Michael Leblanc, Cd Email & Phone Number

• Interfacing with customers via inbound calls for the purpose of resolving income tax filing issues with Netfile or Telefile.• Maintaining broad knowledge of CRA services.• Provide complete security for taxpayer files.• Participate in activities designed to improve customer satisfaction and improve business performance.• Using decision support tools to resolve non-standard, non-routine issues.• Using logical problem solving techniques to resolve technical issues.

• Gathering and compiling data from multiple sources• Producing daily, weekly and monthly reports reflecting accurate state-of-the-business information using MS Excel• Disseminating reports to multiple users both internal and client senior management in a timely manner • Revising report data as required and maintaining database accuracy and integrity• Tracking and reporting on center metrics and KPIs • Working within tight deadlines• Creating new reports and preparing ad-hoc reports as required by senior management

• Training, monitoring and certifying candidates selected to become Trainers/Training Assistants.• Facilitating Train-the-Trainer session for new and existing trainers and core staff• Effectively delivering and facilitating adult classroom training in support of various client programs throughout multiple centers.• Monitoring progress throughout training and providing coaching and developmental feedback to learners • Facilitating transition of learners from training to the learning lab environment ensuring competency levels have been attained. • Conducting formal walkthroughs of training materials and suggesting revisions as required.