Gabrielle Rioux
Moncton
Summary
Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Overview
2
2
years of professional experience
Work History
DMCC Quality Support Agent
Canada Revenue Agency
05.2024 - Current
- Monitors and evaluates the quality of the call agent's work through monthly call observations and taxpayer account reviews. This ensures conformity with CRA legislation, Call Centre program objectives; that call agents are taking the appropriate action(s) with each account and conducting themselves in a professional manner in support of the Agency's stated mission, vision, and values.
- Receives and documents enquiries/complaints from taxpayers via call transfer from call agent, regarding taxpayers' accounts, to ensure taxpayer's satisfaction and conformity with legislation, policies and procedures and to make recommendations to management for call agent training as part of the complaint resolution process.
- Provides call centre agents with technical assistance pertaining to the collection of accounts receivable.
- Provides weekly reports to management tabulating the results of specialty workloads, as these results relate to the arrangement of accounts receivable within established parameters.
- Develops and maintains various training manuals and reference materials used by call centre agents and provide on-the-job and classroom training to meet the agents' needs, as identified by management.
DMCC Call Centre Agent
Canada Revenue Agency
06.2023 - 05.2024
- June 2023: Personal income tax workload
- October 2023: Business income tax workload
- October 2023: Peer to Peer coaching for personal income tax workload
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Committed to delivering excellent customer service while working in a fast-paced environment
- Participated in ongoing training to enhance own job skills and knowledge
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Bachelor Degree - Individualized Studies
University of Moncton
05.2022
Skills
- Interpersonal skills
- Goal-oriented mindset
- Adaptability and flexibility
- Organizational skills
- Active Listening
- Problem-solving skills
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
DMCC Quality Support Agent
Canada Revenue Agency
05.2024 - Current
DMCC Call Centre Agent
Canada Revenue Agency
06.2023 - 05.2024
Bachelor Degree - Individualized Studies
University of Moncton
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