1. MONIQUE TREMBLAY
205-325 Centrum Blvd
Orleans, Ontario K1E 3W8
tremblaymonique01@gmail.com
monique.tremblay@servicecanada.gc.ca
(613) 581-0213 (cell)
SUMMARY OF QUALIFICATIONS
 Extensive experience in coaching, developing and delivering training packages and providing
advice and guidance regarding Service Canada programs and services.
 National Trainer Certification – Service Canada College
 Strong experience in delivering national, regional and local training to service delivery staff
(over 40 in-class and 60 Webex e-learning sessions) and communicate changes in legislation,
policies,procedures,etc.
 Solid experience in providing functional direction and supportto four regions on the in-person
service delivery in accordance with program guidelines
 Develop presentations, briefing documents, reports and projectplans for senior management
and partners
 Provide recommendations to internal partner on the developmentofnew procedures and
training. Assess regional requests to update established procedures and actioned, when
required
 Significant experience in gathering, interpreting and analyzing information from various
sources for different national products, communications and procedures
 Excellentjudgement; problem solving and interpersonal skills
 Resourceful person who thrives in a fast-paced environment
 Thorough knowledge ofService Canada programs and services
 Excellentverbal, written and interactive communication skills
 Fluent in both official languages – EEE language profile
 Security Clearance: Secret
WORK EXPERIENCE
Program Advisor and Senior Program Advisor Nov. 18 to present
In-Person Programs and Services Operations
National Headquarters, Service Canada
 Provides program and service delivery expertise in supportofthe Branch mandate, and
drafts responses to queries and contributes to written communications products.
 Provide functional direction and supportto four regions on the in-person service delivery of
EmploymentInsurance, Mobile outreach, Social Security Tribunal and other Government
Departments in accordance with program guidelines.
 Supportthe file leads in the design and implementation ofProgram modernization
initiatives in the Citizen Service delivery network through the developmentofprocedures,
training, and a partnership/regional engagementapproach.
 Develop presentations, briefing documents, reports and projectplans for senior
managementand partners.
 Perform other duties as assigned to supportthe overall functioning ofthe IPOS team.

2.  Enable nationally consistentquality service delivery for all Service Offerings.
 Provide functional direction and support(through developmentofoperational procedures &
training) to regions for the ongoing service delivery ofall assigned ESDC/OGD service
offerings and make recommendations as necessary.
 Research, analyze and reporton service offerings submitted to colleagues and
management, provide a complete picture ofan issue/situation and contain all key
information to identify possible courses ofaction.
 Lead or actively participate in working groups and projectteams on behalfofthe
directorate.
 Monitor unit's GD Mailbox and disseminating the regional enquiries in the box to the
appropriate lead on the file as required.
 Provide program and service delivery expertise and respond independently to client
enquiries when possible.
 Effectively supportthe team to ensure workload, tasks and projects meetthe established
goals and timelines.
 Provide timely briefing to managementon projectstatus.
Team Leader (acting) July 2015 - 4 weeks
Northeast region (Ontario)
Citizen Service Branch. Service Canada
 Supervise work teams in 3 sites and geographic locations in the delivery ofprograms and
services by assigning work and monitoring the results/impacts/ implements corrective
action while fostering a climate of transparency, trust and respect.
 Provide first-level resolution on citizen issues or complaints notresolved atfront-line point
of contact
 Review and reporton information received from employees,citizens and stakeholders to
managementand senior leaders
Citizen Service Specialist (PM-02) Dec. 2014 – Oct. 2015
PM03 salary protected -WFA
Citizen Service Branch, Service Canada
 Provide tailored and/or bundled information, advice and guidance;promote and support
the Department’s service offerings to respond to citizens, employers and community needs
(e.g. mass layoffs, EI, Pension, electronic services,Apprentice Grants, etc.)
 Establish and maintain relationships with local/regional, clients/stakeholders to
communicate/educate (e.g.community ofinterest, unions, employers,service providers)
and address issues.
 Plan, coordinate and deliver information sessions and seminars, alone or as a member of
a team, to community groups, claimants/employers and members ofthe public concerning
programs and its administration (including the EI program).
 Deliver Service Canada activities, programs and services to under-serviced communities
and clientsegments.
 Participate at various mobile outreaches helping with EmploymentInsurance Applications,
Pensions and other Service Canada programs and services.
Business Expertise Advisor (PM-03) March 2009 – Dec. 2014
Business Expertise SupportTeam (Citizen Service Branch)
Service Canada
 Provide technical advice,guidance and path-finding supportto over 750 staff, including service
delivery personnel and managementon legislation, policies,procedures,processes and
relevantsystems to ensure accurate and consistentapplication. Analyze findings and reports

3. on results including quality and identify trends to make recommendations for improvementand
possible training issues
 Deliver national, regional and local training to service delivery staffand communicate changes
in legislation, policies, procedures, etc. and how these changes impactthe work performed
(over 40 in-class and 60 Webex e-learning sessions). Advise service delivery staffon the
technical aspects ofwork processes to promote consistentapplication ofprogram-specific
requirements
 Lead local committees/working groups or participate in local and regional committees/working
groups to testor analyze procedures, tools, systems,to assess impacton service delivery (e.g.
implementation ofa new service product, departmental priorities, survey results
 Assistin designing ROE Data Entry training, Agentof Service, National Workload Systems, EI
Dire Needs and SIR non-match. These courses were delivered by WebEx, SMARTBOARD,
Windows Media Player and PowerPoint.
 Participate in local, regional and national working groups established to research, test, pilot,
analyze and reporton service offerings, information products, tools or systems to improve
citizen service and integrity ofsame
 Monitor accuracy and effectiveness ofoutputs ofassigned program area (e.g. Employment
Insurance (EI) Processing, Integrity, Grant’s & Contributions (G&C’s), Canada Pension Plan
(CPP) / Old Age Security (OAS), Guaranteed Income Supplement(GIS), etc). Analyze findings
and reports on results (including quality and trends) and make recommendations for
improvement
 Provide program-specific expertise to personnel who provide the delivery ofconsistentand
quality citizen services to achieve desired organization outcomes and service delivery
excellence within an assigned business stream
 Supportthe implementation ofthe transformation of service and program delivery within the
organization in a spiritof cooperation amongstcolleagues in a constantly changing/evolving
environment
Citizen Service Officer (PM-01) Dec. 1996 – March 2009
CSB, Insurance, Employment and Outreach
HRSDC, Service Canada
 Contribute to improve access and better choice for citizens through bundling ofservices.
 Examine, verify, assess and communicate decisions on and/or resolve problems associated
with the processing ofapplications in accordance with legislation and procedures
 As a passportreceiving agent, review the application for completeness and accuracy, collect
the fee along with the original identification documents and forwards these to Passport
Canada for processing
 Actively promote the marketing ofROE Web to employers and the required actions involved.
 Inform claimants on options regarding their rights and obligations to benefits
 Able to determine EmploymentInsurance benefits eligibility ofclaimants for any ofa variety of
benefitclaims options
 Identify those clients with special needs, who require a more specialized program/service
intervention and refer clients as required
 Recognize and appropriately refer contentious cases to the appropriate level for decision
Honors and Awards
 2016 Certificate ofRecognition - for nomination to the 2016 Assistant Deputy Minister's Awards
of Excellence in the Partnering and Collaboration category

4.  2015-16 Certificate of Recognition – professionalism and contribution to the success ofthe
Syrian Refugees Project
 2012 Ontario Region Awards ofExcellence for designing and delivering ROE Data Entry
ACADEMIC BACKGROUND
HRSDC National Trainer Certificate
 National Trainer Certificate – Service Canada College
 Certificate - Miramichi College, New Brunswick
PC Repair Diploma
Montréal, QC
ICS Learning Systems
Bilingual, Medical & Legal Secretary Certificate
Kapuskasing, ON
Cité des Jeunes High School
Bilingual Secretary (one year)
Kapuskasing, ON
Northern College
OTHER COURSES
Putting Participants First, Service Canada Excellence for citizens, Effective Presentation skills,
Federal Health and Safety, OAS/CPP, EI, SINRA and PassportCoach
COMPUTER SKILLS
Extensive experience with MicrosoftOffice, Excel, Outlook and PowerPoint, Employmentand
Insurance System data software, Smartboard, Webex, Windows Media Player and all other Service
Canada programs applications.
REFERENCES
 Manon Trudel, Manager, Processing and PaymentServices Branch - (647)790-9084
 Paula Ronchin, Senior Learning Consultant, Service Canada College Learning Centre,
(647)790-9630
 Genevieve Vinet, Manager, Strategic and Service Policy Branch, Service Canada
(819)654-6739
 Luc Thivierge, Senior Program Advisor, In-Person-Operations and Strategies, Citizens
Service Branch, (819)654-7274