Accomplished professional with a proven track record at Canada Revenue Agency, adept in multitasking and organization, and excelling in stress tolerance. Demonstrated ability to enhance customer satisfaction and meet performance goals through effective complaint handling and meticulous attention to detail. Skilled in both team collaboration and independent work, consistently achieving key performance indicators with a strong work ethic.
Hi, I’m
Sharmin Zafar
Toronto,ON
Summary
Overview
10
years of professional experience
Work History
Canada Revenue Agency
Taxpayer Service Agent
10.2022 - Current
Job overview
- Showcased adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Demonstrated effective use of quality call process techniques, ensuring clear and concise oral and written communication tailored to the audience.
- Exhibited the ability to exercise sound judgment, tact, and diplomacy when managing confidential and sensitive information.
- Capable of working independently with minimal supervision and collaborating effectively as part of a team.
- Proficient in keyboarding and proofreading, consistently prioritizing accuracy and meticulous attention to detail.
- Achieved key performance indicators by consistently meeting established targets and utilizing appropriate Automated Call Distribution (ACD) states
- Utilized referencing tools, internal and external resources and CRA systems efficiently to deliver high-quality results, escalating when necessary
- Proven ability to multi-task with large amounts of data, involving research, evaluation, documentation, and reporting, all while navigating multiple applications and computer screens.
Access Storage
Assistant Manager
04.2019 - 10.2022
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Increased sales through effective merchandising strategies and targeted promotions.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Incepta Pharmaceuticals
Senior Brand Executive
06.2015 - 06.2018
Job overview
- Developed & implemented business plan and executed corrective actions as per market feedback.
- Generated quarterly reports based on IMS of assigned portfolio.
- Conducted different types of marketing campaigns by designing compelling promotional materials in order to enhance brand equity
- Forecasted product demand based on customers’ demand and market trend.
- · Maintained weekly sales reports of portfolio and communicated with sales team.
Education
University of DhakaDhaka, Bangladesh
Masters in Pharmaceutical Chemistry(WES Certified) from Pharmacy
04-2015
University Overview
University of DhakaDhaka, Bangladesh
Bachelor of Pharmacy (WES Certified) from Pharmacy
01-2014
University Overview
Skills
- Patience and calmness
- Stress tolerance
- Complaint handling
- Strong work ethic
- Attention to detail
- Multitasking and organization
- Listening skills
- Performance goals
- Documentation and reporting
- Workflow management
- Call center operations
Languages
English
Full Professional
Hindi
Elementary
Timeline
Taxpayer Service Agent
Canada Revenue Agency
10.2022 - Current
Assistant Manager
Access Storage
04.2019 - 10.2022
Senior Brand Executive
Incepta Pharmaceuticals
06.2015 - 06.2018
University of Dhaka
Masters in Pharmaceutical Chemistry(WES Certified) from Pharmacy
University of Dhaka
Bachelor of Pharmacy (WES Certified) from Pharmacy
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