Abir Choudhury
Calgary,AB
Summary
Motivated, driven, adaptive, and a qualified professional with Bachelors in Geographic Information Systems, Diploma in Business Administration and Certificate in Business Intelligence and Analytics.
Proven technical and organizational skills to research, analyze, interpret and provide explanations to taxpayers on legislation, related policies, directives and procedures relating to the administration of the various acts administered by the Agency.
Demonstrated ability to interact with citizens and their representatives by telephone or in the office to analyze and resolve complex and specialized enquiries, complaints and problems.
Experience in leading, directing, facilitating and monitoring the activities of the team to meet the established objectives including resolving complex cases and conducting research on sensitive issues alongside providing coaching and technical training for new hires as a senior agent.
Overview
16
16
years of professional experience
Work History
Resource Officer
Canada Revenue Agency (CRA)
Calgary, Alberta
02.2024 - Current
- Provided subject matter expertise and advised to Agency employees regarding the handling of complex enquiries and files
- Researched, analyzed, interpreted and provided explanations to taxpayers on legislation, related policies, directives and procedures relating to the administration of the various acts administered by the Agency
- Interacted with taxpayers and their representatives by telephone or in the office to analyze and resolve complex and specialized tax enquiries, complaints and problems.
Taxpayer Services Agent (Tier1, Tier2, E-services, Benefits, Registered Plans and Centre of Expertise)
Canada Revenue Agency (CRA)
Calgary, Alberta
01.2021 - 01.2024
- Provided explanations and/or clarification to clients in response to enquiries concerning the filing and processing of Individual Tax Returns
- Determined precise nature of taxpayer enquiry or request and advised best possible solutions as per Income Tax Act Guidelines
- Used techniques and best practices to operate various computer applications and systems required to enter information, research, analyze and resolve questions or problems and requests raised by taxpayers, including payment reconciliation
- Coached and mentored new, dedicated and passionate employees and provided development of performance objectives, and performance management and evaluation.
Manager - Operations
Puspa Indian Restaurant
Calgary, Alberta
07.2017 - 09.2020
- Was responsible for the recruitment, training, and supervision of staff
- Ensured compliance with licensing, hygiene and health and safety legislation/guidelines
- Administered paperwork and resolved customer concerns to ensure optimum satisfaction.
Parks Inventory Technician
Urban Forestry – City of Calgary
Calgary, Alberta
06.2015 - 06.2017
- Collected tree asset features (tree identification, condition rating) in the field & updated internal database using PARIS, handheld GPS, ARCMAP 10.2 and collector app
- Incorporated the collected spatial data with our internal geo database to update PARKMAP and created tree inventory maps using ArcMap to guide field crews & update secondary tree specifications into WAM
- Conducted site visits to different remote locations to collect & assess inventory data as per Zonal map created initially
- Trained and coached new hires to be able to perform the daily job duties as per City of Calgary guidelines.
Traffic Engineering/Detour Technician
Roads – City of Calgary
Calgary, Alberta
09.2013 - 06.2015
- Conducted field investigations to determine the requirements for traffic control devices, road markings & detour setup
- Prepared cartographic maps as per Engineering plans & analyzed traffic concerns and mobility issues to provide workable solutions using ESRI platform specially ArcMap and used model builder as needed
- Used FME to process filtered raw data and shapefiles and issued work orders and liaised with various business units and contractors
- Researched, organized, and managed data using HCM, WAM, POSSE, Peoplesoft, HANSEN 8.3, 311CSR and ORACLE
- Handled critical and sensitive caller escalated service requests as a Subject Matter Expert & reviewed, approved, and issued different permit applications.
Central Teller/CSR Team Lead
Royal Bank of Canada
Calgary, Alberta
11.2010 - 03.2013
- Responded to customer enquiries, assisted with financial transactions, financial discrepancies and notified investigative units
- Looked for sales opportunities with all clients and advise according to their financial need
- Monitored, and administered client’s information integrity for audit purposes and efficiently managed cash custody for balancing, ordering, forecasting shipping, and loading ATMs
- Mentored and trained new hires to get them ready as trained CSRs ensuring the internal banking policy.
Aide Engineer (Practicum)
Honeywell International Inc.
Calgary, Alberta
05.2008 - 08.2008
- Assisted core engineers to design in the designing phase & aided some basic engineering works
- Monitored and modified documentation, data entry and drafting.
Education
Post-Degree Certificate - Business Intelligence And Analytics
Northern Alberta Institute of Technology
Edmonton, AB03-2023
Bachelors of Applied Geographic Information Systems - GIS Applications
Southern Alberta Institute of Technology
Calgary, AB12-2012
Diploma - Business Administration
Southern Alberta Institute of Technology
Calgary, AB12-2009
International Diploma - Computer Studies
NCC Education
Manchester, UK09-2007
Skills
- Conflict mediation abilities
- Investigative skills
- Strong interpersonal skills
- Public Safety
- Report Writing
- Public Service
- Problem-Solving
- Suspicious Activity Monitoring
- Active Listening
- Team Collaboration
- Interpersonal Communication
- Interpersonal Skills
- Time Management
- Public relations
- Team building
- Excellent Communication
- Effective Communication
- Professionalism
- Self Motivation
- Analytical Skills
- Teamwork and Collaboration
- Organizational Skills
- Written Communication
- Reliability
- Relationship Building
- Problem-solving abilities
- Continuous Improvement
- Goal Setting
- Attention to Detail
- Critical Thinking
Accomplishments
· Salesperson & Team Player of The Month – 7 times at Royal
Bank of Canada 2011-2012
· Regional Winner among all CSRs – 3 times at Royal Bank of
Canada 2011-2012
Trainings
· CRA Tax Issue Advising Jan 2021 - Present
Identifying personal tax issues and advise best possible
practices
· Corporate Reports Training (311 SME) May 2014
Subject Matter Expert in service request handling and producing
reports
· Banking Compliance Dec 2010
Handling transactions and solving customer concerns ensuring
banking policy and procedure
Project Management Experience
· Snow & Ice Control Program - Northwest Communities Dec
2013 – Apr 2014
· Road-marking & Signage Control Program – New Subdivisions
Jun 2014 – Sep 2014
· Signage Control Program – Snow Routes Dec 2014 – Jan 2015
References
References available upon request.
Timeline
Resource Officer
Canada Revenue Agency (CRA)
02.2024 - Current
Taxpayer Services Agent (Tier1, Tier2, E-services, Benefits, Registered Plans and Centre of Expertise)
Canada Revenue Agency (CRA)
01.2021 - 01.2024
Manager - Operations
Puspa Indian Restaurant
07.2017 - 09.2020
Parks Inventory Technician
Urban Forestry – City of Calgary
06.2015 - 06.2017
Traffic Engineering/Detour Technician
Roads – City of Calgary
09.2013 - 06.2015
Central Teller/CSR Team Lead
Royal Bank of Canada
11.2010 - 03.2013
Aide Engineer (Practicum)
Honeywell International Inc.
05.2008 - 08.2008
Post-Degree Certificate - Business Intelligence And Analytics
Northern Alberta Institute of Technology
Bachelors of Applied Geographic Information Systems - GIS Applications
Southern Alberta Institute of Technology
Diploma - Business Administration
Southern Alberta Institute of Technology
International Diploma - Computer Studies
NCC Education
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