Rajan Kailey
Surrey,BC
Summary
Driven by a results-focused approach, I leveraged my analytical skills at Canada Revenue Agency to enhance scheduling efficiency and data accuracy. Fluent in multiple languages, I excel in high-pressure environments, demonstrated by developing a timesheet calculator adopted across client centers, showcasing my ability to improve processes and foster strong team relationships. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Traffic Coordinator
Canada Revenue Agency
09.2022 - 05.2024
- Responsible for maintaining and modifying Scheduling Templates and Agent’ stats report templates by using VBA programming and MS excel (including but not limited to formulas and functions, VLOOKUP, pivot tables, conditional formatting, Data validation).
- Contributed to developing new timesheet calculator (by using advance excel formals and functions) that has been adopted by Western client call center.
- Scheduling Lead that assisted in data analysis that helped drive scheduling decisions within western client contact center.
- Gathered more than 600 employee’s data to develop quarterly work schedules, enabling proper staffing for each shift. Adjusted schedules as necessary to accommodate operational requirements.
- Developed and maintained master schedule compiler to promote organizational efficiency.
- Maintain detailed documentation of schedule changes, ensuring transparency in all aspects of shift assignments for both employees and management alike.
- Created detailed scheduling training material and trained team members for scheduling. Coordinated training sessions for new hire, to introduce new time off request tool.
- Proactively identified issues and developed quick solutions to promote efficiency.
- Review and analyze daily reports to compare agent hours delivered against forecasted hours of commitment.
- Monitor and update daily slippage (absence and attendance).
- Monitored contact center using Hosted Contact Centre Services (HCCS), Pulse, GAX, WFM platforms.
- Create accurate and timely daily and weekly contact center KPI statistic local management, regional office to meet its goals.
- Provide recommendations regarding additional hours or off-phone requests to Team Leaders and Managers.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Developed strong working relationships with team members and local management through effective scheduling and communication skills.
- Supported team and team leader by creating ad hoc reports, templates and fixing excel formulas and function errors.
- Communicated with managers and Team leaders for their Ad-Hoc report requests.
Taxpayer Services Agent
Canada Revenue Agency
02.2022 - 09.2022
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines and privacy regulations at all times.
- Analyze situations and identify solutions that result in accurate, complete, and timely responses to enquiries.
- Provide explanations and/ or clarifications to taxpayers over telephone in response to enquiries concerning filing and processing of individual tax returns.
- Explain various social programs administered by CRA and make appropriate referrals.
- Perform various calculations on taxpayer's accounts and inform them of findings.
- Research, analyze, interpret, and provide explanations on legislation, related policies and procedures.
Inventory Controller
Lush Fresh Handmade Cosmetics
07.2021 - 02.2022
- Set up inventory control procedures and systems for the department and maintain accurate and up-to-date inventory.
- Responsible for shipping and receiving of purchase order and transfer orders.
- Aid in production planning by compiling and publishing inventory reports and ensuring materials are available by coordinating with warehouse, purchasing and sales staff and other areas of the business to manage inventory levels.
- Identify and resolve discrepancies between inventory records and physical counts.
- Generated stock demand and forecast reports.
- Used inventory management ERP software (Microsoft dynamic AX) and advanced excel to track and analyze inventory trends and performance.
- Conducted periodic cycle counts, worked alongside auditors to answer questions, and facilitate audit.
- Trained staff in relation to inventory best practices within the department.
- Supported new or returning staff as required with onboarding, demonstrations of daily duties and responsibilities while ensuring safety guidelines are being followed.
Administrative Assistant
Focus Mechanical LTD
07.2019 - 07.2021
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Establish work priorities and ensure deadlines are met.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions. Ensure all utilities are being paid in time.
- Scheduled office meetings and client appointments for staff teams.
- Developed and updated spreadsheets and databases to track, analyze, and report on sales data and customer data.
- Prepare and review invoices, reports, intra and intercompany correspondence and other presentations.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
Production Assistant
Lush Fresh Handmade Cosmetics
09.2015 - 07.2021
- Fill pour and press product accurately.
- Pack product and correctly label packages.
- Adhere to company and room policies and best practices for quality, cleanliness and health and safety.
Education
Post-Baccaleurate Diploma - Computer And Information Systems
Douglas College
New Westminster, BC04.2018
Bachelors of Technology - Information Technology
Ramgarhia College Phagwara
India06.2014
Skills
- Excellent communication and leadership abilities
- Highly skilled working in high pressure environment
- Strong interpersonal and multitasking skills
- Analytical mind with strong attention to details
- Outstanding organizing and planning skills
- Problem solving Skills
- Deadline oriented
- Excellent knowledge of data analysis and forecasting methods
Languages
English
Full Professional
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Traffic Coordinator
Canada Revenue Agency
09.2022 - 05.2024
Taxpayer Services Agent
Canada Revenue Agency
02.2022 - 09.2022
Inventory Controller
Lush Fresh Handmade Cosmetics
07.2021 - 02.2022
Administrative Assistant
Focus Mechanical LTD
07.2019 - 07.2021
Production Assistant
Lush Fresh Handmade Cosmetics
09.2015 - 07.2021
Post-Baccaleurate Diploma - Computer And Information Systems
Douglas College
Bachelors of Technology - Information Technology
Ramgarhia College Phagwara
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