Jennifer Clarke
Team Leader
St. John's,NL
Summary
Organized and talented Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Team Leader
NL Contact Centre - CRA
St. John's, NL
01.2020 - Current
- Present expectations to team members and manage performance by providing constructive and respectful feedback to promote a culture of service and enable performance excellence.
- Manage complex cases referred by team members, conduct research on sensitive issues and provide advice to senior managers.
- Administer the Collective Agreement, resolve staff relations issues, monitor time and attendance and enforce compliance relating to absenteeism.
- Lead a specialized coaching team and report statistical data while identifying ways to improve existing coaching practices and increase efficiency.
- Mentor newly appointed Team Leaders, supporting them in their individual tasks as well as promoting further learning and development.
- Lead multiple initiatives aimed at improving efficiency, knowledge transfer or operational development.
- Provide reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- As a CCAAT SME, lead weekly calibrations within my management team and ensure CCAAT technical resources are up to date and accessible. Attend the national CCAAT calibration, as one of three NLCC representatives, and ensure relevant information is shared in a timely manner with colleagues.
Senior Taxpayer Services Agent
NL Contact Centre - CRA
St. John's, NL
01.2018 - 12.2019
- Provided subject matter expertise and advice to Agency employees regarding the handling of complex and non-complex enquiries and files.
- Provided explanations and resolved enquiries for taxpayers and their representatives, by telephone or writing, by researching and analyzing legislation, policies, directives and procedures in place at the CRA
- Provided training courses, coaching, as well as classroom and/or on-the-job training to newly hired and existing employees
Taxpayer Services Agent
NL Contact Centre - CRA
St. John's , NL
01.2015 - 12.2017
- Used a wide variety of communication styles to effectively and courteously converse with clients and resolve complex enquiries related to income tax filing, policy, legislation and social benefit programs.
- Educated taxpayers by providing information and promoting available electronic services.
- Obtained highest score in the standardized competencies tests for writing skills and analytical thinking.
Program Coordinator
School Milk Foundation Of NL
St. John's, NL
10.2007 - 03.2014
- Organized and managed program development from conception through successful execution. Designed, streamlined and implemented new and existing promotional campaigns.
- Assisted in the creation and reporting of yearly budget as well as Director reports for quarterly board meetings.
- Spokesperson for the School Milk Foundation at trade shows, conferences, and community events as well as produced content for website, newsletters and training guides.
- Led staffing process by interviewing, hiring and training new employees.
Education
Bachelor of Commerce (Co-operative) - Commerce
Memorial University of Newfoundland
St John’s, NL 09.2002 - 05.2007
Business Exchange Semester - Business Commerce
School of Economics
Prague, CZ 05.2001 -
Skills
Employee Evaluation
undefinedTimeline
Team Leader
NL Contact Centre - CRA
01.2020 - Current
Senior Taxpayer Services Agent
NL Contact Centre - CRA
01.2018 - 12.2019
Taxpayer Services Agent
NL Contact Centre - CRA
01.2015 - 12.2017
Program Coordinator
School Milk Foundation Of NL
10.2007 - 03.2014
Bachelor of Commerce (Co-operative) - Commerce
Memorial University of Newfoundland
09.2002 - 05.2007
Business Exchange Semester - Business Commerce
School of Economics
05.2001 -
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