Sue Bertrand
Service Delivery Agent ♦11742 Mahoney Rd, Timmins, ON P4N 7C3 ♦ (705) 264-2103 ♦sbertrand@ntl.sympatico.ca
PROFILE
Bilingual energetic, hard working, extremely well organized individual who has excellent
interpersonal and time/stress management skills, and who works well independently as well
as in a team environment.
PROFESSIONAL HIGHLIGHTS
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As Executive Assistant, I planned events and coordinated travel arrangements for the
Executive Board,
Was Executive Assistant to the Chief Electoral Officer during Provincial Elections 1999,
Put together election plan, oversaw ballet box distribution and final ballet count,
Oversaw verification of 1996 provincial election,
Sat on various boards locally as well as regionally for over 7 years,
Founding member of the Women of the Métis Nation of Ontario,
Was elected Regional Councilor of the Women of the Métis Nation of Ontario,
Held position as Regional Councilor for 5years,
As elected Regional Councilor for the Women of the Métis Nation of Ontario, I
attended many functions where I greeted politicians and members, received their
requests and questions, and assisted them with answers and referrals,
Was a founding member of the Ottawa Regional Métis Council,
Was Women’s Representative for the Ottawa Regional Métis Council for 2 years,
Was Treasure for the Ottawa Regional Métis Council for 2 years,
Was Orleans Community Representative for 2 years
Was a volunteer with the Métis Nation of Ontario, 1year
VOLUNTEER WORK
2007-08
2000-07
2003-04
2000-02
1998-00
1996-01
1995-97
1994-97
1994-95
1994-95
1994-95
Timmins Symphony Orchestra Choir Member
Nativity Parish Church, Cantor & Choir Member
Income Security Program, Continuous Improvement Committee
St. Paul's Public School, Parent Volunteer
Ottawa Regional Métis Council, Women's Representative
Women of the Métis Nation of Ontario, Regional Councilor
Ottawa Regional Métis Council, Treasurer
Métis Nation of Ontario, Orleans Community Representative
Métis Nation of Ontario, Receptionist/Clerk
Co-op Cote Est, Social Committee President
Co-op Cote Est, Recruitment Committee
Sue Bertrand
Service Delivery Agent ♦11742 Mahoney Rd, Timmins, ON P4N 7C3 ♦ (705) 264-2103 ♦sbertrand@ntl.sympatico.ca
EMPLOYMENT HISTORY
Service Delivery Agent 1
Income Securities Programs Branch, Timmins
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April 2002–to present
Currently work in the Electronic Data Processing unit
Delivered services to clients, obtained and provided information requiring explanation
and clarification for the GIS, CPP and CPP-D
Interpreted, applied legislation and policies and conducted fact-finding for the purpose
of achieving resolution for the GIS, CPP and CPP D
Adjudicated and maintained CPP and GIS accounts
Performed support functions in the delivery of OAS and CPP Disability pensions
programs and services
Corresponded with clients in both official languages
Sole person in charge of all outgoing mail for office for over four months
Worked with team, processing incoming mail, e-mails, faxes, handled and returned
original documents, added incoming mail to CSMS system
Customer Service Representative
TeleTech, Timmins/
OnCall, Timmins
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Feb 2002 -April 2002
Dec 2001-Jan 2002
Assisted customers with questions in an inbound call center environment,
troubleshooting and resetting equipment with problems
Answered billing questions, credited accounts, gave referrals to appropriate
departments and transferred calls when necessary
Promoted products in an outbound telemarketing call centre environment
Assisted clients with problems, answered questions and gave appropriate referrals
Receptionist
Beaton Enterprise, Timmins
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July 2000 -Sept 2001
Received and accurately recorded all payments on accounts
Answered phones, kept phone log and redirected calls to service technicians
Responsible for shipping and receiving of parts and materials
Accurately maintained efficient office filing system
Administrative Support / Receptionist
Métis National Council, Ottawa
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Answered switchboard and appropriately directed calls nationally
Assisted Office Manager in all office functions
Front desk customer service representative
2000
Sue Bertrand
Service Delivery Agent ♦11742 Mahoney Rd, Timmins, ON P4N 7C3 ♦ (705) 264-2103 ♦sbertrand@ntl.sympatico.ca
Executive Assistant
Métis Nation of Ontario, Ottawa
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1998-1999
Executive Assistant to the Chief Electoral Officer during Provincial Elections
Planned and coordinated office move in an office management role (found the
location, drew up floor plan, chose layout, color scheme, and decor, acted as liaison
with construction crews, property manager, furniture movers and installers, interior
designers, telephone installers, computer technicians, etc.)
Inputted information and maintained accurate data base of 4500 members
Interviewed, trained, supervised and monitored progress of new staff
Administrative Assistant
Yukon Government Department of Highways and Engineering, Yukon
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1997-1998
Answered switchboard and operated mobile radio (50 employees)
Typed carbon contracts on electronic typewriter
Calculated bi-weekly time sheets for 50 employees
Logged gas/mileage on company vehicles and charged time to proper jobs
Maintained library system to government standards
Office Administrator / Reception
1997
Co-Operators, Yukon
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Greeted customers, received payments and balanced daily intake
Provided reception services communicated with clients and staff
Maintained current and accurate database on clients
Responsible for filing and accurately maintaining entire office filing system
Executive Assistant
Métis Nation of Ontario, Ottawa
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Prioritized and screened calls to the President and oversaw office operations
Coordinated projects, met deadlines and maintained efficient office work flow
Performed and analyzed results from telephone surveys
Verification Officer –Métis Nation or Ontario, Ottawa
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1996-1997
1995-1996
Oversaw verification of 1996 provincial election
Verified genealogical documentation for clients to approve for citizenship
Administrative Assistant –Métis Nation or Ontario, Ottawa
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1994-1995
Processed new applicants, trained and supervised incoming staff
Oversaw efficient day to day work flow by keeping adequate supplies available
Tree Tender –Ministry of Natural Resources, Timmins
Underground Surveyor –Pamour Porcupine Mines Ltd, Timmins
Draftsperson /Surveyor, B.H. Martin Consulting Engineer Ltd, Timmins
1987-1988
1984-1985
1980-1981
Manager –Empire Flag Inn, Timmins
1978-1980
Sue Bertrand
Service Delivery Agent ♦11742 Mahoney Rd, Timmins, ON P4N 7C3 ♦ (705) 264-2103 ♦sbertrand@ntl.sympatico.ca
EDUCATION
Northern College; 2000- 2001
Service Representative, Honors Diploma; Timmins ON
Business Coach;
2001
H.E.R.O.’s Intensive Business Program, Diploma; Sault Ste. Marie ON
Northern College; 1990-1991
Flight Training Program, Certificate; Timmins ON
Northern College; 1976-1978
Survey Technology, Diploma; Timmins on
Northern College; 1983-1984
Women in Trades and Technology, Diploma; Timmins ON
PROFESSIONAL DEVELOPMENT
2008
2006
2005
2004
2003
2003
2002
2002
2002
2002
2000/01
2001
1998
1998
1998
1995/96
1991/92
1990/91
1986
1983/84
OAS Old Age Security Benefit, Diploma; Service Canada, Timmins
-Data Capture System, Diploma; Service Canada, Timmins
-CPP Retirement Benefit, Diploma; Service Canada, Timmins
-ISPDS & MS Outlook, Diploma; Service Canada, Timmins
-Giving and Receiving Feedback, Diploma; Service Canada, Timmins
-It’s Your Call, Diploma; Service Canada, Timmins
-Government Language Skills Test, bilingual rating, S.C., Timmins
-Clerical Skills Test Examination 700A, passed, Service Canada, Timmins
-Dispatch Aptitude Test, passed, Timmins Police Department, Timmins
-Customer Service Agent, Core Training Program, Diploma; Timmins
-Service Representative, Honors Diploma; Northern College
-H.E.R.O.’s Intensive Business Program, Diploma; Sault Ste. Marie
-Windows 98 Computer Program, Certificate; Yukon Government, Yukon
-MS Office Computer Program, Certificate; Yukon Government, Yukon
-Effective Management Training Workshop, Métis Nation, Toronto
-Windows 95, MS Office 3.1 to 6.0, Certificates; Delta Network 2000, Ottawa
-English Writing Course, Credited; Laurentian University
-Flight Training Program, Certificate; NCAAT, Timmins
-Fur Harvest Management Conservation, Certificate; NCAAT, Timmins
-Women in Trades and Technology, Diploma; NCAAT, Timmins
HOBBIES/INTERESTS
Singing, painting, ceramics, reading, dancing, fishing, trapping and hunting