Open to opportunities

Arsie Mb

@arsiemb

Message

I resolve complex public service issues through bilingual client support.

Canada

Message

I've supported public-facing government services at the City of Ottawa since 2018, responding to inquiries on municipal programs, permits, policies, and fee structures across multiple service channels.

During a cover assignment with Service Ottawa, I managed escalated 311 requests, liaising between residents and City departments to monitor progress and resolve complex issues promptly.

My background also includes bilingual public information services at Service Canada and leading service and training at Forever 21. I bring English and French fluency, strong case-management capability, and a focus on accurate, accountable service.

Experience

Work history, roles, and key accomplishments

Current

311 Client Service Agent

Current

City of Ottawa

Oct 2018 - Present (7 years 11 months)

Provide frontline client service by responding to inquiries related to municipal programs, services, permits, policies, and fee structures. Support residents, elected officials, internal departments, and external partners through multiple service channels.

Customer Service Case Management Bilingual Communication CRM Municipal Services

Case Manager (Cover Assignment)

Service Ottawa, City of Ottawa

Jan 2022 - Dec 2023 (1 year 11 months)

Served as a case management resource supporting the resolution of escalated service requests originating from the 311 Call Centre. Acted as a liaison between residents and City departments to facilitate communication and ensure timely resolution of complex issues.

Case Management Issue Resolution Stakeholder Coordination Communication Skills

Information Officer

Service Canada

Jan 2017 - Sep 2017 (8 months)

Provided accurate, professional, and bilingual information to the public regarding government programs and services in a high-volume environment. Ensured compliance with policies and maintained confidentiality while addressing individual client needs.

Bilingual Communication Government Programs Customer Service Confidentiality

Manager of Service and Training

Forever 21

May 2015 - Feb 2017 (1 year 9 months)

Led service delivery and training initiatives within a fast-paced environment. Supported employee development, operational efficiency, and service quality while ensuring adherence to organizational policies and procedures.

Training Service Delivery Employee Development Operational Efficiency