Andre Morgan
Whitby,ON
Summary
Bilingual Customer Service and Sales Specialist with excellent communication and telephone skills, knowledge & understanding of industry regulations & standards, is looking to obtain a Call Center Easy line Specialist position utilizing the following skills, knowledge and demonstrated work experience
Overview
13
13
years of professional experience
Work History
Collections Department
Canada Revenue Agency
04.2024 - Current
- Respond to inbound and make outbound Calls for all Taxpayers over the Country
- Arrange Payments Arrangements based on Taxpayer reference
- Make all Outbound Calls to fix suspended and Misallocated Payments
- Inform Taxpayers about their Outstanding Balance either for amount owing or Installments required
- Answer taxpayer enquiries based on their Accounting Sheet and guide them to do the Payment either on their Bank or on the CRA website
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Developed and documented collection procedures and policies to comply with government regulations.
- Established relationships with customers to encourage payment of delinquent accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Customer Service Specialist
TD Bank
06.2021 - 04.2024
- Perform Authentication levels for all Customers
- Assist Customers for all banking inquiries
- Perform Troubleshooting on Digital Banking and Perform all Troubleshoot all Online
- All Types of Dispute Fraud Transactions and Investigation
- Bilingual Overnight Coverage able to work during System Maintenance and Perform Service
Technical Support Analyst
Global Payments Canada
06.2014 - 06.2021
- Develops and maintain high level expertise with all POS systems
- Provide first and second level support to all types of Merchants and Stores and for Managed accounts like Loblaws and Best Buy across Canada
- Welcome new Merchants and Performs over the phone new store Pos systems installations
- Helps Technicians on site how to replace and install the Pos system
- Dispatch all types of Pos systems within the time frame to meet business qualifications
- Performs over the phone training for all new Merchants how to Use the Pos system
- Performs Customer services requests for all types of financial inquiries and Sales requests
- Provides detailed information within our call tracking system to ensure the issue is sufficiently documented to root call analysis
- Exchanges knowledge with Colleagues through formal training and peer to peer interactions
Bilingual Sales and Service Mortgage Direct Associate
ING Direct Canada
09.2011 - 06.2014
- Respond to inbound and make outbound Calls for all Taxpayers over the Country
- Arrange Payments Arrangements based on Taxpayer reference
- Make all Outbound Calls to fix suspended and Misallocated Payments
- Inform Taxpayers about their Outstanding Balance either for amount owing or Installments required
- Answer taxpayer enquiries based on their Accounting Sheet and guide them to do the Payment either on their Bank or on the CRA website
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Developed and documented collection procedures and policies to comply with government regulations.
- Established relationships with customers to encourage payment of delinquent accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
Certified - CSC Completion Courses Investmenada (
Seneca College of Applied Arts And Technology
North York, None01.2022
Diploma - Accounting and Information Technology
American University Cairo
01.2004
Skills
- Strategic Networking
- Negotiation
- Collaboration
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
Languages
English
Full Professional
French
Full Professional
References
References available upon request.
Timeline
Collections Department
Canada Revenue Agency
04.2024 - Current
Customer Service Specialist
TD Bank
06.2021 - 04.2024
Technical Support Analyst
Global Payments Canada
06.2014 - 06.2021
Bilingual Sales and Service Mortgage Direct Associate
ING Direct Canada
09.2011 - 06.2014
Diploma - Accounting and Information Technology
American University Cairo
Certified - CSC Completion Courses Investmenada (
Seneca College of Applied Arts And Technology
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