LIANG YU LIN
Surrey,Canada
Summary
Professional with strong background in financial collections and debt recovery. Proven ability to manage accounts, negotiate settlements, and ensure timely payments. Skilled in using collection software and maintaining compliance with regulations. Conscious of data protection and confidentiality requirements and well-versed in conflict management and solution-driven approaches. Known for effective teamwork, adaptability, and delivering results in high-pressure environments.
Overview
4
4
years of professional experience
Work History
SP-04 COLLECTIONS OFFICER
Canada Revenue Agency
11.2023 - Current
- Collected over $3.3 million of outstanding tax arrears and resolved over 300 personal income tax accounts;
- Complete financial budget analysis with taxpayers to determine their ability to pay and arrange payment plans;
- Maintain accurate records of activities through tracking tool and account summaries;
- Conduct searches and analyses to determine the need to certify debt and take appropriate legal actions;
- Attend bi-weekly team meetings to communicate concerns and present information to the team leader for discussion
SP-04 QUALITY ASSURANCE AGENT
Canada Revenue Agency
02.2023 - 11.2023
- Provide support to call centre agents and resolve requests or questions related to T1/T2/GST/PAYDAC accounts through email, phone, and Microsoft Teams chat;
- Complete weekly account reviews to identify potential areas of improvement and provide detailed feedback to call centre agents;
- Provide coaching and training sessions to newly joined call centre agents;
- Attend weekly team meetings to update procedural changes and discuss complex issues for solutions;
- Demonstrate professional customer service skills to resolve taxpayer complaints in a timely manner
SP-03 CALL CENTRE AGENT
Canada Revenue Agency
07.2021 - 02.2023
- Assist taxpayers by arranging payment arrangements to pay the outstanding balances for T1/T2/GST/Payroll accounts;
- Take notes of detailed information during the conversation with taxpayers with high accuracy on the account file and take proper actions to dispose the account;
- Provide professional service and explain general information or methods of payments to taxpayers during the COVID-19 pandemic;
- Inform taxpayers over outbound phone calls of their individual debts owing on T1/T2/GST/Payroll accounts and compliance status with not filed to date tax returns;
- Write clean and concise diary notes for the next assigned agents to review.
WEB MANAGEMENT SPECIALIST
Peace360 Initiative
04.2021 - 06.2021
- Increased usability by redesigning and applying UX knowledge to create a user-centered web design;
- Design layout and create the functionality of sending mails through the contact us page;
- Improve the load time speed of the website and increase SEO by entering keywords
Education
Bachelor of Science - Interactive Arts And Technology
Simon Fraser University
Burnaby, BC12-2020
Skills
- Ability to work under pressure in a fast-paced environment;
- Detail oriented, responsible, excellent time managing and organized
- Expert in Microsoft Offices products (Words, Excel, PowerPoint)
- 75 wpm typing with a high degree of accuracy
- Conduct financial analysis, credit bureau reports, and asset searches
- Review legal documentation and take appropriate actions
Languages
English
Chinese (Mandarin)
Timeline
SP-04 COLLECTIONS OFFICER
Canada Revenue Agency
11.2023 - Current
SP-04 QUALITY ASSURANCE AGENT
Canada Revenue Agency
02.2023 - 11.2023
SP-03 CALL CENTRE AGENT
Canada Revenue Agency
07.2021 - 02.2023
WEB MANAGEMENT SPECIALIST
Peace360 Initiative
04.2021 - 06.2021
Bachelor of Science - Interactive Arts And Technology
Simon Fraser University
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