Cynthia LaForme

Provided continuous accurate and relevant responses to frontline agents responding to income tax enquiries. As a senior resource officer provided response to stakeholders on complex income tax topics (ie. International tax, status indians/indigenous tax issues, deceased, capital gains and trusts). Completed Quality Performance reviews on agents and provided both written and verbal feedback, utilizing guidelines as instructed by the agency. Provided training and onboarding instruction to new agents as part of the training team as well as as volunteer/outreach co-ordinator. Enhanced team performance with effective communication strategies, promoting collaboration and problem solving in a fast paced Contact Centre.

• Facilitated successful project completions by coordinating resources across multiple departments and teams.
• Spearheaded cross-functional collaborations to optimize resource utilization across various projects.
• Promoted a culture of continuous improvement encouraging employees to suggest innovative ideas for better resource management practices.
• Ensured compliance with industry regulations, maintaining up-to-date knowledge of relevant standards and guidelines.
• Answered calls using IVR phone system, complete knowledge of the phone and computer systems used.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively and building strong relationships.

Maintained schedule for Museum Education Co-ordinator, scheduled tour groups, reminders to scheduled groups, answer phone line for program, co-ordinated multiple guides and schedules. Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues, as well as, with potential, returning and current visitors, promoting the significance of the program and history of the Centre. Took part in all cultural learning opportunities available at one of Canada's oldest residential schools.