Serge Hermann Eponon
Laval
Summary
Versatile Business Intelligence Strategist with background in Project Management. Successfully executed diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills.
Overview
6
6
years of professional experience
Work History
Project Coordinator
Canada Revenue Agency
08.2023 - Current
- Coordinated training project activities for the Quebec Region Finance and Administration Department.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Kept projects on schedule by managing deadlines and adjusting workflows.
Senior Taxpayer Service Agent SP-05
Canada Revenue Agency
05.2018 - 08.2023
- Assisted agents in responding inquiries related to federal government family benefits; managed income tax inquiries and adjustments; performed calculations and audits for benefit programs; considered fairness provisions and guidelines.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Assisted in training new team members on company policies, procedures, and best practices for successful integration into the team and achieve 100% customer satisfaction.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
Team Manager MG-03
Canada Revenue Agency
11.2022 - 06.2023
- Coached and developed associates to enhance taxpayer service at a target of close to 100%; secured recognition for high taxpayer satisfaction; resolved escalated service issues; monitored calls for quality improvement.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Education
Graduate Certificate Business Intelligence Strategies - Business Information Technology Management
Université De Sherbrooke Campus De Longueuil
Longueil, Québec04.2021
Business Intelligence Advanced Diploma - Business Intelligence Analytics
Montreal College of Technology
Montreal, QC08.2017
Bachelor of Science Business Administration - Finance And Real Estate Finance
California State University Northridge College of Business And Economics
Northridge, California12.2010
Skills
- Word, Excel, Power Point, Presentation skills, Project Management
- BI Technologies (Talend, Power BI, DAX, Tableau, SSIS, SSAS, SSRS)
- ETL and data warehousing tools
- Ability to work with multiple sources in order to perform quality assessment and integrate data according to analysis needs
- Skilled at developing data pipelines in order to extract, transform and load (ETL) data into data warehouse and design the mapping
- Data mining, text mining, data modelling, forecasting, Trend analysis, Geo-spatial data analysis
- Language: French and English
- Interpersonal skills, people skills, work ethic
- Problem-Solving
- Project Coordination
- Time Management
- Detail Oriented
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Project Coordinator
Canada Revenue Agency
08.2023 - Current
Team Manager MG-03
Canada Revenue Agency
11.2022 - 06.2023
Senior Taxpayer Service Agent SP-05
Canada Revenue Agency
05.2018 - 08.2023
Graduate Certificate Business Intelligence Strategies - Business Information Technology Management
Université De Sherbrooke Campus De Longueuil
Business Intelligence Advanced Diploma - Business Intelligence Analytics
Montreal College of Technology
Bachelor of Science Business Administration - Finance And Real Estate Finance
California State University Northridge College of Business And Economics
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
Kumar TusharKumar Tushar
Error Examiner at Canada Revenue Agency - Agence du revenu du CanadaError Examiner at Canada Revenue Agency - Agence du revenu du Canada
Gino VaillancourtGino Vaillancourt
Assistant Director, Facilities Management Services at Canada Revenue Agency - Agence du revenu du CanadaAssistant Director, Facilities Management Services at Canada Revenue Agency - Agence du revenu du Canada
Kanika MahajanKanika Mahajan
Taxpayer Agent at Canada Revenue AgencyTaxpayer Agent at Canada Revenue Agency
Tatiana VallejoTatiana Vallejo
Sales and Service Team Leader at Alo YogaSales and Service Team Leader at Alo Yoga