Chrystal Taylor
Amherstburg,Canada
Summary
Experienced leader with a strong background in guiding teams and a hands-on approach in the field of accounts receivable. Known for problem-solving skills, proactive attitude towards new tasks, and eagerness to learn. Ensures high standards are met, aligns efforts with organizational goals, and embraces collaborative approaches to achieve excellence. Adaptable and ready to tackle new challenges, dedicated to advancing organizational objectives with enthusiasm and commitment.
Overview
23
23
years of professional experience
Work History
Team Leader – Accounts Receivable National Intake (ARNI)
Canada Revenue Agency
04.2022 - 12.2024
- Leads directed, facilitated and monitored activities of a team to achieve program goals through performance management and quality assurance techniques
- Prepared fiscal forecasts, projections and work disposal plans
- Identified and assisted in the resolution of sensitive taxpayer issues
- Prepared responses to Ministerial Complaints, Ombudsman Complaints and Service Complaints; National Earling Warning Services (NEWS) reports, Briefing Notes for senior internal stakeholders
- Communicated and promoted CRA mandate, vision, and corporate values
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Team Leader – Program Services
Canada Revenue Agency
04.2014 - 03.2022
- Prepared responses to Ministerial Complaints, Ombudsman Complaints and Service Complaints; National Earling Warning Services (NEWS) reports, Briefing Notes for internal stakeholders
- Prepared, analyzed and reported on divisional budgets, prepared monthly and ad-hoc reporting on projections and expenditures; budget forecasting, financial planning, completing costing templates, reconciliation exercises using SAP software
- Prepared ad-hoc statistical reporting for the senior and peer management team
- Communicated and promoted CRA mandate, vision, and corporate values
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Developed and executed training programs that significantly improved team skills and morale.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Team Leader - Taxpayer Service, Debt Management (TSDM)
Canada Revenue Agency
04.2009 - 04.2014
- Lead, directed, facilitated and monitored activities of a team in TSDM to achieve program goals through performance management and quality assurance techniques
- Prepared fiscal forecasts, projections and work disposal plans
- Identified and assisted in the resolution of sensitive taxpayer issues
- Prepared responses to Ministerial Complaints, Ombudsman Complaints and Service Complaints; NEWS reports, Briefing Notes for senior internal stakeholders
- Prepared budgets, monthly and ad-hoc reports on projections and expenditures
- Prepared ad-hoc statistical reporting for the senior management team
- Communicated and promoted CRA mandate, vision, and corporate values
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Debt Management Specialist with Aggressive International Tax Planning/Resource Officer/Complex Case Officer
Canada Revenue Agency
01.2002 - 05.2007
- Resolution of specialized collection accounts, reporting to the Toronto WEST Tax Services Office, Centre of Expertise
- Identified and assisted in the resolution of highly specialized sensitive issues
- Prepared responses to Ministerial Complaints, Ombudsman Complaints and Service Complaints; NEWS reports, Briefing Notes for various senior internal stakeholders, including the Minister of National Revenue and the Department of Justice; and Question Period Responses for the Prime Minister’s Office
- Conducted extensive, comprehensive and in-depth financial & risk analysis reviews
- Identified training needs and provided coaching, on-the-job training and formal training sessions for colleagues
- Provided assistance and technical support to colleagues, management, liaised with representatives from other areas within CRA as well as external stakeholders
- Reviewed draft legal documents and made recommendations to management.
- Conducted thorough credit analysis to identify potential risks and determine appropriate course of action for each client.
- Contributed to the development of new policies and procedures within the organization, promoting a culture of continuous improvement in the debt management field.
- Managed a diverse portfolio of clients, consistently meeting or exceeding performance targets related to debt recovery.
- Educated clients on budgeting principles and provided guidance on making sound financial decisions to prevent future debt accumulation.
- Boosted overall efficiency by developing standardized templates for common correspondence, reducing time spent on routine tasks.
- Enhanced team productivity by providing training on new debt management tools and techniques.
- Supported colleagues in resolving complex cases, leveraging expertise in debt management best practices and negotiation tactics.
- Developed strong working relationships with creditor representatives, facilitating efficient information exchange and streamlined negotiations.
- Scheduled meetings with various agencies and personnel by coordinating participants and materials, preparing agenda and strategy for projects and monitoring completion of goals and objectives.
- Continually monitored client accounts for changes in financial status, adjusting debt management plans as needed to ensure ongoing success.
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Interviewed clients by telephone or in-person to gather financial information.
Education
Accounting Studies Certificate -
St. Clair College of Applied Arts
06.2005
Student of Communication Studies
University of Windsor
06.1988
S.S.S.H.G.D – Honours Diploma - undefined
Riverside Secondary School
06.1986
Skills
- Excellent team management
- Excellent conflict management/conflict resolution
- Excellent verbal and written communication
- Excellent organizational skills
- Proficient in Microsoft Excel/Word/PowerPoint/Outlook/SAP
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Work Planning and Prioritization
- Documentation and reporting
- Complex Problem-solving
- Analytical thinking
- Complaint resolution
- Interpersonal communication
Languages
English
Native or Bilingual
Timeline
Team Leader – Accounts Receivable National Intake (ARNI)
Canada Revenue Agency
04.2022 - 12.2024
Team Leader – Program Services
Canada Revenue Agency
04.2014 - 03.2022
Team Leader - Taxpayer Service, Debt Management (TSDM)
Canada Revenue Agency
04.2009 - 04.2014
Debt Management Specialist with Aggressive International Tax Planning/Resource Officer/Complex Case Officer
Canada Revenue Agency
01.2002 - 05.2007
Student of Communication Studies
University of Windsor
S.S.S.H.G.D – Honours Diploma - undefined
Riverside Secondary School
Accounting Studies Certificate -
St. Clair College of Applied Arts
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