Karissa Scharf

Advanced in English and French with extensive experience supporting Government of Canada employees, clinical clients, and retail teams. Skilled in Phoenix Pay transactions, Emergency Salary Advance processing, collective agreement interpretation, and multi-line call center operations. Strong background in high-volume scheduling, confidential records management, billing/insurance processing, and team onboarding.

Call Agent at Client Contact Centre - PSPC (2023-11 – Present)

• High-Volume Client Support: Deliver frontline compensation service across the Government of Canada by responding to high-volume inbound inquiries regarding pay, benefits, and collective agreements.
• Complex Inquiry & Case Resolution: Analyze payroll records, historical transactions, and employee files to investigate, troubleshoot, and resolve intricate pay issues accurately.
• Guidance & Employee Life-Cycle Support: Advise employees on key HR transitions (new hires, leave administration, retirements, workforce adjustments, taxes, and deductions) using clear, client-friendly language.
• Documentation & De-escalation: Maintain complete and confidential case logs while managing sensitive, high-impact employee pay situations with discretion and professionalism.

Call Agent - Emergency Salary Advance (Special Assignment) at Client Contact Centre - PSPC (2024-05 – Present)

• Process Emergency Salary Advance requests for employees experiencing pay-related disruptions. Review supporting documentation and eligibility requirements to ensure compliance with established procedures.
• Analyze account information and payroll records to support informed decision-making.
• Explain payment processes, recovery options, and account requirements to employees.
• Referring debt to the finance or pension department when applicable.
• Completing Phoenix transactions, such as adding arrears, hold, payment plans, recoveries, etc.

Call Agent - Workforce Adjustment (Special Assignment) at Client Contact Centre - PSPC (2025-12 – 2026-05)

• Supported employees affected by workforce adjustment initiatives through information sharing and administrative guidance.
• Explained available options, benefits, entitlements, and relevant Government of Canada processes.
• Interpreted workforce adjustment provisions and policy-related information.
• Assisted employees in understanding complex administrative procedures and timelines.

Receptionist at Blackburn Dental Center (2021-02 – 2023-11)

• Front-Office Operations & Patient Care: Managed front-office reception for a high-volume practice, handling patient registration, inquiries, and triage for urgent appointment requests.
• Scheduling & Calendar Management: Coordinated calendars and complex appointment scheduling for multiple dental professionals and specialists.
• Billing & Insurance Administration: Processed dental insurance claims, verified patient coverage, and maintained accurate billing records.
• Records Management & Compliance: Maintained confidential patient files, managed office supply inventory, and ensured adherence to workplace health, safety, and infection control standards.

Receptionist at Eye Care For You (2020-01 – 2021-03)

• Clinic Operations & Scheduling: Managed daily reception, client correspondence, and multi-line inquiries while efficiently coordinating appointment schedules for exams and consultations.
• Patient Care & Preliminary Testing: Assisted optometrists by conducting preliminary diagnostic tests (glaucoma, cataract, visual field assessments) and supported clients with product/service selection.
• Billing, Insurance & Compliance: Verified prescriptions and client data, processed payments, and managed insurance claims in strict compliance with privacy standards.
• Inventory & Records Management: Maintained detailed patient and purchase records, monitored inventory levels, and managed stock reordering for optical products and clinic supplies.

Supervisor, Customer Service at Farmboy (2016-07 – 2020-01)

• Team Leadership & Development: Supervised daily operations for a team of 10+ employees, leading onboarding, training, and coaching on service standards and workplace safety.
• Customer Relations & Problem Solving: Resolved complex customer inquiries and escalated service issues with professionalism to ensure high satisfaction and retention.
• Financial & Store Operations: Executed opening/closing protocols, managed cash handling, performed daily reconciliations, and maintained strict financial controls.
• Workflow & Inventory Management: Coordinated staffing schedules, monitored inventory levels, placed product orders, and oversaw merchandising and quality assurance.

High School Diploma – École Secondaire Publique De La Salle (2012 – 2018)

Dental Admin Course

Phoenix Pay Centre Training – Phoenix Pay Centre