Renee Cohen
Toronto,Canada
Summary
Experienced leader with 15+ years in human resources, strategy development, and operations. Skilled in driving strategy, improving efficiency, and building partnerships. Proven ability to solve complex challenges, deliver results, and lead cross-functional teams.
Overview
10
10
years of professional experience
Work History
Manager, Human Resources
Canada Revenue Agency
Toronto
11.2023 - Current
- Led the drafting of a 5-year People Strategy to improve the employee and digital transformation, to improve business results.
- Provided senior executives with clear recommendations to help them make informed decisions, reduce risks, and improve project success.
- Developed and implemented communication plans to keep staff informed about key initiatives, building trust and transparency during times of change.
- Created reports and presentations that provided leadership with clear, data-driven insights into workforce planning and strategy.
- Strengthened organizational alignment by crafting messages that supported enterprise-wide transformations, and boosted employee engagement.
- Monitored industry trends and best practices to keep HR strategies current and responsive to evolving workforce needs.
Senior Manager, Contact Centre
Canada Revenue Agency
Toronto, Ontario
09.2022 - 11.2023
- Successfully managed a $4 million budget and a section of 56, achieving budget objectives through strategic resource allocation and performance optimization, resulting in enhanced team productivity
- Demonstrated sound judgment and decision-making in escalating concerns and resolving issues, ensuring smooth operations and maintaining high service standards
- Improved service standards by identifying performance issues and implementing solutions, boosting employee efficiency and satisfaction
- Strategically assigned tasks to direct and indirect reports based on skill levels and experience, maximizing team performance and efficiency
- Led recruitment efforts, successfully promoting qualified candidates to fill open positions, contributing to a stronger and more capable program
- Implemented strategic and tactical methods to enhance team leader efficiency, driving improved performance and leadership within the team
- Leveraged leadership skills to identify and implement improvements in policies, procedures, and controls, resulting in increased operational efficiency and compliance
Deputy Chief of Staff
Canada Revenue Agency
Toronto, Ontario
04.2021 - 09.2022
- Orchestrated executive operations while managing a $500K budget and a five-member team, ensuring alignment with regional priorities
- Strengthened stakeholder relationships to support strategic planning and regional communications
- Managed candidate assessment, interview scheduling, hiring decisions, and onboarding
- Streamlined executive office activities by fostering collaboration with regional managers and enabling integrated decision-making processes
Regional Project Manager
Canada Revenue Agency
Toronto, ON
03.2018 - 04.2021
- Led regional projects in a large, complex organization, ensuring alignment with strategic priorities and delivering outcomes.
- Led cross-functional working groups and coordinated regional initiatives, balancing competing priorities to meet deadlines.
- Developed and executed strategic plans, business cases, and reports that informed senior executives' decision-making.
- Strengthened stakeholder engagement by securing executive buy-in, and fostering partnerships that enhanced project impact.
- Spearheaded the development of a regional strategy to support employee career growth, including a CPA designation support program.
- Advocated for workforce development by designing initiatives that improved employee engagement and long-term talent retention.
Manager, Various Programs
Canada Revenue Agency
Toronto, ON
02.2015 - 03.2018
- Exceeded program targets by empowering diverse teams to deliver results, including compliance, collections, and taxpayer services
- Improved operational policies and implemented tailored employee development plans that enhanced team performance and morale
- Strengthened workplace inclusivity by supporting accommodations and introducing virtual work arrangements aligned with HR best practices
- Negotiated with taxpayers on high-profile or complex cases, ensuring fair and consistent decisions
- Identified compliance actions that may risk the Agency's reputation and briefed up to senior leadership and public affairs personnel
- Fostered a culture of accountability, collaboration, and innovation within the team and program
- Handled supervisory referrals by skillfully navigating difficult conversations
Education
Bachelor of Physical Health and Education -
University of Toronto
Toronto, ON06.2006
Skills
- Led a $4 million budget and a 56-person section at the Canada Revenue Agency (CRA), optimizing resource allocation and performance to enhance operational efficiency
- Managed a $500K budget and a five-member team as Deputy Chief of Staff, ensuring alignment with regional priorities, and strengthening executive operations
- Implemented communication strategies that increased awareness of key HR and regional initiatives, ensuring employee alignment with corporate objectives
- Improved service standards and employee efficiency by identifying performance gaps, implementing targeted solutions, and strengthening leadership development
Timeline
Manager, Human Resources
Canada Revenue Agency
11.2023 - Current
Senior Manager, Contact Centre
Canada Revenue Agency
09.2022 - 11.2023
Deputy Chief of Staff
Canada Revenue Agency
04.2021 - 09.2022
Regional Project Manager
Canada Revenue Agency
03.2018 - 04.2021
Manager, Various Programs
Canada Revenue Agency
02.2015 - 03.2018
Bachelor of Physical Health and Education -
University of Toronto
Early Career and Foundational Experience
- Held progressive roles in operations, budget management, and outreach, developing expertise in leadership and strategic planning.
- Managed financial forecasting and staffing plans to optimize budget allocations and program efficiency.
- Led outreach initiatives, expanding community access to CRA services through external partnerships.
- Improved contact center operations through data-driven decision-making and workflow automation.
- Developed training programs to upskill employees, boosting productivity and service quality.
- Advised senior management on operational enhancements, leveraging statistical insights.
References
References available upon request.
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