Senior Case Manager

• Jan 2023 - Present

Passed internal assessment framework as anAdvanced/Level 3 Case Management Specialist withinthe minimum period of 18months. Assessments include documented capabilities in all relevant areas in addition to technical interview held by a group manager.

Case Management Specialist

• Mar 2021 - Jan 2023

Team Leader - Australian Taxation Office Contract

• May 2019 - Mar 2021

•Leadership - Lead a team of up to twenty agents ensuring adherence to all KPI’S as per contractual obligations- Identified development opportunities using quality assurance andprovided ongoing training, coaching, and mentoringIdentified risks and made documented changes to operationalprocedure.- Established open and professional relationships with team memberswhich helped resolve issues and conflicts quickly.- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.•Data Analysis - Analysed data to identify trends and behaviors from a performance standpoint and made recommendations for improvement.•Changed Management - Moulded team and embraced change to adapt within dynamiccontractual obligations and focuses.

Senior Customer Service Representative - Australian Taxation Office Contract

• Mar 2018 - May 2019

•Key Responsibilities- Managed Inbound and Outbound calls relating to individual, business, superannuation and debt tax queries. - Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.- Engaged clients in person and over phone to answer questions and address complaints.- Maintained accurate and current customer account data withmanual forms processing and digital information updates.- Leveraged consistent, successful strategies to meet and exceedperformance goals.- Provided timely, high quality customer service to customers consistent with the Australian Taxation Office and Datacom vision, mission and values, as assessed by internal reviews and customer feedback.•Additional Duties - Coach and Mentor •Key Achievements- Received the Employee of the Month (superstar) award three times - Member of the LEAD program - Process Improvement/ efficiency- Client Commendation - Official ATO Compliments