Summary
Overview
Work History
Education
Skills
Websites
ADDITIONAL INFORMATION
LINKS
COURSES
Languages
Timeline
Generic

KAY LAROSE

TORONTO

Summary

Client Experience Specialist with over 6 years of dedicated service in delivering empathetic, solutions-focused support within healthcare, public service, and community-based environments. Expertise in conflict resolution and navigating sensitive issues ensures positive experiences for individuals from diverse backgrounds. Renowned for establishing trust among marginalized and queer communities while fostering efficient, people-centered processes. Committed to promoting inclusive communication, active listening, and cultivating welcoming spaces that genuinely reflect the needs of those served.

Overview

6
6
years of professional experience

Work History

TAXPAYER AGENT - CONTRACTOR

Canadian Revenue Agency
09.2022 - 05.2025
  • Actively listened to client concerns, clarifying complex policies in accessible ways to support informed decision-making
  • De-escalated sensitive or emotionally charged situations with professionalism and empathy, resulting in more positive client outcomes
  • Managed confidential information with discretion, adhering to strict privacy protocols in all client communications
  • Delivered exceptional service, resolving issues promptly
  • Facilitated efficient follow-ups with comprehensive records
  • Coordinated with team members to streamline follow-up processes, resulting in noticeable gains in service efficiency
  • Identified patterns in service barriers and communicated suggestions to leadership, contributing to process improvements
  • Resolved complex tax issues for clients, utilizing extensive knowledge of tax codes and regulations.
  • Maintained detailed records of client interactions, ensuring proper documentation of all transactions and correspondence.

RECEPTION MANAGER

Switch Health Clinic
01.2021 - 09.2022
  • Managed reception, streamlined check-ins, ensured compliance
  • Built rapport, fostered communication, maintained safety
  • Coordinated inventory, supported operations, enhanced efficiency
  • Cultivated positive environment, addressed client needs
  • Monitored compliance with healthcare regulations, ensuring adherence to safety standards and fostering patient trust
  • Facilitated communication between staff and patients, strengthening teamwork and optimizing the patient experience

SOCIAL SERVICES WORKER

Margaret’s Housing & Community Support Services
01.2020 - 12.2021
  • Conducted home visits, resolved crises, supported client stability
  • Delivered resources, enhanced client well-being, improved quality of life
  • Prepared kits, promoted safety, reduced health risks
  • Implemented interventions, improved housing stability, mental health outcomes
  • Monitored progress, adapted plans, improved client engagement
  • Facilitated client access to essential resources, significantly enhancing their well-being and fostering a sense of community belonging
  • Partnered with local organizations to provide holistic support, strengthening community ties and improving client outcomes
  • Developed new intervention strategies, reducing crisis situations and promoting proactive solutions that enhanced client stability

KITCHEN MANAGER

Goods Pantry
01.2019 - 12.2021
  • Led kitchen operations, enhancing menu and inventory management
  • Trained staff, fostering teamwork and achieving culinary excellence
  • Implemented efficient workflows, improving operational success
  • Fostered a positive team culture through open communication and feedback, leading to higher staff retention
  • Cultivated a supportive environment by encouraging open dialogue, which led to increased team morale and productivity
  • Lead resolution of patient feedback
  • Analyze trends for quality improvement
  • Facilitate complex complaint reviews
  • Enhance feedback database integrity

Education

SOCIAL SERVICE WORKER DIPLOMA -

Humber College Institute of Technology and Advanced Learning
01.2021

Skills

  • Complaint Resolution
  • Data Analysis
  • Empathy
  • Problem Solving
  • Leadership Skills
  • Database Management
  • Active listening
  • Conflict Mediation
  • Communication Skills
  • Critical Thinking
  • Cultural Sensitivity
  • Interpersonal Skills
  • Active Listening
  • Crisis Management
  • Customer Engagement
  • Team Building
  • Service Improvement
  • Client communication

ADDITIONAL INFORMATION

  • STRENGTHS
  • Conflict Resolution: Skilled in mediating and resolving conflicts, fostering a harmonious and cooperative environment, and ensuring positive outcomes for all parties involved.
  • Crisis Management: Proven ability to stay composed and make effective decisions in high-pressure situations, ensuring accurate and timely responses in critical moments.

LINKS

LinkedIn: www.linkedin.com.

COURSES

  • HUMAN ANATOMY AND MEDICAL TERMINOLOGY FUNDAMENTALS SPECIALIZATION May 2025
  • Coursera

Languages

English
Native or Bilingual

Timeline

TAXPAYER AGENT - CONTRACTOR

Canadian Revenue Agency
09.2022 - 05.2025

RECEPTION MANAGER

Switch Health Clinic
01.2021 - 09.2022

SOCIAL SERVICES WORKER

Margaret’s Housing & Community Support Services
01.2020 - 12.2021

KITCHEN MANAGER

Goods Pantry
01.2019 - 12.2021

SOCIAL SERVICE WORKER DIPLOMA -

Humber College Institute of Technology and Advanced Learning

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KAY LAROSE