Black & McDonald Limited

Bilingual Technical Trainer

LifeWorks Wellbeing (acquise par TELUS Santé | acquired by TELUS Health)

•	Support and coordinate the onboarding training of new employees joining the CAC (call center) that handle Employee Assistance Program client’s requests (English and French)
•	Evaluate new hire's performance including assessment, benchmarking, and testing
•	Create and maintain training curriculum and other materials available to learners (new hires and existing staff)
•	Support management as a subject expert matter in process-related updates that affect the current curriculum in place
•	Provide recommendations to stakeholders that strengthen employee's performance and engagement
•	Create engaging content delivered to different audiences (Such as Online courses, facilitators lead tools and other trainer tools); following best practices in the Learning and Performance industry

Bilingual Learning Specialist

Morneau Shepell

•	Provide direction to staff (across Canada and the US) regarding policies and procedures related to the EAP
•	Facilitate the execution of Global Services (part of EAP) to clients located in different countries
•	Communicate with multiple departments of the organization in addition to Supervisors, Managers and Regional Clinical Managers 
•	Support case management systems required updates such as organizational alerts, client file’s corrections- updates and other systems related modifications
•	Coordinate and complete service/clinical outreaches in English, French and Spanish
•	Audit and follow up on cases created for our customers and ensure that appropriate steps are taken when required

Helpdesk Associate

•	Support and provide feedback on initiatives taken by the CAC Management team
•	Participate in work meetings with CAC Management and support other teams or individuals inquiries
•	Monitor and evaluate the quality of the agent’s calls, complete benchmarks and provide feedback about their performance.
•	Answer agents inquiries on the floor, provide coaching and ensure that procedures in place are followed
•	Monitor, follow up and assist with client’s complaint in collaboration with other teams 
•	Support the recruitment, onboarding and transition to the floor of new agents
•	Collaborate on initiatives to increase the agent’s engagement and build healthy workplace relationships

Special Project - Integration agent  
•	Joined a new acquisition front-line team to learn in detail their products, services and the procedures in place to support their clients using their in-house case management system
•	Support as a subject expert matter during the integration of the acquisition, participate in the implementation of new procedures and collaborate with the integration of their contracts and services into our company case manager
•	Encourage a healthy workplace environment and the training of the new agents joining the CAC Team (As their team lead)

TEAM LEAD - CHEF D'ÉQUIPE

•	Take care of supporting clients within their initial contact with the Employee Assistance Program via telephone, chat or email.
•	Assess client's needs and provide recommendations with empathy and professionalism
•	Complete the intake and book services (on the company case manager system) following confidentiality standards of the field (EAP best practices and rules) and the company procedures in place
•	Represent and explain the client's needs internally when required to fulfill a client's particular request

Client Care Representative - Bilingual (CCR)

Sears Canada

•	Audit, support and coach pick locations, stores agents and managers about processes and systems related inquiries
•	Communicate and escalate to Account Managers complaints, challenges and system outages impacting retail stores
•	Centre of excellence: Support with the process update and continuous learning of the COACH Support team

RETAIL SUPPORT - COACH Support Team Associate / Associé , Équipe de Soutien COACH (Bilingual agent)

Grafiweb

- Design, administrate and maintain the company website, social media and promotional documents related to the organization
- Collaborate with the creation of the strategy and communication plan of the organization

Graphiste

Plusieurs

- Briefing
- Conception de pièces graphiques 
- Création de logotypes et image de marque
- Conseils en illustration et retouche des photos

Graphiste (Pigiste)

Café Dépôt

- Servir les clients et préparer leurs commandes
- Gérer la caisse et entretenir le milieu de travail

Commis au comptoir

YMCA du Québec

Création de pièces graphiques pour les activités du YMCA Guy Favreau

Infographiste (Bénévole)

Église Saint-jean Baptiste

- Accueil des personnes qui visitent l'église
- Visites guidées de l'église en français, anglais et espagnol.
- Conception des dépliants imprimés et web pour informer des visites guidées 
- Création du site web de la Bande FM
- Organisation de l'impression des documents
- Recherche des commanditaires
- Communication avec des organismes intéressés pour les visites guidées

SITE WEB: www.bandefm.org

Graphiste / Guide Touristique

Student Residence

•	Ensure that residence’s rules in place are respected (including tasks assigned to each of the residents)
•	Ensure the social integration of residents and encourage a healthy living environment 
•	Administrate monthly residence budget; coordinate residence services
•	Investigate and implement solutions for complaints and concerns that impact the wellbeing of residents
•	Participate in monthly debrief sessions with directors of the project

Student Residence Coordinator 

I have developed expertise in several areas of training, team leadership, coaching, customer service, process operations and communication.

•	Workplace Skills: Creativity, attention to detail, organization skills, fast learner, autonomy, time management, capable to work under pressure, leading (projects and teams), empathy, problem-solving, content development, facilitating and coaching
•	Technical skills: Learning Management System (LMS),  Articulate 360 (Rise and Review), Zoom, Microsoft Teams,  SharePoint,  Office 360 (Word, Excel, PowerPoint, OneNote, Outlooks, etc), Adobe Illustrator and JOOMLA (junior admin)
•	Languages: English, French,  Spanish and Portuguese ( for the last one the level of language proficiency : novice)

Taplio

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.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Gustavo Castillo (il / he / him)'s Linkedin Analytics

Gustavo Castillo (il / he / him)

Want to drive more opportunities from LinkedIn?

Gustavo Castillo (il / he / him)'s Linkedin Analytics