Anthony Gammieri
Montreal,QC
Summary
Dynamic professional at the Canada Revenue Agency with extensive experience in critical thinking and effective communication. Demonstrates a proven ability to enhance user experience and streamline tax assistance processes, leading to significant improvements in client satisfaction. Adept at transforming complex scenarios into actionable solutions that boost operational efficiency. Aiming to leverage these competencies to further optimize service delivery in a challenging environment.
Overview
17
17
years of professional experience
Work History
Programs Officer (SP07)
Canada Revenue Agency
05.2024 - 12.2024
- Providing feedback to team members on their chat guide pages for content and structure
- Implementing feedback from the Quality Assurance team to enhance accuracy and writing style for the chat guide
- Created and participated in chat simulations with agents to test the ease of research and navigating the chat guide topics
- Assisted training facilitators by keeping the chat guide pages up to date for the new chat agents
- Joined Ambassador meetings to keep the team updated with new information for the chat guide
- Created and translated chat guide pages for Registered plans topics
Senior Programs Officer (SP05)
Canada Revenue Agency
11.2023 - 05.2024
- Building a guide for chat agents to follow procedures and assist taxpayers in the CRA online chat platform
- Worked with Programs Officer to edit and translate chat guide pages for ‘End of Life (EOL)’ tax topics
- Created and translated Benefits topic pages to expand the Chat Help Guide (CHG)
- Responding and taking action to feedback provided by the CRA agents regarding the pages in the guide for improvement through a feedback tool
- Verifying broken or redirected links on the chat guide pages to keep information updated
Taxpayer Services Agent (SP04)
Canada Revenue Agency
07.2022 - 11.2023
- Respond to phone enquires about tax topics and performing profile updates
- Assisting taxpayers through the online chat platform, providing external forms and answering general enquiries about tax topics within the tier-trained scope of responsibilities
- 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
- Participated in platform testing with UX design team
- Provided feedback for the online chat platform to enhance user experience
Taxpayer Services Agent (SP04)
Canada Revenue Agency
09.2021 - 07.2022
- Respond to a variety of enquiries or requests related to tax matters, CRA administered programs and related accounts
- Perform various calculations to determine tax or CRA administered program requirements, elections, entitlements, or administrative relief
- Accept payment arrangements where applicable and authorized, within established parameters
- Educate taxpayers by providing information and promoting available services
- Participated in Buddy Sessions with newly-trained CRA employees to help improve their call handling abilities
- Involved in focus groups to brainstorm ideas regarding online chat services
- Received training on various Tier levels such as: Tier 1 (basic income tax and profile updates), AMS (online enquiries), Registered plans, Tier 2 (intermediate tax enquiries), and CoE (non-resident, trusts and property enquiries)
Tax Preparer
Liberty Tax
04.2021 - 09.2021
- Preparation of personal and self-employed income taxes
- Entering customer information in software from T-slips
- E-filing federal and provincial income tax returns
Accounting Clerk/Collections
AMG Medical Inc
04.2019 - 02.2020
- Issuing credits to customers for returns, damages, short shipments & price discrepancies
- Calling customers for outstanding invoices
- Performing credit card transactions
- Opening new customer accounts – viewing credit history to evaluate customer credit terms
- Weekly updating of aging receivables report for Canada and U.S
- Customers
- Viewing customer deduction backup information to evaluate validity
- Closing the month end books after balancing is complete
- Emailing invoices & credits to customers
- Sending monthly statements to customers
- Performing daily direct and check deposits
Stock Coordinator
Aldo Shoes
10.2010 - 01.2020
- Receiving/shipping of online orders
- Merchandise transfers to other stores
- Transfers of damaged items to warehouse
- Merchandise pricing
- Keeping stockroom orderly
- Recall of products
- Inventory audit
- Occasional salesperson
- Daily sales transactions
Deli Department
Inter-Marche de Risi
07.2007 - 10.2010
- Customer service
- Product pricing
Education
Bachelor Degree - Accounting
Concordia University - John Molson School of Business
Montreal, QC12-2018
DEC - Social Science Commerce
Vanier College
Montreal, QC12-2009
Secondary Diploma -
John F. Kennedy High School
Montreal, QC06-2006
Skills
- Excel
- Word
- PowerPoint Proficiency
- OneNote
- Proficient in TurboTax
- Effective Oral and Written Communication
- Critical Thinking in Challenging Scenarios
- Effective Organizational Skills
- Detail-Oriented Approach
- Performance-Driven Approach
Languages
- English
- French
- Italian
- Spanish
Timeline
Programs Officer (SP07)
Canada Revenue Agency
05.2024 - 12.2024
Senior Programs Officer (SP05)
Canada Revenue Agency
11.2023 - 05.2024
Taxpayer Services Agent (SP04)
Canada Revenue Agency
07.2022 - 11.2023
Taxpayer Services Agent (SP04)
Canada Revenue Agency
09.2021 - 07.2022
Tax Preparer
Liberty Tax
04.2021 - 09.2021
Accounting Clerk/Collections
AMG Medical Inc
04.2019 - 02.2020
Stock Coordinator
Aldo Shoes
10.2010 - 01.2020
Deli Department
Inter-Marche de Risi
07.2007 - 10.2010
Bachelor Degree - Accounting
Concordia University - John Molson School of Business
DEC - Social Science Commerce
Vanier College
Secondary Diploma -
John F. Kennedy High School
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