Jeannie Podolsky
Narol,MB
Summary
I am a highly-motivated employee with a desire to take on new challenges. I have a strong worth ethic, am adaptable to quickly changing situations and I have exceptional interpersonal skills. I can work effectively unsupervised and I am a quick learner. I am also a multitasker and have excellent time management skills as I take on many initiatives at the same time and am able to meet all deadlines on time. I work well under pressure which can be seen from the various committees I am involved in and I am highly involved in making sure my team is successful in what they do as I provide them with mentoring and guidance. I am seeking to grow into a senior management position within the Canada Revenue Agency as I feel my skills would be beneficial to a senior management position.
Overview
10
10
years of professional experience
Work History
ROCCO
Canada Revenue Agency
Winnipeg, Manitoba
12.2019 - Current
- Reviewed collection officers work that they complete.
- Provided training assistance to collection officers on how to effectively work their taxpayer accounts.
- Prepared training material and facilitated numerous courses for collection officers.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to collection of taxpayer accounts.
- Demonstrated leadership by making improvements to work processes and helping to train others while being a part of the DAC 2 Refinement Plan.
- Maintained updated knowledge through continuing education and advanced training which in turn I would train the collection officers to be effective collectors.
- Displayed strong telephone etiquette, effectively handling difficult calls from taxpayers.
- Motivated and encouraged team members to communicate with each other to help work their accounts.
- Collaborated with others to discuss new opportunities and offer assistance to other Rocco's and team leaders.
- Recognized by management for providing exceptional customer service.
Team Leader
Canada Revenue Agency
Winnipeg, Manitoba
01.2021 - 12.2023
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established CRA policies and procedures.
- Established clear expectations for employees, and providing guidance when needed.
- Held staff meetings to discuss new initiatives, provide budget information, discuss issues, and brainstorm solutions amongst the team.
- Analyzed data from various sources to identify areas of improvement within the team
- Liaised with other departments to ensure taxpayers requests have been handled.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved taxpayer complaints in an effective manner while maintaining a high level of customer service.
- Implemented changes in response to CRA's changing business needs or taxpayer demands.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize team productivity.
- Motivated and empowered team members to build taxpayer satisfaction and loyalty to support retention and growth within the team.
- Reviewed completed work to verify consistency, quality and accuracy.
- Assigned projects and distributed tasks to team members as per their area of expertise and also distributed tasks to team members who did not have the expertise required, but it was a learning opportunity for them to grow.
- Liaised with other team leader to coordinate tasks and activities within department.
- Interviewed potential new team members.
- Maintained positive working relationship with fellow staff and management.
- Displayed strong telephone etiquette, effectively handling difficult calls with taxpayers.
- Tracked project schedules and encouraged teams to complete tasks on time.
- Worked closely with senior management to support employee management and organizational planning.
- Worked closely with labour relations in regards to team members who are on an accommodation plan.
- Worked closely with labour relations in regard to team members who were put on a performance improvement plan.
SP5 Collections Officer
Canada Revenue
Winnipeg, Manitoba
11.2015 - 11.2019
- Collected delinquent accounts by contacting taxpayers by phone, and mail.
- Analyzed taxpayer financial situations to negotiate payment plans.
- Documented collection activities in taxpayer accounts by using the internal computer system.
- Reviewed credit reports to identify potential risks and develop strategies for successful collections.
- Researched account histories to determine appropriate actions to take.
- Maintained accurate records of all collection activity in accordance with CRA policy.
- Performed skip tracing activities to locate taxpayers.
- Prepared legal documents pertaining to collections such as affidavits, and liens.
- Managed multiple accounts simultaneously while meeting established CRA deadlines.
- Developed relationships with taxpayers to facilitate successful resolution of accounts.
- Advised taxpayers on available options when they were unable to make full payments.
- Communicated effectively both verbally and in writing with external parties such as accountants and authorized representatives who were involved in the collection process.
- Attended training sessions on relevant topics related to collections practices and procedures.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult taxpayers.
- Investigated and solved problems with payments, account updates and any other concerns the taxpayer had.
- Negotiated payment arrangements.
- Educated taxpayers regarding actions and strategies to repay their debt.
- Handled seizures of real and personal property and foreclosure processes when warranted.
- Oversaw settlement, discharge and sale of repossessed items and buildings.
- Attended on field calls and trained other collection officers on field calls to obtain compliance from taxpayers.
SP 4 Contact Collections Officer
Canada Revenue Agency
Winnipeg, Manitoba
10.2013 - 10.2015
- Collected delinquent accounts by contacting taxpayers by phone, and mail.
- Analyzed taxpayer financial situations to negotiate payment arrangements.
- Issued garnishments and placed liens against assets
- Documented collection activities in taxpayer accounts by utilizing the internal computer system.
- Maintained accurate records of all collection activity in accordance with CRA policy.
- Managed multiple accounts simultaneously while meeting CRA established deadlines.
Education
Diploma - Legal Assistant
Herzing Career College
Winnipeg, MB06.1998
Skills
- Task Prioritization
- Analytical Thinking
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Supervision and Leadership
- Team Management
- Conflict Resolution
- Self-Directed
- Networking
- Collaboration
- Analytical and Critical Thinking
- Time Management
Affiliations
- I love to garden, do Sudoku puzzles and spend time with my family and dogs.
- Another passion is volunteering with the Siloam Mission to help those less fortunate
Accomplishments
- 2022 YPN Case Competition - CRA - won this competition with my team and created Let's Chat which was an initiative to bring employees together virtually across the western region to chat about whatever they wanted to whether work or personal. This initiative was supported by the WTSO director, Karen Morrow and rolled out to the western region. During this competition I worked with 4 others employees from different offices to create Let's Chat on a short deadline (3 days) to create this document that we would present to a panel of judges. We eventually made it to the final competition and won the event.
Timeline
Team Leader
Canada Revenue Agency
01.2021 - 12.2023
ROCCO
Canada Revenue Agency
12.2019 - Current
SP5 Collections Officer
Canada Revenue
11.2015 - 11.2019
SP 4 Contact Collections Officer
Canada Revenue Agency
10.2013 - 10.2015
Diploma - Legal Assistant
Herzing Career College
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