Christine Jessen
Embrun,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Senior Program/Project Officer
Canada Revenue Agency
09.2015 - 05.2022
- Developed and implemented an effective Quality Assurance Model for CRA Debt Management Call Centers in Ottawa, Shawinigan, and Surrey, managing both inbound and outbound calls
- Conducted meticulous monitoring and listening exercises to ensure that Canadians received prompt, professional, and customer-centric service
- Identified any anomalies or areas for improvement and provided actionable feedback to call center staff and management
- Analyzed monitoring data to identify trends and areas for improvement
- Compiled multiple reports containing recommendations to improve program delivery and address any concerns for senior management.
- Delivered extensive training, mentorship, and coaching to call center staff and management regarding monitoring techniques
- Addressed unexpected challenges by proactively recognizing potential problems and swiftly creating appropriate contingency plans.
- Provided unwavering guidance and support to teams and colleagues throughout my career, while ensuring all milestones and deliverables were met.
Senior Program Officer - Non-Filer Division
Canada Revenue Agency
09.2011 - 09.2015
- Developed strategic policies, processes, and business rules for workloads across Canada focusing on the Non-Filer Programs Integrity Snapshot Model
- Assessed program risks proactively, developing mitigation strategies to address potential issues before they escalate
- Managed special project budgets and resources responsibly, ensuring optimal allocation for maximum impact
- Developed a Divisional Succession Plan, including preparing Terms of Reference, conducting research, completing an environmental scan, establishing benchmarks, examining the state of readiness, and proposing specific actions for management's undertaking to ensure effective staff replacement
- Facilitated stakeholder engagement through meetings, presentations, and reports, promoting transparency and trust among partners.
Education
Algonquin College
Ottawa, ONVeterinary Assistant Certificate -
Algonquin College
Ottawa, OntarioHigh School Diploma -
Immaculata High School
Ottawa, ONSkills
Adaptability/Ability to Work Under Pressure
Customer Service (private and public)
Data Collection and Analysis
Documentation and Reporting
Excel, MS Teams, MS Word, Outlook
Effective Communication (Verbal/Writing)
Initiative
Medical and Veterinary Terminology
Multitasking and Organizational Abilities
Presentation Skills
Problem Resolution - Client Service
Quality Control
Staff Management
Smart Serve
Enhanced Security Clearance
References
- John Wong, Canada Revenue Agency, 613-402-2514, johnt.wong27@gmail.com
- Simon Kaazan, Canada Revenue Agency, 613-2662483, Simon.Kaazan@cra.arc.gc.ca
Languages
English
Full Professional
French
Limited Working
Timeline
Senior Program/Project Officer
Canada Revenue Agency
09.2015 - 05.2022
Senior Program Officer - Non-Filer Division
Canada Revenue Agency
09.2011 - 09.2015
Algonquin College
Veterinary Assistant Certificate -
Algonquin College
High School Diploma -
Immaculata High School
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