Ken Johnson
Riverview,NB
Summary
Dynamic workforce optimization expert with a proven track record at Canada Revenue Agency. Skilled in data analysis and strategic workforce planning, I developed Excel dashboards and automated reporting solutions, enhancing efficiency and decision-making. Adept at cross-functional collaboration, I ensure compliance while maximizing productivity across diverse teams.
Overview
11
11
years of professional experience
Work History
Senior Traffic Coordinator
Canada Revenue Agency
Moncton, NB
06.2023 - 05.2025
- Managed absenteeism & vacation scheduling to optimize workforce efficiency
- Created Excel dashboards for real-time tracking and reporting
- Developed process automation solutions to streamline reporting tasks
- Provided data-driven insights for strategic workforce planning decisions.
Taxpayer Services Agent
Canada Revenue Agency
Moncton, New Brunswick
10.2022 - 05.2023
- Responding to Tax Inquiries: Answering phone calls from taxpayers with tax-related questions.
- Gathering Information: Collecting necessary details to understand the nature of the inquiry.
- Providing Customer Service: Offering assistance and information to taxpayers.
Senior Workforce Analyst
Nordia
Moncton, New Brunswick
01.2014 - 09.2022
- Monitored real-time call flow and adjusted staffing as needed
- Generated call volume forecasts using historical trends and analytics
- Coordinated training schedules for team skill development
- Published and created schedules to maximize productivity and availability on a national level for multiple lines of businesses
- Ensures that all employee schedules are compliant with the applicable collective agreement of the sites and applicable provincial laws
Education
High School Diploma -
Cité Des Jeunes AM Sormany
Edmundston, NB06-2002
Skills
- Workforce scheduling
- Call flow monitoring, Real-Time Workforce Optimization
- Data analysis
- Cross-Functional Collaboration
- Excel dashboards, Power query & Macros
- Strategic Workforce Planning
Accomplishments
- From CRA I was nominated as service ambassador for last December as well as getting an overachieving on my year end assessment.
Languages
English
Native/ Bilingual
French
Native/ Bilingual
References
References available upon request.
Timeline
Senior Traffic Coordinator
Canada Revenue Agency
06.2023 - 05.2025
Taxpayer Services Agent
Canada Revenue Agency
10.2022 - 05.2023
Senior Workforce Analyst
Nordia
01.2014 - 09.2022
High School Diploma -
Cité Des Jeunes AM Sormany
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