Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kathleen La Roche

Hamilton,ON

Summary

Results-driven professional with extensive experience in team leadership and customer service within high-volume environments. Strong track record of enhancing operational efficiency and driving team performance through strategic decision-making and training initiatives. Adept at fostering stakeholder relationships to ensure exceptional service delivery.

Overview

2026
2026
years of professional experience

Work History

SP04 Taxpayer Service Agent

CRA- Contact Centre
01.2016 - 03.2020
  • Provided expert assistance to taxpayers on various tax-related inquiries.
  • Participated in multiple committees to improve contact center operations.
  • Enhanced employee morale through initiatives on the recognition and wellness committee.
  • Contributed to staffing protocols development for rehires on the term protocol committee.
  • Facilitated training for new hires and coached underperforming agents for two years.
  • Achieved high customer satisfaction ratings through effective communication and problem-solving.
  • Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
  • Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
  • Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
  • Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
  • Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.

MG03 Team Leader

Canada Revenue Agency - Contact Centre
03.2020 - 09.2025
  • Led a team of agents handling public inquiries effectively.
  • Interacted daily with multiple stakeholders to ensure service excellence.
  • Made strategic decisions impacting contact centre standards.
  • Utilized logic and knowledge to uphold organizational expectations.
  • Monitored performance metrics to improve team efficiency.
  • Facilitated training sessions to enhance agent skills and productivity.
  • 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.
  • 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.
  • 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.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.

Manager

Subway
June 1999 - December 2015
  • Oversaw daily operations of restaurant, ensuring high-quality customer service.
  • Managed hiring, training, and termination of staff to maintain optimal team performance.
  • Conducted inventory management and product ordering to maximize efficiency.
  • Maintained exemplary scores from food handling advisors and head office.
  • Implemented staff training programs to enhance service delivery and food safety.
  • Developed and enforced operational policies to improve restaurant performance.

Education

Certificate - Natural Heath Fundamentals

Alive Academy
Drayton Valley, AB
09.2012

Medical Office Administration Diploma -

Mohawk College of Applied Arts And Technology
Hamilton
06.2008

Skills

  • Team leadership
  • Stakeholder engagement
  • Performance monitoring
  • Training facilitation
  • Customer service
  • Operational efficiency
  • Strategic decision-making
  • Process improvement
  • Inventory management
  • Problem solving

Timeline

MG03 Team Leader

Canada Revenue Agency - Contact Centre
03.2020 - 09.2025

SP04 Taxpayer Service Agent

CRA- Contact Centre
01.2016 - 03.2020

Manager

Subway
June 1999 - December 2015

Certificate - Natural Heath Fundamentals

Alive Academy

Medical Office Administration Diploma -

Mohawk College of Applied Arts And Technology

Similar Profiles

CREATE PROFILE
Kathleen La Roche