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@rumanatamrin
Dedicated collections officer with expertise in client service and negotiation.
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.
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Work history, roles, and key accomplishments
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.
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.
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.
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.
Degrees, certifications, and relevant coursework
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.
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.
Software and tools used professionally
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