Claudia Farquharson

September 2019 to July 2024, Investigation Supervisor, Work Permit Department

• Developed comprehensive investigation plans to ensure a thorough examination of complex cases.
• Supervised and motivated field investigators and collaborated with personnel to identify strengths and areas of weakness.
• Assisted with developing and implementing new policies and procedures for the investigation unit to maintain compliance with regulations.
• Managed sensitive information of ongoing investigations while ensuring adherence to confidentiality requirements and data protection policies.
• Enhanced team collaboration for more efficient investigations, utilizing technology and communication tools.
• Delivered training presentations on various investigative techniques to internal teams as well as external partners such as law enforcement agencies or private sector organizations.
• Implemented quality assurance measures to maintain a high level of integrity within all aspects of the investigation process.
• Mentored junior investigators to improve their skills and knowledge through hands-on training and guidance.
• Led cross-functional teams during multi-agency investigations, fostering cooperation among diverse groups of professionals.
• Built strong partnerships with external agencies to facilitate information sharing and joint operations for mutually beneficial outcomes, such as the Immigration Office.
• Evaluated the performance of investigative team members, providing constructive feedback and coaching for continuous improvement.
• Reduced backlog of cases by prioritizing tasks, delegating responsibilities, and tracking progress.
• Conducted high-level research and analysis to identify criminal activity trends, patterns, and relationships.
• Documented findings and prepared detailed reports.
• Conducted impartial investigations into complaints by employees.

December 2015 to August 2019, Customer Service Supervisor, Work Permit Department

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Led quarterly customer service meetings to review performance and set goals for improvement.
• Investigated and resolved customer inquiries and complaints quickly.

June 2008 to November 2015, Supervisor - Canadian Farm Workers' Programme

• Liaised with the Jamaican High Commission of Canada about the processing and delivery of documents.
• Attend quarterly meetings at the High Commission about medical and flight schedules.
• Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
• Monitor typing pool and generate reports.
• Delivered prompt service to prioritize customers' needs.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
• Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
• Managed diverse team, promoting an inclusive work environment that leveraged individual strengths.
• Maintained high safety standards to ensure a secure workplace for all employees and visitors.

July 1995 to May 2008, Administrative Assistant, Work Permit Department

• Administered the Foreign Nationals and Commonwealth Citizens Act.

• Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Maintained inventory of office supplies and placed orders.
• Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
• Enhanced communication within the office, establishing a weekly newsletter summarizing key updates and achievements.
• Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
• Improved staff morale by organizing recognition programs, acknowledging outstanding contributions, and fostering a positive work culture.
• Enhanced office environment, organizing spaces for better workflow and employee comfort.