Bhupima Sharma
145 Garside Ave Hamilton Ontario,Canada
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills. Experienced in providing explanation or clarification to taxpayers over the telephone for inquiries related to individual tax, benefits, registered plans. Offering 5 years of experience in Banking, Operations, Compliance and Risk, Customer Service, Enhanced Due Diligence, Complaint Management, Investigations, Business Support functions, Monitoring, Reporting, Customized Solutions, and Team Management. Maintains knowledge of company products and services and current trends and developments in the industry affecting area activities, including legal and regulatory requirements. Determines whether transactions are possibly related to money laundering and/or terrorist financing. File Suspicious Transaction Reports (STRs) on unusual activity.
Overview
16
16
years of professional experience
Work History
Canada Revenue Agency Taxpayer Services Agent
Canada Revenue Agency
11.2020 - Current
- Explaining various social programs administered by the CRA
- Researches possible responses or solutions using a variety of internal and external information sources
- Resolve questions or problems and requests raised by taxpayers, using different applications like T1BEN System; FileNet
- Techniques and practices used 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
- Gathers information from taxpayers to establish the precise nature of their enquiry or request.
- Improved taxpayer satisfaction by providing timely and accurate information on tax policies and procedures.
Account Receivable and Payable Associate
PFL Canada
05.2017 - 03.2020
- Monitor and manage all accounts receivable activities to ensure timely collection of payments
- Prepare and send invoices to customers accurately and promptly
- Follow up on outstanding invoices through regular communication with customers
- Reconcile customer accounts and ensure all payments are correctly applied
- Prepare regular AR aging reports and provide updates to management on status of receivables
- Assist in month-end and year-end closing processes related to accounts receivable
- Build and maintain positive relationships with customers to facilitate prompt payment
- Address and resolve any billing disputes or discrepancies in professional and timely manner
- Work closely with finance and sales teams to ensure accurate and timely billing and collection
Royal Bank of Canada Client Advisor Business Services
Royal Bank of Canada
12.2014 - 11.2020
- Proactively engage with clients in branch and deliver service through transactions advice, solution, digital enablement and partner introduction
- Contribute to team results by listening and spotting opportunities to offer advice or introduction to partners
- Manage risks by adhering to compliance processes while completing transactions to protect client
- Focus on education and advice piece to client by leveraging technology and tools provided to deliver the best client experience
- Proactively take ownership of resolving and preventing clients banking problems
- Working on Compliance pieces on a daily basis and back-up as AML officer as well as privacy officer.
SP Data Sales Associate
SP Data
11.2013 - 11.2014
- Provided excellent customer service to clients through telephone inquiries
- Engaged with customers to build rapport and loyalty, to sell and build customer relationships over the telephone
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge
- Listened to and assessed recorded and live customer service calls to ensure adherence to company standards, policies, and regulatory compliance
- Delivered detailed and actionable feedback to customer service representatives based on call evaluations, helping to enhance communication skills and service quality
- Worked closely with the training and development teams to share insights and help refine training materials and programs based on call monitoring findings
Operation and Support Specialist
UseMyServices
05.2010 - 10.2013
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Created widgets for different companies . Created Standard Operating Procedures (SOP) to streamline process
Sales Associate
Rock Planet
01.2009 - 04.2010
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Intermediate Financial Accounting I
Athabasca University
Athabasca, AB12.2024
Introductory Financial Accounting -
Athabasca University
Athabasca, AB06.2024
Software Support Program -
Mohawk College of Applied Arts And Technology
12.2011
Bachelor in Computer Application -
A.S. College (Punjab University)
09.2008
Skills
- Exceptional listener and communicator
- Time Management
- Problem-Solving
- Reliable and flexible
- Multi-line phone proficiency
- Proficient in Microsoft Office- Word, excel, outlook
- Tax law knowledge
- Accounting Principles
- Stress Tolerance
- Tax Software Familiarity
- Attention to Detail
- Teamwork and Collaboration
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Urdu
Full Professional
Timeline
Canada Revenue Agency Taxpayer Services Agent
Canada Revenue Agency
11.2020 - Current
Account Receivable and Payable Associate
PFL Canada
05.2017 - 03.2020
Royal Bank of Canada Client Advisor Business Services
Royal Bank of Canada
12.2014 - 11.2020
SP Data Sales Associate
SP Data
11.2013 - 11.2014
Operation and Support Specialist
UseMyServices
05.2010 - 10.2013
Sales Associate
Rock Planet
01.2009 - 04.2010
Intermediate Financial Accounting I
Athabasca University
Introductory Financial Accounting -
Athabasca University
Software Support Program -
Mohawk College of Applied Arts And Technology
Bachelor in Computer Application -
A.S. College (Punjab University)
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