MOUSUM DHAR
Customer Service And Sales Specialist
Edmonton,AB
Summary
Adaptable leader with expertise in client service and policy analysis in the insurance industry. Dedicated to professional growth through continuous learning. Pursuing the 'C11 Principles and Practice of Insurance' certification. Demonstrates a strong commitment to continuous professional development. Experience in managing multiple tasks and deadlines with exceptional organizational and time management skills. Passion for learning and drive for new challenges fuel focus on developing and executing strategic plans aligned with organizational objectives. Excels in prioritizing tasks, fostering collaboration, and coaching individuals to achieve personal and company goals, consistently delivering impactful results.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
Work History
Taxpayer Relief Officer
Canada Revenue Agency
Edmonton, AB
04.2023 - 03.2024
- Autonomously investigated and provided high-level customer service to taxpayers by addressing inquiries, resolving complex tax issues, and offering payment and compliance solutions
- Contact taxpayers, representatives, and third parties to gather information, negotiate payment arrangements and address compliance concerns
- Address taxpayer inquiries and complaints promptly and professionally under strict administrative regulations
- Handled each claim with a personalized approach, treating every case as unique in accordance with its specific nature and circumstances
- Initiate and follow through with all legal actions until completion in accordance with internal policies and procedures to collect or encumber assets to safeguard the organizational interests
- Direct accounts within the agency or to external parties as needed
- Drafted and distributed decision letters to the clients and their authorized representatives, ensuring clarity and compliance with organizational standards
- Proactively addressed any inquiries from clients pertaining to the decision letter
- Agility to work as a team with people from diverse professional backgrounds
- Ability to work on multiple projects simultaneously under strict compliance and education/training to back it
- Strategic thinker in collecting critical findings using defined procedures, rules, and regulations
- Problem solving with analytical report writing explanations and conclusion
- Skilled in identifying key priorities methodologies to achieve organizational standards
- Proficient in Microsoft Excel, PowerPoint, and Word, Data Management Software (MySQL, SAP)
Taxpayer Services Agent
Canada Revenue Agency
10.2022 - 04.2023
- Established myself as a top-performing employee, twice in a row, by delivering exceptional client support, as evaluated by my team leader and management
- Provided detailed explanations and clarification to clients over the telephone regarding the filing and processing of Individual Tax Returns by active listening, followed by probing, to taxpayer's concerns
- Supported customer retention efforts by building rapport and offering tailored solutions to meet individual taxpayer needs
- Managed sensitive taxpayer information and handled requests in accordance with privacy and compliance regulations
- Utilize Agency-approved methods to operate diverse computer applications and systems for data entry, research, analysis, and resolution of taxpayer inquiries and requests, including payment reconciliation
Sales Floor Manager
Visions Electronics
Edmonton, Alberta
07.2020 - 11.2022
- Accumulated multiple awards for consistently exceeding high customer service standards and achieving top sales performance in the region
- Achieved a top 10 ranking as a sales associate within the western region, contributing significantly to the company's sales success
- Provided excellent customer service by ensuring the customer takes priority and answering any questions they have
- Maximizing sales opportunities to achieve store targets
- Maintaining consistent visual merchandising and housekeeping standards at all times
- Assist any queries regarding the store's product, services and claims either in-person, over the phone or by sending emails or fax
- Keeping knowledge up-to-date of all collections, product information, promotions, and rewards programs at all times
- Trained associates for delivering exceptional customer service, fostering diversity, and advocating for inclusivity
- Trained and supported sales force with closing deals.
- Overcame objections and closed sales while following company policies and legal requirements.
- Enhanced store appearance by creating visually appealing displays that attracted customers and increased foot traffic.
President
Mrittika; A Social and Environmental Organization
VP communication
Sylhet Agricultural University
Captain
Royal Bengal Cricket Club
04.2023 - 11.2023
- Engage in competitive cricket within the Edmonton District Cricket League during summer seasons
- As team captain in the 2023 season, led the squad to notable success, securing the runner-up position and facilitating promotion to the Premier division
Student Union Representative
Bangladesh Agricultural University
12.2015 - 04.2016
- Legal and Technical support team
Education
Chartered Insurance Professional (CIP) – In Progre
C11: Principles And Practice of Insurance
01.2025 - Current
Bachelor of Agricultural Science - Major in Crop Science
Sylhet Agricultural University
01.2010 - 01.2014
Master of Science (MSc.) - Agricultural, Food and Nutritional Science
Bangladesh Agricultural University
01.2014 - 01.2016
Skills
- Customer Service Excellence
- Comprehensive Document Assessment
- Account management
- Policy Evaluation
- Regulatory affairs
- Administrative Strategy Development
- Analytic report writing
- Conflict resolution and settlement
Skills
Agility to work as a team with people from diverse professional backgrounds
Ability to work on multiple projects simultaneously under strict compliance and education/training to back it
Strategic thinker in collecting critical findings using defined procedures, rules, and regulations
Problem solving with analytical report writing explanations and conclusion
Skilled in identifying key priorities methodologies to achieve organizational standards
Proficient in Microsoft Excel, PowerPoint, and Word, Data Management Software (MySQL, SAP)
Volunteering Activities
- Student Union Representative, Legal and Technical support team, Bangladesh Agricultural University, 12/01/15 - 04/30/16
- President, Mrittika; A Social and Environmental Organization, Sylhet Agricultural University, Bangladesh
- VP Communication, Sylhet Agricultural University Student Union
- Captain, Royal Bengal Cricket Club, Edmonton, AB, 04/01/23 - 11/30/23, Engaged in competitive cricket within the Edmonton District Cricket League during summer seasons. As team captain in the 2023 season, led the squad to notable success, securing the runner-up position and facilitating promotion to the Premier division.
Timeline
Chartered Insurance Professional (CIP) – In Progre
C11: Principles And Practice of Insurance
01.2025 - Current
Taxpayer Relief Officer
Canada Revenue Agency
04.2023 - 03.2024
Captain
Royal Bengal Cricket Club
04.2023 - 11.2023
Taxpayer Services Agent
Canada Revenue Agency
10.2022 - 04.2023
Sales Floor Manager
Visions Electronics
07.2020 - 11.2022
Student Union Representative
Bangladesh Agricultural University
12.2015 - 04.2016
Master of Science (MSc.) - Agricultural, Food and Nutritional Science
Bangladesh Agricultural University
01.2014 - 01.2016
Bachelor of Agricultural Science - Major in Crop Science
Sylhet Agricultural University
01.2010 - 01.2014
VP communication
Sylhet Agricultural University
President
Mrittika; A Social and Environmental Organization
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