self check in Kiosks. - Greeted inbound flights and provided help to customers with mobility issues. - Proficient use and understanding of check in operating systems while assisting customers. - Demonstrated ability to work under pressure. - Tools used: Amadeus Customer Management, Timatic, Amadeus CRS. - Provided help with flight check in for passengers using self check in Kiosks. - Greeted inbound flights and provided help to customers with mobility issues. - Proficient use and understanding of check in operating systems while assisting customers. - Demonstrated ability to work under pressure. - Tools used: Amadeus Customer Management, Timatic, Amadeus CRS.



Kelly Services (Canada), Ltd.

• Canada
• Staffing and Recruiting
• 300 - 400 Employee

• Technical Trainer

  • Dec 2020 - Oct 2021

  - Provided coaching support for our training staff through coaching of the new hires and quality advisory on calls-listening in on calls and providing feedback to the advisors and the client. - Taught employee orientation classes. Which serve as a short introduction for the advisor to the company and their new role before they start with Kelly Services. - Provided training and support through academy for new hires. This would be a training class over a period of 15 days with the goal of equipping the new hires with all the tools and skills they would need to be successful in their new role. - Demonstrated ability to plan and present course material. - Tools used: Adobe Connect, Microsoft office, Core, WebEx. Show less



ADT by TELUS

• Canada
• Security and Investigations
• 300 - 400 Employee

• Technical Helpdesk Agent

  • Sep 2019 - Aug 2020

  - Handled different programming requests for alarm systems. The requests would range from resetting an alarm code to reconfiguring alarm systems and their zone functions remotely. - Provided end user technical support for ADT by Telus users of supportive interactive service alarm.com. - Served as a first point of contact for customers calling ADT by Telus for any issues regarding their services whether related to billing, technical issues or sales. - Mentor: Helping new hires through chat and providing on floor assistance for them when taking their first calls. Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Oct 2018 - Aug 2019

  - I was one of concentrix dynamic customer support specialists.My main tasks included troubleshooting with various OS to help resolve connectivity problems, scheduling repairs and educating customers on how to resolve these issues if they happen again. - Worked on iOS, Android, MacOS, printers, various messaging and email services such as Outlook, iMessage, mail, Whatsapp. - I was one of concentrix dynamic customer support specialists.My main tasks included troubleshooting with various OS to help resolve connectivity problems, scheduling repairs and educating customers on how to resolve these issues if they happen again. - Worked on iOS, Android, MacOS, printers, various messaging and email services such as Outlook, iMessage, mail, Whatsapp.



Millennium 1 Solutions

• Canada
• Outsourcing/Offshoring
• 200 - 300 Employee

• Customer Service Representative

  • Feb 2018 - Sep 2018

  - Worked to provide great customer experience for Nestle Canada and Knowledge First Financial - Worked to provide great customer experience for Nestle Canada and Knowledge First Financial



Multiple Business Solutions

• Gatineau, Quebec, Canada

• Independent Sales Representative - Team Lead

  • Feb 2017 - Feb 2018

  - Door to door sales prospecting work for Bell CA in different cities across the province of Quebec. - Built and managed a team of sales professionals for the Bell campaign. - Provided sales training for new hires and assisted managers with interviews. - Door to door sales prospecting work for Bell CA in different cities across the province of Quebec. - Built and managed a team of sales professionals for the Bell campaign. - Provided sales training for new hires and assisted managers with interviews.