Summary
Work History
Education
Skills
Certification
Technical Tools
Languages
Timeline
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KATHRYN ANN CHUA

KATHRYN ANN CHUA

Customer Service Tax Specialist
Cold Lake,AB

Summary

Organized and highly motivated Client-focused Customer Success Specialist with 10+ years of experience across SaaS, financial software, and enterprise platforms. Proven ability to manage client intake, guide onboarding processes, and maintain high satisfaction levels through clear, proactive communication. Adept at coordinating with internal teams to meet client expectations and delivering customized solutions that drive retention and value. Strong background in financial systems (SAP, tax platforms), CRM tools, and customer journey mapping.

Work History

Customer Service Tax Specialist

Working Solutions TurboTax Canada
01.2025 - 04.2025
  • Supported new and returning clients with onboarding into updated tax software systems.
  • Explained complex tax concepts in accessible language and increased platform confidence.
  • Collaborated with technical teams on escalations, ensuring timely client communication.
  • Maintained high satisfaction scores through personalized support across chat, video, and phone.
  • Working Solutions / Intuit Canada – Remote
  • Collaborated with cross-functional teams to ensure seamless communication and coordination on tax-related matters.

Customer Service Consultant

SaaS & Mobile Apps
04.2020 - 10.2024
  • Onboarded new SaaS and mobile app users, ensuring a smooth and intuitive setup experience.
  • Delivered custom walkthroughs and resolved setup issues to reduce churn and drop-offs.
  • Monitored user health and engagement, providing proactive outreach to drive adoption.
  • Managed customer escalations when necessary, ensuring the appropriate level of attention was provided for a resolution.

Sales & Client Relations Representative

The Brick
08.2019 - 03.2020
  • Delivered exceptional customer service through active listening and tailored communication strategies.
  • Guided clients through product selection, purchase, and after-sales support.
  • Answered product inquiries with up-to-date knowledge of promotions and offerings.
  • Processed orders and resolved customer questions in person, via email, and over the phone.
  • Built lasting client relationships through proactive follow-up and solution-oriented service.

Order Management Planner

Meadow Lake Mechanical Pulp Mill
02.2019 - 07.2019
  • Optimized inventory control, reducing waste and improving costefficiency.
  • Worked directly with production personnel to resolve production scheduling issues and conflicts.
  • Prepared reports and to communicate findings and recommendations to decision-makers.

Process Architect – B2B Onboarding

Collabera / ServiceSource International
04.2018 - 07.2018
  • Collaborated with clients to develop customized architectural solutions, meeting their unique needs and preferences.
  • Created detailed process maps to visualise customer journeys and identify efficiency gains.
  • Authored SOPs to streamline hand-offs across support, success, and operations teams.

Customer Program Project Manager

Hewlett Packard Enterprise / DXC Technology
04.2015 - 06.2017
  • Managed procurement, billing, delivery, and asset data accuracy across operations.
  • Coordinated maintenance schedules, licensing agreements, and precise asset reporting.
  • Partnered with technical teams to support programs, cost proposals, and stakeholder objectives.
  • Bridged procurement, billing, technical, and service delivery functions for seamless execution.
  • Elevated customer satisfaction by anticipating needs, resolving issues, and exceeding expectations.

High Severity Incident Manager

Hewlett Packard Enterprise / DXC Technology
03.2014 - 04.2015
  • Led end-to-end incident management, restoring services quickly and minimizing impact.
  • Analyzed workflows, set daily priorities, and coordinated high-priority incident response.
  • Provided IT infrastructure lifecycle support, server administration, and ongoing asset monitoring.
  • Built strong cross-department relationships to enable seamless collaboration under pressure.

Education

Bachelor of Science in Business Administration - Computer Applications

De La Salle – College of Saint Benilde
04-2006

Skills

  • Client Intake & Proposal Management
  • SaaS & Financial Systems Support (TurboTax, SAP)
  • Cross-Functional Collaboration
  • B2B Customer Engagement & Retention
  • CRM Tools (Salesforce, ServiceNow, Zendesk)
  • Client Communication (Phone, Chat, Email)
  • Technical Troubleshooting & User Enablement
  • Customer Journey & Onboarding Workflow Design
  • Customer Relationship and Management and Customer Service

Certification

  • PMP PDUs – Project Management Fundamentals (2023)
  • Lean Six Sigma – Process Optimization (2023)
  • ITIL Foundation – IT Service Management (2015)

Technical Tools

  • ERP/Finance: SAP, TurboTax, Order Management System
  • CRM/MDM: Salesforce, Zendesk, ServiceNow
  • Communication: Zoom, MS Teams, Webex, Slack
  • Productivity: Excel, Google Sheets, Internal Dashboards

Languages

English
Bilingual or Proficient (C2)

Timeline

Customer Service Tax Specialist

Working Solutions TurboTax Canada
01.2025 - 04.2025

Customer Service Consultant

SaaS & Mobile Apps
04.2020 - 10.2024

Sales & Client Relations Representative

The Brick
08.2019 - 03.2020

Order Management Planner

Meadow Lake Mechanical Pulp Mill
02.2019 - 07.2019

Process Architect – B2B Onboarding

Collabera / ServiceSource International
04.2018 - 07.2018

Customer Program Project Manager

Hewlett Packard Enterprise / DXC Technology
04.2015 - 06.2017

High Severity Incident Manager

Hewlett Packard Enterprise / DXC Technology
03.2014 - 04.2015

Bachelor of Science in Business Administration - Computer Applications

De La Salle – College of Saint Benilde

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KATHRYN ANN CHUACustomer Service Tax Specialist