Wayne Shalagan
CRA Contact Centre Agent
252 Mt Brewster Circle SE
Overview
18
18
years of professional experience
14
14
years of post-secondary education
8
8
Certifications
Work History
Canada Revenue Agency (CRA)
SP-04 Contact Centre Agent
Calgary, Alberta
01.2021 - Current
Canada Revenue Agency (CRA)
SU-03 University Undergraduate Program
Calgary, Alberta
01.2018 - 09.2020
- Responded to taxpayer general inquiries
- Gathered information, assessed eligibility, and provided clear, concise, and accurate answers
- Adherence to the Income Tax Act (ITA), local policies and procedures
- Gained valuable interpersonal and problem solving skills
- Utilization of Government software and programs
- Followed CRA code of integrity and professional conduct, including confidentiality protocol
- Initiated contact with tax debtors, regarding collection of outstanding amounts
- Reviewed and analyzed accounts to determine ability to pay, and identify sources of recovery. Initiated appropriate legal action and follow through in accordance with Agency policy and procedures
Mobile Windshield Service
Direct Sales Representative
Calgary, Alberta
01.2017 - 09.2017
Midsun Automotive
Automotive Service Technician
Calgary, Alberta
01.2014 - 01.2016
Mr. Volvo
Automotive Service Technician
Calgary, Alberta
01.2012 - 01.2014
- Involved in all aspects of automotive service
- Primary acting role as lead advanced diagnostic and electrical technician
- Responsible for maintaining and updating diagnostic equipment
- Troubleshooting advanced communication and electrical issues
- Utilizing online data reference and parts inventory software
- Collaborating with dealerships and various global diagnostic companies
Riegel Tuning
Automotive Service Technician
Calgary, Alberta
01.2010 - 01.2012
Rocky Mountain Aircraft
Aircraft Maintenance Engineer
Calgary, Alberta
01.2007 - 01.2010
- Involved in all aspects of aircraft heavy maintenance
- Acting first aid responder
- Trained annually on safety management systems (SMS) protocol
- Performed in project management roles
- Responsible for inspecting & signing off completed jobs
- Travelling to jobs abroad
- Strict adherence to Canadian Aviation Regulations (CARs)
British Antarctic Survey (BAS)
Aircraft Maintenance Engineer
Calgary, Alberta
01.2008 - 01.2009
- Based in Antarctica for the 2008 - 2009 survey season
- Contracted to perform line maintenance operations for the BAS aircraft fleet
Education
Southern Alberta Institute of Technology (SAIT)
Calgary, AB 01.2019 - 12.2025
Southern Alberta Institute of Technology (SAIT)
Calgary, AB 01.2017 - 01.2018
Southern Alberta Institute of Technology (SAIT)
Calgary, AB 01.2010 - 01.2014
Southern Alberta Institute of Technology (SAIT)
Calgary, AB 01.2005 - 01.2007
Skills
Proficient in Microsoft Office Products (MS Excel & MS Word)
Ability to Learn Proprietary Systems and Applications Quickly
Web and Social Skills
Email (MS Exchange, MS Outlook)
Certification
Excellent analytical, creative thinking, and problem solving skills
Interests
Timeline
Canada Revenue Agency (CRA)
SP-04 Contact Centre Agent
01.2021 - Current
Southern Alberta Institute of Technology (SAIT)
01.2019 - 12.2025
Canada Revenue Agency (CRA)
SU-03 University Undergraduate Program
01.2018 - 09.2020
Mobile Windshield Service
Direct Sales Representative
01.2017 - 09.2017
Southern Alberta Institute of Technology (SAIT)
01.2017 - 01.2018
Midsun Automotive
Automotive Service Technician
01.2014 - 01.2016
Mr. Volvo
Automotive Service Technician
01.2012 - 01.2014
Riegel Tuning
Automotive Service Technician
01.2010 - 01.2012
Southern Alberta Institute of Technology (SAIT)
01.2010 - 01.2014
British Antarctic Survey (BAS)
Aircraft Maintenance Engineer
01.2008 - 01.2009
Rocky Mountain Aircraft
Aircraft Maintenance Engineer
01.2007 - 01.2010
Southern Alberta Institute of Technology (SAIT)
01.2005 - 01.2007
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