Angela Ball
Customer Service Lead
Calgary,AB
Summary
Multifaceted Customer Service Leader with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Leader
H & R Block Canada
Calgary, AB
12.2020 - Current
- Completing personal tax returns for clients in an efficient and accurate manner.
- Provided primary customer support to internal and external customers.
- Advising clients on methods to maximize their tax return.
- Providing excellent client service and escalated client needs, when required, to appropriate levels.
- Working closely with a diverse team and cliental base to maximize results.
- Maintaining a client based approached ro resolve unforeseen topics, implementing corporate policy.
- Implemented continuous, and rigorous, quality and control standards with prior and new staff.
- Improving internal database policies and document control.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Customer Service Professional
H & R Block Canada
Calgary
03.2019 - 07.2020
- Responded to customer calls and emails by answering questions about products and services.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Prioritized customers requests and need to achieve goals while maintained a high level of service and customer satisfaction.
- Ensuring cash balance and end of day closure was accurate.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Environmental Planner
Stantec
Calgary, AB
01.2013 - 01.2015
- Assessed proposals submitted by contractors and stakeholders to determine environmental impacts.
- Compiled reports on environmental impacts to submit and present to stakeholders and community members, translating highly technical information to general public.Managing budgets and multidisciplinary teams to meet client needs
- Working with clients to establish and execute business objectives
- Create/review proposals prepared for clients, as required, for Business Development
- Provide guidance as, well as reports, for clients under the Environmental Protection and
- Enhancement Act.
- Assessed proposals submitted by contractors and stakeholders to determine environmental impacts.
- Compiled reports on environmental impacts to submit and present to stakeholders and community members, translating highly technical information to general public.
Senior Environmental Specialist
TransAlta
Calgary, AB
01.2008 - 01.2013
- Managing environmental consultants, budgets, and regulatory timelines to meet business objectives
- Environmental permitting, including acquiring new permits, permit renewals, or amendments as necessary
- Maintained strong relationships and information exchange with local, provincial, and federal environmental regulators to ensure TransAlta's business plans were consistent with regulatory requirements
- Provided technical support on capital projects at coal, gas and hydro power generation plants to ensure that environmental compliance was achieved
- Determined and represented TransAlta's interests with external environmental and other - stakeholder groups.
- Contributed to the development of business strategies for generation projects by providing component environmental strategies and considerations.
- Relevant Sample Projects – TransAlta o Regional Biomonitoring Program.
- Managed numerous consultants, shifting objectives, reports and budgets (~$1,000,000 annually) for a multi-year, multi-disciplinary project.
- Ensuring the program met Operating Approval
- Group to communicate to Federal Government areas of the Regulation that required clarification/alterations to ensure the Electricity sectors interests were represented and understood.
Education
Master of Science - Biology (Aquatic Toxicology
University of Waterloo
Waterloo 06.2002 - 06.2005
Bachelor of Science - Biology, Ecology
University of Waterloo
Waterloo 08.1999 - 06.2002
Skills
Complaint resolution
Accomplishments
Standard First Aid and CPR, WHMIS, CSTS, OSSA, H2S Alive, TAPROOT
Treasurer, S.T.E.M Charter School
Treasurer of S.T.E.M, Charter School, Calgary 2021-2022
Volunteer, Our Lady of Peace School
Volunteering in Primary Reading, Elementary
Timeline
Customer Service Leader
H & R Block Canada
12.2020 - Current
Customer Service Professional
H & R Block Canada
03.2019 - 07.2020
Environmental Planner
Stantec
01.2013 - 01.2015
Senior Environmental Specialist
TransAlta
01.2008 - 01.2013
Master of Science - Biology (Aquatic Toxicology
University of Waterloo
06.2002 - 06.2005
Bachelor of Science - Biology, Ecology
University of Waterloo
08.1999 - 06.2002
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