Oversaw full-cycle hiring for management-level positions across the provincial region, ensuring alignment with federal HR policies and organizational compliance standards. Developed comprehensive onboarding packages and training guides to streamline counter staff performance and service delivery. Collaborated with leadership to assess service gaps and recommend staffing strategies that enhanced frontline efficiency and client satisfaction.

Lead user testing for internal CRA systems with a focus on functionality and regulation enforcement. Acted as primary liaison between technical teams and regional stakeholders, presenting risks and resolutions with clarity and actionability. Provided structured feedback to enhance tools used by employees, contributing to faster file and case resolutions.

Conducted in-depth analysis of operational workflows and regulatory impacts on front-desk service tools. Supported compliance teams by reviewing cross-departmental transaction cases, and enhanced software tools for internal use. Assisted in improving procedures to enhance efficiency in workflow.

Managed a portfolio of individual and business accounts, ranging from simple personal filings to high-value audits exceeding multi-million dollar thresholds. Enforced CRA tax legislation with a focus on customer transparency and resolution efficiency. Delivered educational sessions to new staff on tax compliance, and regulatory processes.

Graduated in Canada with Minor in Sociology