Immigration Officer - Ministère de l'Immigration, de la Francisation et de l'Inclusion du Québec - Montreal, Quebec, Canada
(2022-02)
International Students Program and Temporary and Permanent Foreign Workers Program
- Processing study permit applications for foreign students and workers in Quebec (temporary and permanent)
- Analysis of immigration applications: required documents and financial assessment
- Interaction with Service Canada, companies, consultants and lawyers involved in the file
- Case processing reports: Issuance or refusal of study permits (Quebec Acceptance Certificate)
- Administrative review of suspended applications
Taxpayer Services Agent SP-04 - Agence de Revenu du Canada - Canada
(2022-01 - 2022-02)
- Responding by phone to inquiries related to individual requests on general matters concerning income tax and social programs administered by the CRA.
- Solving problems and analyzing information using online tools
- Training completed in English
Operational Advisor - Mouvement Desjardins - Centre Affaires en Ligne
(2021-09 - 2022-01)
- Warmly welcoming each entrepreneur
- Responding to their needs regarding local and international banking payment solutions
- Guiding members through their online transactions in Accès D Affaires
- Proposing personalized financing solutions to entrepreneurs
- Assisting entrepreneur members with government remittance payments (federal tax, provincial tax, RRQ/RPC, EI, RQAP, GST, QST, HST, etc.)
Transactional Advisor - Mouvement Desjardins - Centre Affaires en Ligne
(2020-03 - 2021-09)
- Warmly welcoming each entrepreneur and responding to their business banking solution needs
- Building relationships through an advisory approach by identifying current or potential needs to help business growth
- Proposing personalized solutions to entrepreneurs
- Processing business financing applications
- Analysis of assets and liabilities, determination of solvency ratios and indicators, and analysis of members' financial situation in order to assess risk for the granting of credit cards and commercial credit
Personal Banking Advisor - Mouvement Desjardins - Services Cartes Crédit
(2019-01 - 2020-02)
- Building an advisory relationship by identifying current or potential needs
- Promoting customer retention
- Processing requests and ensuring required follow-ups
- Adding value to credit card accounts
- Feasibility analysis for credit card application approvals
- Credit administration and/or verification of issued transactions
- Transaction statement explanation and education on good credit practices
- Processing disputes for fraudulent or unrecognized transactions on credit card accounts
Customer Service Advisor - Gexel Montréal - Campagne COGECO
(2018-10 - 2019-01)
- Assisting Cogeco customers with all account-related requests
- Processing claims
- Performing first-level troubleshooting for defective equipment
Training Coordinator - MOOV-CI
(2015-01 - 2018-08)
- Facilitating training sessions for staff and external partners
- Writing reports and recommendations
Quality Monitors Coordinator - MOOV-CI
(2014-11 - 2015-12)
- Developing the skills of agents in agencies and franchises
- Reporting and implementing continuous improvement actions for the customer experience
- Monitoring best practices in the service sector
Call Center Planning Manager - MOOV-CI
(2012-06 - 2014-11)
- Recruiting and scheduling Call Center staff
- Managing agent payroll and related claims
- Analyzing key Call Center performance indicators and proposing areas for improvement
- Training Team Leaders
- Monitoring Call Center quality
Call Center Team Leader - MOOV-CI
(2007-02 - 2012-05)
- Supervising a team of customer service advisors
- Analyzing employee performance and proposing areas for improvement
- Handling customer complaints
- Conducting monthly meetings
