Apilawa Lezoka
Edmonton,AB
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Taxpayer Services Agent
Canada Revenu Agency
05.2022 - 06.2023
- Analyzed customer needs to provide customized solutions concerning tax inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to the appropriate department when needed.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to the agency policies and scripts to consistently achieve call-time and quality standards.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about tax related subjects and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of tax manners
Call Center Agent for Credit & Identity Theft
CIBC
01.2019 - 05.2022
- Resolve complex or sensitive issues related to fraudulent claims, account takeovers, convenience cheques and payments reported by
other department of CIBC, by external stakeholders or through systems internal oversight. - Helped large volume of customers every day with positive attitude and focus on customer satisfaction and reassurance.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Educated customers on company systems, form completion, and access to services (Identity theft Dept.)
Accounting Clerk and Administrative Assistant
Construction Cogela Inc.
01.2016 - 12.2018
- Processed incoming and outgoing invoices and payments for the administration and different projects.
- Reconciled bank accounts with updated information.
- Provided key clerical and administrative support to senior accounting staff.
- Reviewed financial statements and supporting documentation.
- Used accounting software (Maestro and Excel) to prepare weekly and monthly financial reports.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Assisted in budget preparation and forecasting to control expenditure and maximize profitability on different projects
- Conceived project accounts in company accounting system according to direction from senior accountant.
- Cooperated with senior leaders to create operating budgets and initiate financial planning
- Provided assistance with preparation of project-related reports, manuscripts and presentations
- Created and updated records and files to maintain document compliance (Department of Estimation)
- Administratively assisted in bids preparation and proposals to submit to clients and secure new business.
Technical Support Agent for Bentley's
Gexel Telecom
05.2014 - 07.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
College Diploma - Administration
Collège André-Grasset
Montreal, QCCollege Diploma - Computerized Accounting
College O'Sullivan De Montreal
Montreal2016
Minor - Economics
Université De Montréal
Montreal, QC2014
Skills
- Accounting Software (Maestro)
- MS Office Suite Knowledge (Excel, Word, PowerPoint, Outlook, Access)
- Administrative Support
- Bookkeeping Operations
- Expense Account Management
- Computerized Accounting
- Managing Multiple Tasks
- Active Listening
- Conflict Resolution
Timeline
Taxpayer Services Agent
Canada Revenu Agency
05.2022 - 06.2023
Call Center Agent for Credit & Identity Theft
CIBC
01.2019 - 05.2022
Accounting Clerk and Administrative Assistant
Construction Cogela Inc.
01.2016 - 12.2018
Technical Support Agent for Bentley's
Gexel Telecom
05.2014 - 07.2015
College Diploma - Administration
Collège André-Grasset
College Diploma - Computerized Accounting
College O'Sullivan De Montreal
Minor - Economics
Université De Montréal
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