Monique Tremblay has over 20 years of experience working for Service Canada, including extensive experience developing and delivering training and providing guidance on Service Canada programs. She currently works as a Senior Program Advisor, providing functional direction and support to regions on service delivery. Prior positions include Business Expertise Advisor, where she delivered training and advised staff, and Citizen Service Officer, where she determined eligibility for benefits. She is fluent in both English and French and has a National Trainer Certification from Service Canada College.
Media, Modernization and Millenials...What's the future of settlement work?guest6fde30
This presentation, for the Newcomer Organization Network of Peel, provides an overview of key trends and innovations that are and will influence the nature of settlement work and providing services to newcomers to Canada. It focuses on settlement funding "modernization", use and integration of social media in our work, and demographics of service providers, including desirable characteristics agencies should look for, regardless of age.
The document summarizes feedback from stakeholders on a proposed integrated service delivery framework for Employment Ontario. Key themes from focus groups included: support for more integrated services across ministries but differing views on the best approach; a need to focus on customers rather than individual programs; and importance of community involvement but with provincial coordination. Stakeholders generally preferred maintaining the current distributed service delivery model over introducing lead provider hubs, citing concerns about flexibility and customer choice. Developing clear service standards, pathways for customers, and collaboration mechanisms among providers were seen as priorities to strengthen employment supports across Ontario.
Describes knowledge services from the perrspective of a government S&T department (2006): background, scope, framework, flow charts, next steps; report available.
Information and Knowledge Services: finding Structure in ComplexityAlbert Simard
Describes a service framework for providing knowledge services (2006): knowledge aservices, knowledge services system, framework dimensions, service framework; report available
Presentation slides from a session for the ARA Section for Business Records April 2015, understanding archive service accreditation for business archives
AP Ministry and Business Resumes Current April 2016Anthony Pizzuti
Anthony Pizzuti has over 30 years of experience in ministry and banking. In ministry, he has served as a deacon, elder, worship team member, and missionary. He has a Master's in Divinity. In banking, he spent over 20 years at Bank of America in increasingly responsible IT and mobility services leadership roles, managing multi-million dollar budgets and projects. He specialized in continuous improvement, cost reduction, and streamlining processes.
This document provides information about purchasing a Site Pro BA783 Coax Entry Port Boot. It includes the product details, pricing and payment options, shipping information, warranty, and additional services offered by Launch 3 Telecom such as repairs, maintenance contracts, de-installation, and recycling. Customers can purchase the product by phone, email, or online form and will receive order confirmation and tracking once purchased.
This document provides a conversion table of new ICD-9-CM diagnosis and procedure codes that were issued in October 2013. It lists the current codes, their effective date, and the codes they replaced. The National Center for Health Statistics and Centers for Medicare & Medicaid Services issue new ICD-9-CM codes annually on October 1st based on recommendations from their joint committee. The conversion table assists with retrieving data by showing the historical code assignments.
Media, Modernization and Millenials...What's the future of settlement work?guest6fde30
This presentation, for the Newcomer Organization Network of Peel, provides an overview of key trends and innovations that are and will influence the nature of settlement work and providing services to newcomers to Canada. It focuses on settlement funding "modernization", use and integration of social media in our work, and demographics of service providers, including desirable characteristics agencies should look for, regardless of age.
The document summarizes feedback from stakeholders on a proposed integrated service delivery framework for Employment Ontario. Key themes from focus groups included: support for more integrated services across ministries but differing views on the best approach; a need to focus on customers rather than individual programs; and importance of community involvement but with provincial coordination. Stakeholders generally preferred maintaining the current distributed service delivery model over introducing lead provider hubs, citing concerns about flexibility and customer choice. Developing clear service standards, pathways for customers, and collaboration mechanisms among providers were seen as priorities to strengthen employment supports across Ontario.
Describes knowledge services from the perrspective of a government S&T department (2006): background, scope, framework, flow charts, next steps; report available.
Information and Knowledge Services: finding Structure in ComplexityAlbert Simard
Describes a service framework for providing knowledge services (2006): knowledge aservices, knowledge services system, framework dimensions, service framework; report available
Presentation slides from a session for the ARA Section for Business Records April 2015, understanding archive service accreditation for business archives
AP Ministry and Business Resumes Current April 2016Anthony Pizzuti
Anthony Pizzuti has over 30 years of experience in ministry and banking. In ministry, he has served as a deacon, elder, worship team member, and missionary. He has a Master's in Divinity. In banking, he spent over 20 years at Bank of America in increasingly responsible IT and mobility services leadership roles, managing multi-million dollar budgets and projects. He specialized in continuous improvement, cost reduction, and streamlining processes.
This document provides information about purchasing a Site Pro BA783 Coax Entry Port Boot. It includes the product details, pricing and payment options, shipping information, warranty, and additional services offered by Launch 3 Telecom such as repairs, maintenance contracts, de-installation, and recycling. Customers can purchase the product by phone, email, or online form and will receive order confirmation and tracking once purchased.
This document provides a conversion table of new ICD-9-CM diagnosis and procedure codes that were issued in October 2013. It lists the current codes, their effective date, and the codes they replaced. The National Center for Health Statistics and Centers for Medicare & Medicaid Services issue new ICD-9-CM codes annually on October 1st based on recommendations from their joint committee. The conversion table assists with retrieving data by showing the historical code assignments.
The role is responsible for administering and supporting requests for timely and accurate content to be delivered across Sydney Trains' digital communication channels. This includes reviewing, editing, and proofing content to ensure it achieves communications objectives and is distributed through the appropriate channels. The role also monitors email accounts, updates communications calendars, and provides general support to the Digital and Channels team and Communications teams. The key purpose is to effectively manage digital channels and ensure employees and customers receive needed information.
Seeking career opportunities that offers stellar interactive, creative and administrative customer support direct audience communication and advance technology to propel forward into company's future building and development.
J_Neequaye Resume (EY Consultant) Penultimate Ver 06182015Jennifer Neequaye
The document contains Jennifer Neequaye's resume, summarizing her qualifications and experience in business analysis, program management, and consulting services. She has over 9 years of experience in business process improvement, strategic planning, and performance management. Her areas of expertise include monitoring and evaluation, business process reengineering, and information management. She holds an MBA from Wilfrid Laurier University and has worked for organizations such as Ernst & Young, the Ghana Revenue Authority, and the Department for International Development.
Ed Modernized Approach A1 C1 D1 Sp Os Englishocasiconference
The document summarizes key aspects of Canada's Modernized Approach Settlement Program, including:
- The program aims to support newcomers' language skills, understanding of Canadian life, employment opportunities, and social networks.
- Newcomers will receive needs assessments and personalized plans. Services include language training, employment help, and establishing community connections.
- Performance will be measured to ensure effective service delivery and comparable outcomes nationwide. The program combines previous authorities into a single coordinated approach.
Digital reference services utilize web technologies to provide reference services in a digital environment. They aim to satisfy users' information needs interactively and collaboratively. Key characteristics of digital reference services include accessibility, prompt responses, clear policies, interactivity, and instruction. Services must also have authoritative and trained experts, ensure privacy, conduct reviews, and provide access to related information and publicity. Digital reference services offer benefits like individual assistance, collection development support, and marketing assistance. They require planning, training, testing, promotion and evaluation for successful implementation.
This document provides a summary of Anne Nash's career experience and qualifications. She has over 11 years of experience in IT Service Management and has held several leadership roles managing teams and delivering projects. She has a wide range of IT qualifications and experience across the IT lifecycle. She is praised for her strong relationship and problem-solving skills which she has used to improve customer satisfaction and deliver strategic objectives.
Andrea Loeffelholz has over 15 years of experience providing public service to various state and federal agencies in Wisconsin. She has a range of qualifications including communication and collaboration, program oversight and grant management, technical support, policy analysis, and administrative assistance. Her professional experience includes roles managing transportation safety grants, coordinating apprenticeship programs, collecting and analyzing traffic crash data, and providing support to law enforcement agencies. She holds a Bachelor of Arts degree in Criminal Justice from the University of Wisconsin-Eau Claire.
The document outlines a place-based strategy being implemented in the City of Norfolk, Virginia to better support veterans, wounded warriors, and military families. The strategy focuses on increasing coordination and leveraging partnerships between state, local, nonprofit and private organizations. It also aims to streamline programs and focus resources in targeted areas to better serve veterans' needs. Specifically, the City of Norfolk is partnering with Tidewater Community College and Goodwill Industries to create a program called HOTVETS to provide outreach, training, job placement and support services to help veterans connect to living-wage employment opportunities.
This document provides a summary of Dipanjan Roy's professional experience and qualifications. It outlines his 6 years of experience working for Accenture, where he specialized in SAP FICO solutions, indirect taxation, and test management consulting. He has extensive expertise in SAP modules like FICO, indirect taxation in various regions, and commodity trading. The document also lists his technical skills, professional certifications, education qualifications and extracurricular achievements.
This curriculum vitae summarizes Harry Pitt's work experience and qualifications. He has over 25 years of experience in administrative roles, primarily in the education sector, supporting various databases and IT systems. His most recent roles are as an Administration Officer at Queensland University of Technology where he provides general administrative support. He has extensive experience in database administration, data entry, and customer service roles.
Toby Ellis has over 15 years of experience in information technology, customer service, and resource management. He currently works as a Senior Discipline Resource Manager at EMC2 Corporation, where he is responsible for ensuring teams have the necessary skills and staffing to meet service level agreements. Prior to this role, he worked in several resource management and customer service roles at EMC2, Colorado State University, and Diebold Inc. He has a proven track record of improving team utilization and customer satisfaction.
Kathy Watkins is seeking a full-time or part-time position in computer engineering or customer service. She has a B.S. in Applied Mathematics with a Computer Science minor from Mississippi State University and over 20 years of experience in various technical and customer service roles. Her experience includes work as a software consultant, systems analyst, technical manager, substitute teacher, and tax preparer. She has a proven track record of providing excellent customer service and technical skills.
Paul Zhukotansky has over 10 years of progressive administrative experience. He currently serves as the Vendor Table Administrator at the University of California, Davis, where he is responsible for general administrative support and maintenance of the vendor table. Prior to this role, he worked in customer service and front desk roles at a community health clinic. He has strong skills in Microsoft Office, communication, problem solving, and maintaining vendor records in a university financial system.
This document provides a summary of skills and experience for Jignes Derasari. It outlines over 10 years of experience in IT service management, including expertise in ITIL processes like incident, problem, change and release management. Key responsibilities included managing ITSM tools, implementing ITSM processes, and leading improvements to service delivery through the application of ITIL best practices. Technical qualifications and experience are also listed, along with details of professional roles held at Transport for NSW and previous employers.
This document outlines a youth IT/entrepreneur program logic model. The program will provide training in web design, coding, and salesmanship using online curriculums and step-by-step video guides. Trainees will learn skills like building websites with WordPress, web hosting setup, HTML, CSS, PHP, and JavaScript. The program aims to improve computer competency and knowledge of IT careers for low-income youth. Outcomes will be measured through surveys, assessments, and collecting pre-post data to analyze improvements in knowledge, awareness, access to support services, and overall outlook. The program will be delivered at various facilities in partnership with workforce centers, government agencies, technical schools, and small business organizations.
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
Elsabe de Beer is applying for a position as a Training and Development Facilitator. She has over 20 years of experience in human resources, training, and administration roles. Her skills include developing training material, facilitating learning, managing learning systems, and ensuring regulatory compliance. She holds several qualifications in human resources, education and training, and business writing.
Takisha L. Richard is seeking a position that utilizes her skills in case management, IT support, and customer service. She has over 15 years of experience providing client services, technical troubleshooting, and administrative support. Her background includes roles in case management, recruitment, and sales account management. She is proficient in various software programs and holds certifications in computer networking, programming, and Microsoft applications.
David Rains has over 6 years of management experience and 15+ years of customer service experience. He currently works as an Operations Manager at Insperity, where he has implemented changes to improve customer experiences and collaborated on product changes based on customer feedback. Previously he held roles with increasing responsibility in technical support, project management, and sales. He has a background in IT and business and is proficient in various software programs and operating systems.
Sara Nader Azer is a senior business analyst and product owner with over 7 years of experience in the ICT domain serving NGOs. She has a bachelor's degree in computer science from Cairo University and certifications in business analysis, software testing, and project management. She is seeking a challenging position within the not-for-profit sector where she can apply her skills and experience in areas such as requirements gathering, solution development, and product ownership.
The role is responsible for administering and supporting requests for timely and accurate content to be delivered across Sydney Trains' digital communication channels. This includes reviewing, editing, and proofing content to ensure it achieves communications objectives and is distributed through the appropriate channels. The role also monitors email accounts, updates communications calendars, and provides general support to the Digital and Channels team and Communications teams. The key purpose is to effectively manage digital channels and ensure employees and customers receive needed information.
Seeking career opportunities that offers stellar interactive, creative and administrative customer support direct audience communication and advance technology to propel forward into company's future building and development.
J_Neequaye Resume (EY Consultant) Penultimate Ver 06182015Jennifer Neequaye
The document contains Jennifer Neequaye's resume, summarizing her qualifications and experience in business analysis, program management, and consulting services. She has over 9 years of experience in business process improvement, strategic planning, and performance management. Her areas of expertise include monitoring and evaluation, business process reengineering, and information management. She holds an MBA from Wilfrid Laurier University and has worked for organizations such as Ernst & Young, the Ghana Revenue Authority, and the Department for International Development.
Ed Modernized Approach A1 C1 D1 Sp Os Englishocasiconference
The document summarizes key aspects of Canada's Modernized Approach Settlement Program, including:
- The program aims to support newcomers' language skills, understanding of Canadian life, employment opportunities, and social networks.
- Newcomers will receive needs assessments and personalized plans. Services include language training, employment help, and establishing community connections.
- Performance will be measured to ensure effective service delivery and comparable outcomes nationwide. The program combines previous authorities into a single coordinated approach.
Digital reference services utilize web technologies to provide reference services in a digital environment. They aim to satisfy users' information needs interactively and collaboratively. Key characteristics of digital reference services include accessibility, prompt responses, clear policies, interactivity, and instruction. Services must also have authoritative and trained experts, ensure privacy, conduct reviews, and provide access to related information and publicity. Digital reference services offer benefits like individual assistance, collection development support, and marketing assistance. They require planning, training, testing, promotion and evaluation for successful implementation.
This document provides a summary of Anne Nash's career experience and qualifications. She has over 11 years of experience in IT Service Management and has held several leadership roles managing teams and delivering projects. She has a wide range of IT qualifications and experience across the IT lifecycle. She is praised for her strong relationship and problem-solving skills which she has used to improve customer satisfaction and deliver strategic objectives.
Andrea Loeffelholz has over 15 years of experience providing public service to various state and federal agencies in Wisconsin. She has a range of qualifications including communication and collaboration, program oversight and grant management, technical support, policy analysis, and administrative assistance. Her professional experience includes roles managing transportation safety grants, coordinating apprenticeship programs, collecting and analyzing traffic crash data, and providing support to law enforcement agencies. She holds a Bachelor of Arts degree in Criminal Justice from the University of Wisconsin-Eau Claire.
The document outlines a place-based strategy being implemented in the City of Norfolk, Virginia to better support veterans, wounded warriors, and military families. The strategy focuses on increasing coordination and leveraging partnerships between state, local, nonprofit and private organizations. It also aims to streamline programs and focus resources in targeted areas to better serve veterans' needs. Specifically, the City of Norfolk is partnering with Tidewater Community College and Goodwill Industries to create a program called HOTVETS to provide outreach, training, job placement and support services to help veterans connect to living-wage employment opportunities.
This document provides a summary of Dipanjan Roy's professional experience and qualifications. It outlines his 6 years of experience working for Accenture, where he specialized in SAP FICO solutions, indirect taxation, and test management consulting. He has extensive expertise in SAP modules like FICO, indirect taxation in various regions, and commodity trading. The document also lists his technical skills, professional certifications, education qualifications and extracurricular achievements.
This curriculum vitae summarizes Harry Pitt's work experience and qualifications. He has over 25 years of experience in administrative roles, primarily in the education sector, supporting various databases and IT systems. His most recent roles are as an Administration Officer at Queensland University of Technology where he provides general administrative support. He has extensive experience in database administration, data entry, and customer service roles.
Toby Ellis has over 15 years of experience in information technology, customer service, and resource management. He currently works as a Senior Discipline Resource Manager at EMC2 Corporation, where he is responsible for ensuring teams have the necessary skills and staffing to meet service level agreements. Prior to this role, he worked in several resource management and customer service roles at EMC2, Colorado State University, and Diebold Inc. He has a proven track record of improving team utilization and customer satisfaction.
Kathy Watkins is seeking a full-time or part-time position in computer engineering or customer service. She has a B.S. in Applied Mathematics with a Computer Science minor from Mississippi State University and over 20 years of experience in various technical and customer service roles. Her experience includes work as a software consultant, systems analyst, technical manager, substitute teacher, and tax preparer. She has a proven track record of providing excellent customer service and technical skills.
Paul Zhukotansky has over 10 years of progressive administrative experience. He currently serves as the Vendor Table Administrator at the University of California, Davis, where he is responsible for general administrative support and maintenance of the vendor table. Prior to this role, he worked in customer service and front desk roles at a community health clinic. He has strong skills in Microsoft Office, communication, problem solving, and maintaining vendor records in a university financial system.
This document provides a summary of skills and experience for Jignes Derasari. It outlines over 10 years of experience in IT service management, including expertise in ITIL processes like incident, problem, change and release management. Key responsibilities included managing ITSM tools, implementing ITSM processes, and leading improvements to service delivery through the application of ITIL best practices. Technical qualifications and experience are also listed, along with details of professional roles held at Transport for NSW and previous employers.
This document outlines a youth IT/entrepreneur program logic model. The program will provide training in web design, coding, and salesmanship using online curriculums and step-by-step video guides. Trainees will learn skills like building websites with WordPress, web hosting setup, HTML, CSS, PHP, and JavaScript. The program aims to improve computer competency and knowledge of IT careers for low-income youth. Outcomes will be measured through surveys, assessments, and collecting pre-post data to analyze improvements in knowledge, awareness, access to support services, and overall outlook. The program will be delivered at various facilities in partnership with workforce centers, government agencies, technical schools, and small business organizations.
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
Elsabe de Beer is applying for a position as a Training and Development Facilitator. She has over 20 years of experience in human resources, training, and administration roles. Her skills include developing training material, facilitating learning, managing learning systems, and ensuring regulatory compliance. She holds several qualifications in human resources, education and training, and business writing.
Takisha L. Richard is seeking a position that utilizes her skills in case management, IT support, and customer service. She has over 15 years of experience providing client services, technical troubleshooting, and administrative support. Her background includes roles in case management, recruitment, and sales account management. She is proficient in various software programs and holds certifications in computer networking, programming, and Microsoft applications.
David Rains has over 6 years of management experience and 15+ years of customer service experience. He currently works as an Operations Manager at Insperity, where he has implemented changes to improve customer experiences and collaborated on product changes based on customer feedback. Previously he held roles with increasing responsibility in technical support, project management, and sales. He has a background in IT and business and is proficient in various software programs and operating systems.
Sara Nader Azer is a senior business analyst and product owner with over 7 years of experience in the ICT domain serving NGOs. She has a bachelor's degree in computer science from Cairo University and certifications in business analysis, software testing, and project management. She is seeking a challenging position within the not-for-profit sector where she can apply her skills and experience in areas such as requirements gathering, solution development, and product ownership.
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