Nnenne Nwankwo
Edmonton,AB
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
4
4
years of professional experience
Work History
Taxpayer Services Agent
Canada Revenue Agency
10.2022 - Current
- Conducted thorough research into complex tax issues to provide accurate information and resolutions for taxpayers.
- Assisted taxpayers in navigating online resources, increasing self-service usage rates and reducing call volumes.
- Served as a mentor for new hires, sharing knowledge and expertise to help them succeed in their roles.
- Educated taxpayers on available payment options and helped them establish suitable payment plans based on their financial situations.
- Reduced response times for taxpayer inquiries through effective case management and prioritization.
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines and privacy regulations at all times.
- Worked closely with other departments to resolve taxpayer disputes quickly and efficiently, resulting in fewer escalated cases.
- Developed positive rapport with taxpayers through empathetic listening and clear communication, contributing to a high level of customer satisfaction.
- Managed high volumes of inbound calls, consistently meeting performance targets while maintaining quality service standards.
- Provided support during peak tax season by working extended hours as needed, ensuring all taxpayer inquiries were addressed promptly.
Supervisor
Tim Hortons
07.2020 - 10.2022
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Solicited customer feedback to identify and improve on areas of weakness.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Boosted team performance by developing customer service training materials and conducting service training.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Education
MBA -
Thompson River University
Kamloops, BC06.2022
Bachelor of Arts - English Language And Literature
Nile University of Nigeria
Abuja06.2018
Skills
- Tax law knowledge
- Accounting Principles
- Recruitment
- Candidate Sourcing
- Cross-cultural sensitivity
- Tax Software Familiarity
- Problem-Solving
- Risk Mitigation
- Interpersonal Skills
- Call Center Customer Service
- Critical Thinking
- Payroll Administration
- Personnel file management
- New Hire Orientation
Languages
English
Full Professional
Timeline
Taxpayer Services Agent
Canada Revenue Agency
10.2022 - Current
Supervisor
Tim Hortons
07.2020 - 10.2022
MBA -
Thompson River University
Bachelor of Arts - English Language And Literature
Nile University of Nigeria
Similar Profiles
Sumair KhattakSumair Khattak
Identity Protection Services Officer at Canada Revenue Agency - Agence du revenu du CanadaIdentity Protection Services Officer at Canada Revenue Agency - Agence du revenu du Canada
Judy SauveJudy Sauve
Collections Officer at Canada Revenue AgencyCollections Officer at Canada Revenue Agency
Yousef ElsayedYousef Elsayed
Excise Tax Auditor at Canada Revenue AgencyExcise Tax Auditor at Canada Revenue Agency