Mahmuda Islam
Hamilton
Summary
Detail-oriented operations and customer service professional with over 5 years of experience across government, manufacturing, and marketing sectors. Proven track record of exceeding KPIs through strong organizational skills, technical proficiency, and a customer-focused approach.
Overview
6
6
years of professional experience
1
1
Certification
Work History
TAXPAYER SERVICE AGENT (CONTRACT)
Canada Revenue Agency
09.2022 - 08.2025
- Providing support and services to taxpayers over the telephone in response to enquiries concerning the filing and processing of Individual Tax Returns while maintaining confidentiality and discretion
- Educating taxpayers on electronic filing, payment methods and CRA online services to improve self-service and reduce future inquiries
- Training and mentoring junior agents by providing guidance on CRA procedures, quality standards and technical resource
- Serving as a liaison between taxpayers and program areas during targeted campaigns such as Benefit Validation Reviews, CERB repayment support
- Effectively utilizing various system applications to manage data, perform research, analyse information and resolve inquiries, issues and requests from taxpayers, including the reconciliation of payments
SALES COORDINATOR
Newmar Windows manufacturing Inc
04.2021 - 08.2022
- Provided customer service through various forms of communication including: outbound & inbound calls, online chat on Olark, and walk-in visits
- Reviewed architectural and CAD drawings to prepare accurate quotations, delivering 85% of estimates within 3 business days
- Provided administrative support to the sales team, which included reviewing contracts, scheduling appointments, processing payments, and creating customer profile on CRM system
- Generated weekly shipping schedules by coordinating with shipping and production team contributing to 90% on-time delivery rate
- Provided frontline communication and customer service, acting as a primary point of contact for internal and external stakeholders and onboarding of new staff.
MARKETING INTERN
Rooks to Cooks
09.2019 - 12.2019
- Supported marketing initiatives by assisting in the planning and execution of campaigns for seasonal events and culinary programs
- Created and scheduled social media content across platforms including Instagram, Facebook, and Twitter to engage followers and increase brand visibility
- Developed weekly blog content to drive SEO traffic and promote brand messaging
- Upselling to existing customers, to build a reoccurring revenue stream
- Assisted in coordinating customer communications and marketing outreach to support enrolment and event participation
Education
Post Graduate Diploma - Global Business Management
Humber Institute of Technology and Advanced Learning
01.2020
BBA - Business Administration
North South University
01.2015
Skills
- Excellent written, verbal communication and presentation skills
- 5 years of experience working with MS Office Suite, including Word, PowerPoint, and Excel
- Proficient with Google Workspace, Zoom, Olark and Slack
- Completed Salesforce certified associate course
- Extensive experience and proficient with CRM, ERP, and Order management systems
- Can work efficiently and accurately independently and in a team environment
- Excellent organizational and coordination skills
- Excellent problem-solving and analytical skills
- Experienced with managing Confidential records management, including for public sector employers
Certification
- The Complete Digital Marketing Course
- Salesforce for Admins
Timeline
TAXPAYER SERVICE AGENT (CONTRACT)
Canada Revenue Agency
09.2022 - 08.2025
SALES COORDINATOR
Newmar Windows manufacturing Inc
04.2021 - 08.2022
MARKETING INTERN
Rooks to Cooks
09.2019 - 12.2019
BBA - Business Administration
North South University
Post Graduate Diploma - Global Business Management
Humber Institute of Technology and Advanced Learning
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