Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Dianne Thomas

Victoria,BC

Summary

Dynamic leader with extensive experience at the Province of BC, Ministry of Finance, excelling in team development and customer service. Proven track record in enhancing operational efficiency and fostering a collaborative culture. Skilled in problem resolution and strategic planning, successfully implementing initiatives that improved team productivity and customer satisfaction.

Overview

19
19
years of professional experience

Work History

Manager, Public Information

Province of BC, Ministry of Finance
06.2012 - 06.2025
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Supervisor, Tax Collection

Province of BC, Ministry of Finance
03.2011 - 06.2012
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
  • Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Supervisor, Client Services Section

Province of BC, Ministry of Finance
12.2006 - 03.2011
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
  • Maintained high safety standards to ensure secure workplace for all employees and visitors.
  • Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
  • Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Educated staff on organizational mission and goals to help employees achieve success.

Education

Revenue Certificate

Camosun College
Victoria

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Relationship building
  • Customer relationship management (CRM)
  • Business planning
  • Teamwork and collaboration
  • Effective communication
  • Problem resolution
  • Problem-solving
  • Team development
  • Hiring and training
  • Customer relationship management
  • Professional and courteous
  • Interpersonal relations
  • Work Planning and Prioritization

Accomplishments

Awarded 1 of 10 top places to work in the BC Public Service

Managed a team of 21 staff

Managed, supported and implemented safety procedures and protocols throughout COVID 19 pandemic

Collaborated with a technical team in the development of an online ticketing system that enabled clients to submit service requests electronically

Collaborated and supported my team in the development of an electronic subscription service



Languages

English
Full Professional

Timeline

Manager, Public Information

Province of BC, Ministry of Finance
06.2012 - 06.2025

Supervisor, Tax Collection

Province of BC, Ministry of Finance
03.2011 - 06.2012

Supervisor, Client Services Section

Province of BC, Ministry of Finance
12.2006 - 03.2011

Revenue Certificate

Camosun College

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Dianne Thomas