Call Agent at Client Contact Centre - PSPC (2023-11 – Present)
- High-Volume Client Support: Deliver frontline compensation service across the Government of Canada by responding to high-volume inbound inquiries regarding pay, benefits, and collective agreements.
- Complex Inquiry & Case Resolution: Analyze payroll records, historical transactions, and employee files to investigate, troubleshoot, and resolve intricate pay issues accurately.
- Guidance & Employee Life-Cycle Support: Advise employees on key HR transitions (new hires, leave administration, retirements, workforce adjustments, taxes, and deductions) using clear, client-friendly language.
- Documentation & De-escalation: Maintain complete and confidential case logs while managing sensitive, high-impact employee pay situations with discretion and professionalism.
Call Agent - Emergency Salary Advance (Special Assignment) at Client Contact Centre - PSPC (2024-05 – Present)
- Process Emergency Salary Advance requests for employees experiencing pay-related disruptions. Review supporting documentation and eligibility requirements to ensure compliance with established procedures.
- Analyze account information and payroll records to support informed decision-making.
- Explain payment processes, recovery options, and account requirements to employees.
- Referring debt to the finance or pension department when applicable.
- Completing Phoenix transactions, such as adding arrears, hold, payment plans, recoveries, etc.
Call Agent - Workforce Adjustment (Special Assignment) at Client Contact Centre - PSPC (2025-12 – 2026-05)
- Supported employees affected by workforce adjustment initiatives through information sharing and administrative guidance.
- Explained available options, benefits, entitlements, and relevant Government of Canada processes.
- Interpreted workforce adjustment provisions and policy-related information.
- Assisted employees in understanding complex administrative procedures and timelines.
Receptionist at Blackburn Dental Center (2021-02 – 2023-11)
- Front-Office Operations & Patient Care: Managed front-office reception for a high-volume practice, handling patient registration, inquiries, and triage for urgent appointment requests.
- Scheduling & Calendar Management: Coordinated calendars and complex appointment scheduling for multiple dental professionals and specialists.
- Billing & Insurance Administration: Processed dental insurance claims, verified patient coverage, and maintained accurate billing records.
- Records Management & Compliance: Maintained confidential patient files, managed office supply inventory, and ensured adherence to workplace health, safety, and infection control standards.
Receptionist at Eye Care For You (2020-01 – 2021-03)
- Clinic Operations & Scheduling: Managed daily reception, client correspondence, and multi-line inquiries while efficiently coordinating appointment schedules for exams and consultations.
- Patient Care & Preliminary Testing: Assisted optometrists by conducting preliminary diagnostic tests (glaucoma, cataract, visual field assessments) and supported clients with product/service selection.
- Billing, Insurance & Compliance: Verified prescriptions and client data, processed payments, and managed insurance claims in strict compliance with privacy standards.
- Inventory & Records Management: Maintained detailed patient and purchase records, monitored inventory levels, and managed stock reordering for optical products and clinic supplies.
Supervisor, Customer Service at Farmboy (2016-07 – 2020-01)
- Team Leadership & Development: Supervised daily operations for a team of 10+ employees, leading onboarding, training, and coaching on service standards and workplace safety.
- Customer Relations & Problem Solving: Resolved complex customer inquiries and escalated service issues with professionalism to ensure high satisfaction and retention.
- Financial & Store Operations: Executed opening/closing protocols, managed cash handling, performed daily reconciliations, and maintained strict financial controls.
- Workflow & Inventory Management: Coordinated staffing schedules, monitored inventory levels, placed product orders, and oversaw merchandising and quality assurance.
