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Manager Customer Service

Hamilton, Ontario, Canada
April 25, 2019

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Brenda MacDonald

** ***** ********, ********, ******* L9A 0A1

Cell: 289-***-****



Ability to work under pressure and meet deadlines in a highly challenging environment. Superior ability to achieve immediate and long-term goals. Able to execute several projects simultaneously. Willingness to learn and take on new responsibility. Multiple years of customer service executed in a professional and timely manner.


MS Office 2010, Word Expert, Excel Expert, PowerPoint, Outlook Express and electronic mail. CADP Payroll, Procurement ordering, inventory software and general office equipment. Proficiency in Profile, DTMax and H&R Block Tax Software


VAN NOORT BULB CO. (Feb 2015 – Present)

Logistics/Administration/Customer Service

Complete all shipping documents and coordinate multiple carriers’ pickups and deliveries.

Set up all on-line sources to speed up and streamline shipping procedures.

Work with warehouse staff to insure orders are packed and sent accordingly.

Review and track all freight invoices to insure accurate amounts are charged and dispute any differences to insure saving for the company.

Answer the phone and deal with all customer inquiries in a professional and timely manner.

Multi-task and fill in for vacations and sick leaves, which includes entering orders, invoicing, accounts receivable, deposits, receiving payment, creating and updating reports, etc.

Report directly to Manager and carry out any addition tasks required which include creating spreadsheets to streamline procedures in the office.

H&R BLOCK CANADA, Hamilton Area Jan 2002- May 2014

District Manager (Aug 2008- May 2014)

Managed and supervised Hamilton area district, progressing rapidly through positions within the corporation. Districts included up to 20 offices both temporary and permanently located in multiple cities. Top Performing District Awarded in 2010 and promoted in 2012 to larger district. Achieved above target results in both 2012 and 2013 tax seasons resulting in salary increases.

Provided direct guidance and support for up to 20 offices and 150 employees.

Coordinated, addressed and resolved customer inquiries and concerns in a timely and meticulous manner. Reviewed labour costs and variances, proficient in pre-audit activities and budgeting. Oversaw staff of hired, trained, motivated, conducted interviews and completed performance reviews.

Excelled in problem solving with attention to detail. Managed labour and expenses to increased profit margin including a 9.6% increase in 2013.

Seasonal Assistant (Aug 2007-Aug 2008)

Provided support directly to district manager while preparing for future district manager role.

Supported with technical and policy and procedures with all offices and employees.

Programmed and installed software, printers, fax, scanner, phone lines, computers and monitors for all workstations. Monitored and order office supplies for all offices.

Over seeing office schedules and managing labour costs as per district budgets.

Coordinate registrations and set up for all tax schools and conducted interview for new and prior associates.

Corporate Tax Return Coordinator for Central Ontario (Oct 2006-Dec 2007)

Complete corporate tax course with honors and manage all client inquiries within Central Ontario. Monitor 1-800 line, including fee quotes and matching clients up with qualified tax professionals within their area.

Provided direct support for corporate clients for the Hamilton area which included T2 returns, T4 preparation, weekly payroll and bookkeeping.

Office Manager (Jan 2003-April 2007)

Preparing office schedules using Company labour management procedures.

Promoted to manager of larger office and supervised multiple offices when required.

Reporting directly to District Manager with reports and results on a weekly basis.

Train, monitor, coach, discipline and terminate office associates when needed.

Tax School Instructor (Sept 2002-Dec 2007)

Instructed basic tax course (Sept 2002-Dec 2007) for the public and advance tax courses (Sept 2004-Dec 2007) for prior tax associates, in a classroom setting.

Completed adult learning training and applied these skills to better educate my students.

Worked with District Manager to hire tax associates, which included applicant interviews.

Tax Professional (Jan 2002- Aug 2008)

Completed basic H&R Block tax course December 2001 with a grade 92%.

Worked alone in kiosk as full-time associate and completed over 600 tax returns in 2002.


High School Diploma, 1980

H&R Block – Level 1Basic Income Tax to Level 5 Advance Income Tax Course (2001-2005)

Knowledge Bureau - Introduction to Corporate Tax Preparation - 30 CE Credits (Dec 12, 2007)

Mohawk College CE - Sept 2011-Dec 2013 Business Computer Applications, honours graduate

(MS Excel Expert, MS Word Expert, MS Power Point Intermediate)

References provided on request.

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