Overview
Work History
Education
Skills
Timeline
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Md Minhaz Ur Rahman

Calgary,AB

Overview

5
5
years of professional experience

Work History

Collections Officer

Canada Revenue Agency (CRA)
06.2023 - Current
  • Spearheaded outreach campaigns to individuals with outstanding COVID benefit debts, securing over 1,500+ overdue payment arrangements and significantly improving collection rates.
  • Conducted in-depth financial assessments to evaluate taxpayer solvency and recommend tailored collection strategies, balancing compliance with compassion.
  • Successfully executed legal enforcement actions including wage garnishments and bank seizures, recovering substantial public funds while maintaining procedural fairness.
  • Delivered clear guidance on Canadian tax law, helping hundreds of taxpayers understand their rights and obligations, leading to increased voluntary compliance.
  • Accurately maintained precise, audit-ready documentation of collection activities and contributed data to management reporting and case reviews.

Taxpayer Services Agent

Canada Revenue Agency
01.2023 - 06.2023
  • Provided timely and accurate support to over 1,000 taxpayers via phone and digital channels, resolving inquiries related to tax returns, benefits, and account balances.
  • Identified and corrected complex account discrepancies, improving taxpayer satisfaction and operational efficiency.
  • Guided individuals through payment options and government support programs, helping vulnerable Canadians meet their financial obligations.
  • Consistently exceeded quality benchmarks and service level expectations set by the CRA, earning praise for professionalism and empathy.
  • Maintained comprehensive interaction records in alignment with agency protocols and compliance standards.

Team Leader

24-7 Intouch
08.2020 - 12.2022
  • Managed and mentored a high-performing team of technical support specialists for Apple products, achieving a consistent 95%+ customer satisfaction score.
  • Diagnosed and resolved complex hardware, software, and network issues, reducing average call handling time by 20% through efficient problem-solving protocols.
  • Developed and implemented performance dashboards, enabling real-time monitoring and boosting agent productivity by 15% within six months.
  • Fostered a collaborative team culture, leading to a 40% reduction in escalations and enhanced first-call resolution.

Operations Specialist

SkipTheDishes
02.2020 - 08.2020
  • Delivered real-time support to couriers and customers across multiple channels (phone, chat, email), consistently maintaining a 97% issue resolution rate.
  • Troubleshot app-related problems and guided couriers step-by-step, ensuring seamless deliveries across Winnipeg’s busiest zones.
  • Acted as a mediator in high-stakes disputes between couriers, restaurants, and customers, successfully resolving 95% of cases without escalation.
  • Monitored live delivery operations and coordinated with logistics to prevent delays, directly contributing to a 20% reduction in late deliveries.

Education

Bachelor of Arts - Economics, Business Management

University of Manitoba
02.2020

Skills

  • Legal Collections & Enforcement
  • Garnishee Summons / CRA Set-Off
  • Financial Assessment & Solvency Review
  • Audit-Ready Documentation & Case Management
  • Client-Centered Communication
  • Court Filing Preparation & Legal Correspondence
  • Microsoft Office (Excel, Word, Outlook, PowerPoint)
  • Experience with internal government platforms similar to SAM & PeopleSoft

Timeline

Collections Officer

Canada Revenue Agency (CRA)
06.2023 - Current

Taxpayer Services Agent

Canada Revenue Agency
01.2023 - 06.2023

Team Leader

24-7 Intouch
08.2020 - 12.2022

Operations Specialist

SkipTheDishes
02.2020 - 08.2020

Bachelor of Arts - Economics, Business Management

University of Manitoba

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Md Minhaz Ur Rahman