Brittany Norman
St. John's,NL
Summary
Driven by a results-focused approach, I leveraged my creative problem-solving and relationship management skills at Canada Revenue Agency to enhance customer satisfaction and streamline operations. Specializing in complaint resolution and documentation, I consistently exceeded performance goals, achieving a notable increase in client retention and operational efficiency.
Overview
13
13
years of professional experience
Work History
Identity Protection Services Agent
Canada Revenue Agency
08.2023 - 03.2024
- Handled and promptly resolved assigned cases pertaining to Identity Protection- while maintaining professional relationships.
- Managed complex cases involving high-risk cases or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with roper policies and colleagues.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Presented feedback to management on case/customer service trends and improvement areas.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Used CRA software to document/ complete assigned taxpayer files.
Validation Specialist / SP 04 Call Centre Agent
Canada Revenue Agency
10.2022 - 08.2023
- Assessed files to determine CERB eligibility by administering, researching, and interpreting provisions of applicable legislation and regulations.
- Reduced process variability with the development of robust validation protocols and procedures.
- Requested detailed documents from taxpayers and completed reports with multiple Microsoft Programs.
- Handled taxpayer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Updated account information to maintain taxpayer records.
Eyelash Extension Technician
Self Employed
06.2015 - 10.2022
- Sanitized and sterilized equipment as required by law.
- Conducted consultations prior to appointments to determine clients'' desired outcomes and suggest appropriate services.
- Consistently met or exceeded monthly performance goals related to client bookings, revenue generation, and overall customer satisfaction.
- Educated clients on appropriate aftercare.
- Maintained a clean and organized work station, ensuring a comfortable and sanitary environment for clients.
- Provided exceptional customer service, leading to an increase in repeat customers and positive reviews.
Restaurant Manager
Boston Pizza
06.2013 - 06.2015
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Reconciled cash and credit card transactions to maintain accurate records.
- Carefully interviewed, selected, trained, and supervised staff.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Oversaw inventory management processes to minimize waste and maintain optimal stock levels for seamless operation.
- Correctly calculated inventory and ordered appropriate supplies.
Tour Facilitator
Kiewit-Kvaerner Contractors
05.2014 - 08.2014
- Answered questions, pointed out important features, and offered further details about the Hebron project to educate visitors.
- Worked closely with management staff of KKC to
create new and lucrative tours. - Researched information about the surrounding area to provide accurate, detailed tours.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
Service Assistant
Johnson Insurance
03.2011 - 06.2013
- Successfully completed Registered Insurance Brokers of Ontario Exam (RIBO)..
- Answered multi-line phone system, routing calls,
delivering messages to staff. - Produced/ packaged accurate internal and
external letters and policies. - Keyed all data into appropriate software.
- Collaborated with cross-functional teams to deliver comprehensive solutions for clients.
- Managed multiple priorities effectively under tight deadlines, resulting in successful completion of assigned tasks.
- Improved customer satisfaction by providing timely and efficient service assistance.
- Conducted regular inventory checks and restocked items as needed, ensuring product availability for colleagues.
Education
Business Management - Marketing
College of The North Atlantic
St. John's 06.2014
Business Management - Office Administration
College of The North Atlantic
St. John's06.2013
No Degree - General Studies
Memorial University of Newfoundland
St John’s, NL04.2012
High School Diploma -
Holy Heart of Mary Highschool
St. John's06.2008
Skills
- Creative Problem-solving skills
- Relationship building and management
- Inbound and outbound calling
- Complaint resolution
- Self-direction stock management
- Staff education and training
- Ensuring customer satisfaction
- POS systems expert
- Administrative support
- Money handling abilities
- Key holder experience
- Documenting information
Timeline
Identity Protection Services Agent
Canada Revenue Agency
08.2023 - 03.2024
Validation Specialist / SP 04 Call Centre Agent
Canada Revenue Agency
10.2022 - 08.2023
Eyelash Extension Technician
Self Employed
06.2015 - 10.2022
Tour Facilitator
Kiewit-Kvaerner Contractors
05.2014 - 08.2014
Restaurant Manager
Boston Pizza
06.2013 - 06.2015
Service Assistant
Johnson Insurance
03.2011 - 06.2013
Business Management - Marketing
College of The North Atlantic
Business Management - Office Administration
College of The North Atlantic
No Degree - General Studies
Memorial University of Newfoundland
High School Diploma -
Holy Heart of Mary Highschool
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