Looking for a job

Marinela Carvalho-Fonseca

@marinelacarvalho-fon

Message

Customer service representative at CRA, answering tax enquiries and supporting taxpayers through agency programs.

Canada

Message

What I'm looking for

I'm seeking a position as a Customer Service Representative.

At CRA, I answer enquiries about tax matters, CRA-administered programs, and related accounts through the Business Enquiry Contact Centre. I also educate taxpayers about available services.

As an Acting Team Leader at CRA, I monitored team activities and performance, evaluated service quality, and handled complex cases involving sensitive issues.

Earlier, I worked in customer service at Finastra and supported clients through counselling, case management, and referrals to community services.

Experience

Work history, roles, and key accomplishments

Current

SP-04 Support Queue/Chat Support Agent

Current

Canada Revenue Agency

Dec 2019 - Present (6 years 10 months)

Provides information to individuals, trusts, businesses or their representatives on tax matters and related programs administered by the Agency to support program delivery and foster voluntary compliance.

Customer Service Tax Communication Skills Microsoft Office

Team Leader

Canada Revenue Agency

Nov 2021 - Nov 2022 (1 year)

Led, directed, facilitated and monitored the activities of the team to meet established objectives. Defined and monitored the team's program goals, operational priorities and performance expectations.

Leadership Team Management Performance Evaluation Employee Relations Communication Skills