Nancy Leblanc

With extensive experience in high-volume operations and client-focused environments, offering proven mastery in managing time-sensitive workflows while maintaining absolute accuracy, professionalism, and efficiency.

Background in luxury hospitality and pharmaceutical sectors has strengthened ability to thrive in fast-paced, high-end environments. Excel at combining strong multitasking skills with sound judgment and exceptional attention to detail—essential values when navigating complex logistics and stakeholder management. Highly adaptive to evolving priorities, remaining calm and solution-oriented when handling urgent requests, scheduling changes, and operational challenges.

Case Manager - Celltrion Connect

(2025-01)

• Ensured rigorous, personalized follow-up throughout therapeutic journeys, enhancing patient care quality
• KPI implementation to monitor and optimize service delivery effectiveness
• Administer public and private coverage options to facilitate patient access to treatments and n
• Coordinated support services through collaboration with healthcare professionals, insurers, and internal partners to streamline care processes

Clinical & Training Specialist - GPM Group Benefits

(2024-01 - 2025-12)

• Build strong relationships with customer stakeholders to ensure engagement and satisfaction
• Cross-Functional Coordination: Acted as a bridge between technical teams and end-users to translate complex product features into digestible, value-driven educational resources.
• Cultivated a high-performance culture through direct mentorship and "shadowing" programs, significantly reducing time-to-proficiency for new hires.

Case Manager - Medavie Blue Cross

(2022-01 - 2024-12)

• Analyzed disability claims and assessed individual risk to determine eligibility under contractual clauses
• Validated compliance of medical, legal, and administrative documents ensuring accuracy and adherence to policies
• Developed and implemented return-to-work plans facilitating optimal transition and rehabilitation

VIP Group Reservation Agent - Ritz-Carlton Montreal

(2017-01 - 2018-12)

• Planned and executed strategic movement logistics to ensure client safety and satisfaction with strict confidentiality
• Delivered personalized VIP service including exclusive welcomes, room attentions, and curated experiences tailored to individual preferences
• Collaborated closely with prestigious agencies like Virtuoso and Marriott STARS to realize bespoke client visions and elevate service standards

Service Express / Training Specialist - Le Westin Montréal Hotel

(2010-01 - 2020-12)

• Trained and integrated 40 agents across Express Service, Reception, and Night Auditor roles, enhancing operational readiness
• Exercised leadership by recognizing team achievements to boost morale and performance
• Managed customer complaints efficiently, securing customer loyalty through resolution and service excellence
• Completed accredited FTQ training in HR Management, Labor Law, and Health-Safety, applying knowledge to optimize team management
• Streamlined operations to minimize financial losses, improving overall service efficiency

Teacher, FSL - Private Elementary School Badr-Eddine - Morocco

(2009-01 - 2010-12)

• Designed dynamic educational content to enhance communication skills development
• Adapted teaching methods to optimize individual learner progress and success
• Created a secure, trusting environment to foster student engagement
• Developed logical thinking by simplifying and structuring complex linguistic concepts
• Assessed knowledge regularly to maintain and reinforce acquired skills

Certificate - Written French - Université du Québec à Montréal (UQAM) (2007-12)

Bachelor - Translation - Université Concordia (2011-12)

AEC - Residential Real Estate Broker - Cégep Saint-Jérôme (2022-12)