Cole McElwee
Winnipeg
Summary
Dedicated Customer Service professional with knowledge of internal and external systems. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
Work History
Conversion Project Specialist
Payworks
12.2023 - Current
- Managed multiple project accounts (400+), ensuring timely completion and high-quality output.
- Established clear lines of communication between all parties involved in projects, preventing misunderstandings or miscommunications from jeopardizing outcomes.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Managed multiple concurrent verification projects without compromising accuracy or deadlines.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows of those in my pod.
Customer Service Representative
Payworks
05.2023 - Current
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Managed a high volume of calls daily, actively listened to customers while handled concerns quickly and escalated major issues to supervisor.
- Demonstrated strong work ethic and reliability as a team player, consistently completing the team inbox, sending guides and teaching team members tricks.
Tax Professional
H&R Block
12.2020 - 05.2023
- Assisted in supervision of employees and creating staff schedules.
- Contacted CRA on behalf of clients to address issues related to tax preparation.
- Identified potential audit red flags to minimize risk of CRA audits.
- Researched tax implications for various deductions and credits and how to apply them.
- Assessed client tax situations to determine best filing options.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
Education
Payroll Compliance
Payroll Compliance Professional
Winnipeg, MB12.2025
Bachelor of Science - Mathematics, Statistics
University of Winnipeg
Winnipeg, MB10.2018
Skills
- Complaint Handling
- Project Planning
- Data Migration & Validation
- Training and mentoring
- Telephone and email etiquette
- Attention to Detail
- Teamwork and Collaboration
Timeline
Conversion Project Specialist
Payworks
12.2023 - Current
Customer Service Representative
Payworks
05.2023 - Current
Tax Professional
H&R Block
12.2020 - 05.2023
Payroll Compliance
Payroll Compliance Professional
Bachelor of Science - Mathematics, Statistics
University of Winnipeg
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