HR SPECIALIST - Payroll, Benefits, Leaves and Disability Management - Air Canada - Dorval, QC
(2023-12)
- Provided timely resolution to employees' inquiries via calls and/or emails, including concerns or issues to ensure a positive employee experience.
- Provided excellent customer service by demonstrating ownership of issues / concerns being raised by employees.
- Responsible for the day-to-day handling of employee reporting transactions in the HR Systems (time and attendance, job changes, personal information updates, etc)
- Handled payroll, taxation and general HR topics via PeopleSoft, JIRA and ADP software.
- Guided employees with their disability claims and benefits and acted as a liaison between HR, Payrolls and Disability Case Managers.
- Act as primary contact for employees regarding any HR programs or pay inquiries and ensure accurate response is provided.
- Liaise with internal HR stakeholders to ensure issues and concerns are addressed for more in-depth issues.
- Guided employees understanding their health and dental benefits, profit sharing and other HR programs such as linguistics, training, uniform requests and unionized collective bargaining agreements.
- Escalated and participated in the improvement of identified gaps in processes.
- Recognized and reported unusual events or consistent problems areas to Team Lead
CUSTOMER EXPERIENCE TEAM LEAD - SEG Products - Montreal, QC, Canada
(2022-12 - 2023-10)
- Liaised with a third-party customer service provider, handling escalated requests, online reviews, refunds, and replacements.
- Developed macros/scripts for professionalism in Zendesk.
- Prepared spreadsheets for reconciliations (refunds and replacements)
- Prepared presentations and tutorials via Powerpoint and Excel
- Conducted public speaking and led the team in resolving issues
- Reported critical events, including safety and health adverse events to executive stakeholders.
- Implemented customer service standard and practices.
- Managed client database for critical events and escalations.
- Inventory management and liaison with accounting, marketing and warehouse departments in-house.
- Direct coordination with logistics departments for transport, spare parts and item inventory- responsible for tracking number and data reports.
CONSUMER RELATIONS SPECIALIST - Imperial Tobacco Canada - Montreal, QC
(2021-01 - 2022-12)
- Managed product and Inventory on Shopify.
- Consulted with consumers on nicotine regulations, order status, product knowledge via a multi channel experience including live chats, emails and phone calls.
- Handled logistics product management on fulfilled and unfulfilled orders.
- Developed and proofread macros and scripts for the consumer experience team.
- Managed returns, exchanges and regulation abiding interactions between consumers, distribution centres and headquarters.
- Reported critical events, including health and safety to Global teams at British American Tobacco in regards to the utilization of vaping products
- Improved on user experience via Jira cards, Acquire and Forest as CRM tools.
TRAVEL ADVISOR - Costco Travel - Montreal, QC
(2019-09 - 2020-12)
- Assistance and booking cruise reservations for travel for Canadians.
- Travel assistance, providing details and information on several products, cruises and regulations for safe travel for Canadians.
- Emphasizing Costco Travel's member benefits to members and clarifying key components of a membership.
Co-Manager - Karen Miller
(2019-06 - 2019-09)
- Assisted the Retail Store Manager in planning and implementing strategies to attract customers
- Coordinated daily customer service operations (e.g. sales processes, orders and payments)
- Tracked the progress of weekly, monthly, quarterly and annual objectives
- Monitored and maintained store inventory
- Evaluated employee performance and identified hiring and training needs
- Suggested sales training programs and techniques
- Communicated with clients and evaluate their needs
- Analyzed consumer behaviour and adjusted product positioning
- Handled complaints from customers
- Researched emerging products and use information to update the store's merchandise
- Created reports, analyzed and interpreted retail data, like revenues, expenses and competition
- Conducted regular audits to ensure the store is functional and presentable
- Ensured employees adhesion to company's policies and guidelines
E-COMMERCE PROJECT COORDINATOR - WORDANS EUROPE AND WORDANS CANADA - Lisbon, Portugal and Montréal, QC
(2016 - 2019)
- Staff Management and Recruitment
- Training, both in-house and overseas
- Overseeing daily operations and employee's performance
- CRM management via Salesforce- leads generation, data management for customers and follow up sessions for on going business partners.
- Budgeting and decision making on staff and the overall business direction both on the website, campaigns, products and the business direction.
- Digital Marketing, SEO, technical writing and Amazon store management
- Social Media management and Reputation platforms : Twitter, Instagram, Facebook, Reseller Ratings, SiteJabber
- Project Coordination between Europe staff and Canadian team
- Account Management for suppliers, including payments, returns, credit notes
- Accounting: staff wage calculation and commission spreadsheet management
- Travel Coordinator and assistant to CEO.
Sales Associate - Springfield - Lisbon, Portugal
(2015 - 2016)
Customer service and sales centric role, specialized in creating and promoting our fidelity card. Assessing customer needs and their behaviour to optimize sales and customer experience.
Sales advisor - H&M - Lisbon, Portugal
(2014 - 2015)
Retail and customer service operations, ranging from fashion advice to returns and exchanges and stock management.
Lab assistant - protein recombination and purification
(2012 - 2017)
- Perform various standard experimental assays including protein expression using a variety of biological systems, protein purification and characterization, quantitative real-time PCR, western blot, and ELISA. Work in sterile conditions to conduct cell culture experiments and maintain the growth of cell lines. Collect and analyze generated data. Prepare sterile buffers and media for experiments. Label tubes for specimens collection and update sample inventories.
- Assist in organization and upkeep of laboratory supplies, workspace, and equipment in line with standard dictated by the leadership. Sterilization of supplies and waste by autoclave. Develop standard operating procedures.
- Aid in the genotyping process including tag & snip, PCR, gel electrophoresis, documentation of genotypes and strain histories.
