Open to opportunities

Rumana Tamrin

@rumanatamrin

Message

Dedicated collections officer with expertise in client service and negotiation.

Canada

Message

What I'm looking for

I am seeking a role that values customer-centric service and offers opportunities for professional growth.

I am a results-driven professional with a strong background in customer service and collections. My experience at the Canada Revenue Agency has honed my skills in managing high volumes of service requests, where I successfully collected over $2.4 million in 2024. I pride myself on my ability to educate clients and resolve complex issues effectively, ensuring compliance with tax regulations while maintaining a high level of customer satisfaction.

Previously, I served as the Manager of Customer Experience at TD Bank, where I led a high-performing team and improved branch performance by 43%. My analytical skills and detail-oriented approach allowed me to identify root causes of client issues, leading to enhanced service delivery and increased referrals. I am passionate about continuous learning and development, both for myself and my team, and I strive to create mutually beneficial outcomes in every interaction.

Experience

Work history, roles, and key accomplishments

Collections Officer

Canada Revenue Agency

Dec 2022 - Jun 2025 (2 years 6 months)

Provided exceptional client service via telephone, effectively addressing inquiries, educating and resolving issues related to GST/HST, Payroll, Corporation Tax, and Individual/Business tax collection cases. Successfully managed high volumes of professional service requests, handling 10–15 cases daily and maintaining an inventory of 250 cases at any given time.

Payroll Corporate Tax Individual Business Tax Negotiation Communication Analytical Skills Problem Solving Customer Service

Manager of Customer Experience

TD Bank

Mar 2018 - Nov 2022 (4 years 8 months)

Delivered top-tier customer service, improving branch scorecard performance by 43% and earning recognition as a high-performance branch. Developed and managed a high-performing team by recruiting, training, and recognizing employees, with 95% of the team meeting sales and referral targets.

Customer Service Team Leadership Performance Management Sales Coaching Problem Solving Communication Action Planning Employee Development Client Relations

Financial Services Representative

TD Bank

Jan 2014 - Mar 2018 (4 years 2 months)

Delivered personalized financial plans for personal and business clients, aligning their objectives with appropriate products and providing exceptional customer service. Identified and escalated fraud risks through detailed account analysis, transaction monitoring, and proactive problem-solving.

Financial Planning Fraud Detection Transaction Monitoring Customer Service Investment Lending Risk Management Financial Products

Customer Service Representative

TD Bank

May 2011 - Dec 2013 (2 years 7 months)

Responded to customer requests for products, services, and company information, assisting clients with their day-to-day banking transactions. Handled complex transactions such as wire transfers, general ledger inquiries, and administrative research, ensuring high-level customer focus and solution delivery.

Customer Service Wire Transfers General Ledger Administrative Research Sales Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Toronto

Bachelor of Science, Psychology, Economics & Sociology

Completed a Bachelor of Science degree with a focus on Psychology, Economics, and Sociology. This interdisciplinary program provided a comprehensive understanding of human behavior, economic principles, and societal structures.

Canadian Securities Industry

IFIC Course, Financial Services

Acquired the IFIC course from the Canadian Securities Industry, leading to a Mutual Fund license. This accreditation provided essential knowledge for working in the financial services sector.