Katrina Baldeo Email & Phone Number

Ottawa, Ontario, Canada

• Ensured training courses for board members and employees met federal standards, including compliance with quality requirements.
• Worked with the Governance and Quality Assurance team to establish metrics for evaluating training programs, ensuring compliance with specific federal laws and standards, such as the Official Languages Act, Employment.
• Developed a transition plan, change management plan, and communication plan, conducting research to determine effective transition approaches and strategies, specifically related to organizational change.
• Outlined risks and developed mitigation strategies associated with the transition, ensuring minimal disruptions to operations.
• Assisted in the development of a quality assurance framework for learning programs, contributing to continuous improvement initiatives.
• Compiled a glossary of terms for quality assurance, enhancing consistency and understanding across teams.

Ottawa, Ontario, Canada

• Assisted in the administration of training programs and professional development initiatives within the Human Resources Branch, ensuring alignment with federal HR policies and procedures.
• Drafted and edited internal communications and learning materials for agency-wide distribution, leveraging strong written communication skills to deliver clear and targeted messaging.
• Conducted research to support the development of corporate mandatory training materials, ensuring compliance with federal government standards and HR best practices.
• Engaged with stakeholders across various departments to support and initiate HR and training-related projects.
• Managed document and content storage in GDrive, GCDocs, and SharePoint to support effective records management and corporate memory retention.
• Created and maintained Excel databases for training programs in both English and French, contributing to the bilingual environment within the HR team.

Orleans, Ontario, Canada

• Provided frontline customer service, executing 40+ transactions per shift, including withdrawals, deposits, bank drafts, and wire payments, ensuring adherence to regulatory compliance and risk management policies.
• Contributed to the achievement of branch financial goals by cross-selling banking products and services and booking client appointments with financial advisors.
• Maintained accurate client records, assessed portfolios for alerts, and ensured client information was handled with confidentiality in accordance with privacy regulations.
• Delivered bilingual services to clients, fostering an inclusive environment and effectively managing complex inquiries over a multi-line phone system.
• Supported administrative functions, including appointment scheduling, cash handling, and foreign currency management, while ensuring compliance with financial procedures and standards.

Ottawa, Ontario, Canada

• Provided high-quality customer service in both English and French, managing client communications through phone, email, and in-person interactions.
• Handled cash, debit, and credit transactions, including managing tips for stylists and estheticians, ensuring accuracy in financial procedures.
• Scheduled appointments and managed client bookings across three phone lines, optimizing the efficiency of spa operations and ensuring high client satisfaction.
• Increased product sales through targeted recommendations and successfully rebooked clients to maintain customer engagement and loyalty.
• Provided administrative support, including generating incident reports and maintaining accurate records using Microsoft Office Suite, supporting effective business operations.