Klaudia Quinteros
Repentigny,QC
Summary
Proactive and hardworking professional bringing 5 years of experience with creating and editing training material, and 14 years at CRA. Nominated for the 2019 and 2022 CRA Award of Excellence.
Overview
14
14
years of professional experience
Work History
Program Officer
Canada Revenue Agency
05.2021 - Current
- Wrote procedures to facilitate work for whole team.
- Researched, analyzed and edited training content for CVITP and ITAVP websites.
- Suggested and implemented part of new website structure for CVITP and ITAVP training pages.
- Reviewed and suggested corrections to UFile software company to make it respect Income Tax Act.
- Collaborated with senior leadership team to restructure training material for CVITP, making it easier to use by volunteers.
- Created instructional document with speaking notes for regional coordinators to facilitate their live webinars.
- Managed hiring process of student, and updated student hiring procedures.
- Gave training to group of Indigenous people on how to prepare income taxes in their communities.
Outreach and Training Officer
Canada Revenue Agency
08.2019 - 04.2021
- Worked in direct collaboration with Revenu Québec to achieve following result: Creation and update of learning material for volunteers of Income Tax Assistance Volunteer Program (ITAVP).
- Established new remote tax learning program for volunteers for Indigenous community.
- Gave live and virtual presentations in outreach program to vulnerable groups.
- Recruited new partners for ITAVP.
Team Leader Manager
Canada Revenue Agency
03.2019 - 08.2019
- Supervised team of 12-13 employees and had role of trainer and facilitator to motivate them to perform well in order to promote image of CRA to public.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity
Training Officer for the ITAVP
Canada Revenue Agency
09.2018 - 03.2019
- Worked in direct collaboration with Revenu Québec to achieve following result: Reorganization and creation of learning material for volunteers of ITAVP in order to make learning tax easier.
- Used coordination and planning skills to achieve results according to schedule.
- Gave online training to volunteers of ITAVP.
Resource Officer at the QRCC
Canada Revenue Agency
01.2014 - 07.2018
- Provided exceptional level of service to SP04 agents by addressing concerns and provided answers to taxpayer questions about tax and benefits by researching Technical Help Guide, CRA website and Income Tax Act.
- Identified training needs of agents in team by listening to their calls and management of their non conform tasks returned, then defining training project by taking into account their needs, and their knowledge levels.
- Provided training workshops for agents at contact center intended to train them on taxes and benefits.
Quebec Region Contact Centre (QRCC) Agent
Canada Revenue Agency
03.2010 - 12.2013
- Quickly learned new skills, procedures and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, and weekend shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
Attestation of Collegial Studies - Programmer/analyst
CDI College
Montreal08.2000
Skills
- Training material improvements
- Team work
- Bilingual in both official language
- Project Monitoring
- Creation and establishment of online training
- Individualized training and coaching
- Operational Procedures
- Analytical thinking
Timeline
Program Officer
Canada Revenue Agency
05.2021 - Current
Outreach and Training Officer
Canada Revenue Agency
08.2019 - 04.2021
Team Leader Manager
Canada Revenue Agency
03.2019 - 08.2019
Training Officer for the ITAVP
Canada Revenue Agency
09.2018 - 03.2019
Resource Officer at the QRCC
Canada Revenue Agency
01.2014 - 07.2018
Quebec Region Contact Centre (QRCC) Agent
Canada Revenue Agency
03.2010 - 12.2013
Attestation of Collegial Studies - Programmer/analyst
CDI College
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