SANDRA MERCER
St. John’s,NL
Overview
13
13
years of professional experience
Work History
Tax Payer Service Agent
Canada Revenue Agency
01.2024 - Current
- Respond to questions from filers regarding submission and processing of returns, confirming returns to be processed
- Examine, process, and handle files or requests from taxpayers and their representatives
- Accept, review and analyze information returns, inquiries and reports to take corrective actions to address issues, including account or statement updates
- Gather data from and communicate information to taxpayers and their representatives via telephone
- Analyze, rectify, and update diverse computer systems
- Assess and guide inquiries.
Sterile Supply Technician
Eastern Health
St. John’s, NL
01.2012 - 01.2024
Food Service Worker 1
Eastern Health
St. John’s, NL
01.2011 - 01.2012
NOP Auditor
Convergys Corporation
St. John’s, NL
- Responsible for auditing all processing done by the Net Overpayments team including Pay corrections, Payroll deductions, or an update to employee’s earnings
- Reviews work processed through PeopleSoft (web – based system), and cases in Customer management database
- Maintains Audit spreadsheet and applies guidelines
- Experience with Microsoft Excel & databases
- Responsible for passing audits and information to team supervisor as required for the Net Overpayments agent’s scorecards
- Organizes Audit spreadsheet for the Net Overpayments Teams scorecard
- Auditing with compliance to accurate information and auditing process guidelines
- Meets Deadlines
- Maintains address/mail labels
- Mails information to employees in the US.
Customer Service phone agent (GE Employees – US)
Convergys Corporation
St. John’s, NL
- Assisted with payroll calls – answered inquiries regarding US payroll, taxes.
NOP Mailbox organizer
Convergys Corporation
St. John’s, NL
- Responds to emails concerning questions and inquires about employees overpayments
- Works directly with GE’s Human Resource Representatives and the GE businesses to process
- Requests overpayment letters, set up Payroll deductions pertaining to overpayment) requests, revises overpayment letters, and requesting updates to the GE scorecards
- Interacts daily with GE businesses, and forwards cases to the Payroll India overpayments team
- Distributes cases that originate to the Net Overpayments provider group.
Education
Lean Program (Time Management) -
Eastern Health
01.2015
Sterile Supply Technician -
CNA
01.2011
Medical Terminology 1 & 2 -
Keyin College
01.2011
General Studies -
Memorial University of Newfoundland
01.2006
Relationship Development Intervention -
Memorial University of Newfoundland
01.2006
Applied Behavior Analysis -
Health Community Service
01.2006
Skills
- Experienced operating computers (Microsoft Office)
- Medical Terminology 1 & 2 Certificates
- Several years experience working in the fields of manufacturing and customer service
- Works well both independently and/or as a team member
- Has a positive attitude and persistence to get the job done
- Always maintains a friendly and professional demeanor
- Responsible, efficient, and punctual
Volunteer Experience
- 2003, 2006, Autism Society, St. John’s, NL
- 2004, Kindergarten Room, St. Peter’s School, Mount Pearl, NL
- 1999, 2001, Parent Building, Daybreak Daycare, St. John’s, NL
References
- Janet King, MDR Department Supervisor, Health Sciences Centre, (709) 682-6322
- Andrea Pretty, Patient Care Coordinator, Health Sciences Centre, (709) 777-7187
Timeline
Tax Payer Service Agent
Canada Revenue Agency
01.2024 - Current
Sterile Supply Technician
Eastern Health
01.2012 - 01.2024
Food Service Worker 1
Eastern Health
01.2011 - 01.2012
NOP Auditor
Convergys Corporation
Customer Service phone agent (GE Employees – US)
Convergys Corporation
NOP Mailbox organizer
Convergys Corporation
Lean Program (Time Management) -
Eastern Health
Sterile Supply Technician -
CNA
Medical Terminology 1 & 2 -
Keyin College
General Studies -
Memorial University of Newfoundland
Relationship Development Intervention -
Memorial University of Newfoundland
Applied Behavior Analysis -
Health Community Service
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