Experience

Queensland Revenue Office

• Government Administration
• 100 - 200 Employee

• Acting Senior Revenue Officer - Level 2

  • Jun 2023 - Present

  Currently relieving as Senior Revenue Officer - Level 2 (AO6) and team leader of a Business Administration team.Lead a team of 6 AO2 Administration Officers, 2 AO4 Revenue Officers and 2 AO5 Senior Revenue Officers/Function Leads.Responsible for the Administration function for the Queensland Revenue Office, incorporating Duties Administration, Mail and Stationery functions. Report to Manager - Business Support, Client Operations.

• Acting Senior Revenue Officer - Level One

  • Dec 2022 - Jun 2023

  Spent 6 months relieving as an AO5 Senior Revenue Officer, Client Operations, Business Support. Provide assistance and guidance to a team of Administration Officers and a Revenue Officer.Responsible for Mail and Stationery management for the QRO at 1 William Street, as well assisting in the greater Business Support team to manage internal and external clients.



Queensland Treasury

• Government Administration
• 500 - 600 Employee

• Revenue Officer

  • Jun 2021 - Present

  • Providing client services and ensuring a client centric approach by supporting multiple internal stakeholders through a variety of means:• Managing client relationships and negotiating effectively to achieve outcomes for supported business areas, to both internal and external clients.• Responding to technical enquiries from team members, handling escalations and referring complex matters if required.• Efficiently and effectively navigate multiple internal systems to maximise efficiencies and improve turnaround times and supporting business areas. Ensuring permissions to systems remained current for team members, and managing access to databases for other business areas.• Coaching team members to build a skilled, resilient, flexible and constructive workplace environment - created a new QA framework and provided coaching to team members in any identified risk areas as part of this process. Ensuring team members are completing their allotted tasks on a daily basis, and identifying any difficulties they may be having.• Providing support to team leadership by generating monthly business reporting and maintaining ongoing reports to ensure all key performance targets met.• Analysing data on an ongoing basis to ensure any areas of inefficiency are identified in a timely fashion, and formulating solutions to any identified problem areas.• Working collaboratively with fellow Revenue Officer and Function Lead and to identify and promote improvements which enhance client experiences and organisational outcomes.While a Business Support team is more focused on delivering services to internal and external clients, I maintain up to date knowledge in the interpretation and application of legislation in both the Land Tax and Duties tax streams. Show less

• Service Officer

  • Jul 2018 - Jun 2021

  I previously worked for the Queensland Revenue Office’s Land Tax division, working in an operational role in client service and Land Tax administration.I served as part of the Land Tax team that received the 2020 Premier’s Award for Excellence for Supporting Queensland Jobs during COVID-19, providing relief of $400m in land tax rebates to land owners.•Work in a collaborative team environment to deliver excellent client service through various mediums including telephone, face-to-face and in writing.•Making assessments and exercising delegations to deliver exceptional service to clients, utilising a client-centric approach to help clients receive their correct entitlements and meet their obligations under the Land Tax Act 2010.•Providing timely, helpful and supportive client service (both internal and external) while adhering to the Queensland Treasury Client Charter.•Providing accurate and consistent information regarding taxation through various media to clients and their authorised agents.•Analyse, interpret and apply legislation, information and data, exercising sound judgement to make effective decisions, assessments and recommendations including making assessments of a client’s liability.•Efficiently and effectively navigate office computer systems (SAP, RMS) to input, manage, retrieve and analyse information.•Actively contribute to the achievement of agreed team performance standards.•Work collaboratively in a team environment to identify and promote improvements which enhance client experiences and organisational outcomes, including assisting in the training of new staff members. Show less



Indue

• Australia
• Financial Services
• 100 - 200 Employee

• Credit and Risk Officer

  • Nov 2011 - Dec 2017

  I was previously employed as a Credit and Risk Officer at a financial payment products and settlement services provider. I was responsible for initial and ongoing reviews (financial and risk) of new and existing clients to ensure they meet and maintain the businesses expectations in regards to risk appetite and potential financial exposure/loss; mitigate organisational risk exposure; encourage and maintain an organisational Risk culture; create, maintain and test Business Continuity Plans; perform data and financial analysis, and Anti-Money Laundering/Counter-Terrorism Financing checks and monitoring. I prepared data for monthly reports to the Board Risk Committee on outstanding Risks and operational exposure across several departments.I performed advanced financial analysis on clients to ensure ongoing minimisation of credit and risk exposure, and provided recommendations and reporting regarding clients to management or internal stakeholders.In addition to this, I was the elected site Health and Safety Representative from March 2016. I was responsible for working with the Health and Safety Officer and Committee to resolve any health and safety issues raised by staff. I was also the site First Aid officer. Show less

• Support Centre Consultant

  • Jan 2010 - Nov 2011

  In my position as a Support Centre Consultant, I was responsible for management of calls for internal and external clients and supporting internal client services teams in various departments.As I was the first Support Centre consultant, I was also responsible for assisting the Supervisor Support Centre in creating policies and procedures to manage customer queries and assist in the training of new staff.This position also allowed me to work with several departments to assist in their day-to-day operations. I worked with our Card management team in processing offline fallback transactions, processing chargeback transactions to client ATM deployers from external banks and ADIs and lodging disputed transactions on behalf of our clients. Show less



Support Association of SES Brisbane Western Group Inc

• Brisbane, Australia

• Treasurer

  • Nov 2012 - Dec 2013

  I was elected as the volunteer Treasurer of Western Group SES Brisbane's support association (volunteer emergency services) in November 2013. In this role, I was responsible for monitoring and maintaining accounts, reconciliations of our bank accounts, attending and contributing to monthly meetings, supporting and participating in fundraising events to purchase equipment for volunteers. I was also responsible for preparing documentation for audit for the 2012-13 financial year, and the training and handover to the new Treasurer (elected December 2013). Show less



Queensland Health

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• Revenue Officer - Ineligible Accounts

  • Apr 2008 - Mar 2009

  I was contracted to the Accounts Receivable team at the Princess Alexandra Hospital in Wooloongabba from April 2008. Employed as the Ineligible Accounts officer, I was responsible for reviewing all international patients not covered by reciprocal healthcare arrangements who were treated at the Hospital for cost recovery. I was required to interact with these patients and their healthcare funds (where appropriate) to arrange payment for their treatment and care. This occasionally involved communicating with parties who did not necessarily have a firm grasp of English, as well as minor trace work if contact information provided during admittance was not accurate. The position required sensitivity and tact, as some of the hospital expenses could be quite high. Arrangement of payment plans and negotiation was a daily requirement. I also generated statements in SAP and sent bills and payment confirmations to patients, as well as accepting and processing payments. Privacy was of particular importance in this field, given that I had access to sensitive medical information. I took care at all times to ensure that only required information was reviewed and privacy maintained at all times. Show less