Oliver C F Brown
Toronto,ON
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Successful Trust Compliance Officer with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Encouraging co-worker and analytical problem-solver with talents for team building, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Trust Compliance Officer
Canada Revenue Agency
01.2018 - 09.2023
- Managed inventory of 150 to 200 taxpayer accounts.
- Cold call taxpayers regarding outstanding tax filing.
- Issue follow up letters to ensure open communication.
- Assess outstanding returns to comply with CRA standards
- Demonstrated adaptability in response to evolving procedural standards.
- Respond to taxpayer inquiries regarding compliance regulations and procedures.
- Respond to incoming calls relating to taxpayer accounts.
- Provided expert guidance on complex regulatory matters, enabling informed decision-making within agency regulations.
- Managed accounts with CRA to maintaining open lines of communication to ensure transparent operations.
- Spearheaded investigations into potential violations, promptly addressing issues to maintain agency standards.
- Maintained compliance database, tracking all compliance activities and documents
Client Services - Business Enquires
Canada Revenue Agency
09.2015 - 01.2018
- Enhanced client satisfaction by promptly addressing and resolving concerns through effective communication.
- Respond to incoming calls for Business Enquires of all matters with in CRA.
- Maintained comprehensive records of client interactions, enabling better tracking of service history and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
Client Services - T1 Accounts
Canada Revenue Agency
01.2001 - 09.2015
- Readily addressing and promptly resolving concerns through effective communication.
- Developed strong relationships with clients by providing exceptional customer support and maintaining open lines of communication
- Handled escalating cases professionally while maintaining composure under pressure situations, demonstrating excellent problem-solving abilities under stressors common in Client Services .
- Helped large volume of taxpayers every day with positive attitude and focus on customer satisfaction
- Utilized active listening skills to identify taxpayer needs and provide appropriate solutions
- Responded to taxpayer calls to answer questions about CRA products and services
- Educated taxpayers on account services and resolved client inquiries regarding statement information and account balances
Education
Civil Engineering
Seneca College of Applied Arts And Technology
North York, ONSkills
- Account Updates
- Account Management
- Problem-solving abilities
- Attention to detail
- Client relationship building
- Empathy and understanding
- Customer service focus
- Active listening
- Exceptional communication
- Client Relations
Languages
English
Full Professional
Timeline
Trust Compliance Officer
Canada Revenue Agency
01.2018 - 09.2023
Client Services - Business Enquires
Canada Revenue Agency
09.2015 - 01.2018
Client Services - T1 Accounts
Canada Revenue Agency
01.2001 - 09.2015
Civil Engineering
Seneca College of Applied Arts And Technology
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