Amira Baki
Victoria Point,QLD
Summary
I am a motivated and adaptable professional who consistently applies leadership qualities to deliver quality outcomes. I communicate with influence to build and maintain strong working relationships, fostering trust and collaboration across teams. I actively contribute to a culture of innovation by identifying and implementing business improvements that enhance client outcomes. I demonstrate flexibility and resilience when responding to organisational change, managing competing priorities with clear planning and a focus on measurable results. I bring initiative, strong problem-solving skills, and a commitment to continuous improvement in every role I undertake.
Overview
10
10
years of professional experience
Work History
Business Analyst – APS 3/APS 4 (Higher Duties)
Australian Taxation Office
07.2023 - Current
- As a Business Analyst I am required to improve reporting and data processes to support Frontline Operations.
- I ensure timely, accurate, and accessible information for stakeholders while managing competing priorities.
- I analyse complex datasets, collaborated with stakeholders to clarify requirements, and designed tailored solutions including the Registration Support and Improvement SharePoint page.
- I improve accuracy in reporting, reduced manual enquiries, and increased stakeholder confidence in data.
- Time Management Skills
- Problem Solving
- Customer Service
- Strong Communication
- Build and maintain professional relationships
- Goal Orientated
- Self-Motivated
- Adaptability
- I communicated with influence, drove innovation in reporting, managed deadlines with measurable results.
- Analyse and document business processes and requirements in line with technical, administrative or policy constraints with a strong attention to detail
- SharePoint co-ordinator - Mange content and create team sites and List
- Excel - advance in creating formulas
- Raise datafixes to send to specialist teams
- Communicate, provide clear advice, support, and offer recommendations to a varied audience
- Provide advice and technical recommendations which support stakeholders to understand challenges, issues and available process and practice improvements
- Created the Client Register Integrity (CRI) and Registrations Support and Improvement SharePoint page.
- Collaborate and distribute data analysis reports
- Maintain, distribute, and resolve mailbox enquiries from business stakeholders by performing complex investigations on issues to identify the root cause of the problem
- Research and analyse issues and ideas to assist with design of practical solutions and processes that meet business intent and presenting findings.
Frontline Excellence Support Officer - APS 4 (Higher Duties)
Australian Taxation Office
06.2023 - 07.2023
- As an APS 4 Frontline Excellence Support Officer I supported the Graduate Program, Rotation, providing coaching and technical expertise to new starters.
- I built graduate capability and resolved technical issues across systems and processes.
- I delivered mentoring and coaching, identified trends and issues through the ‘Common Issues and Trends’ procedure, and collaborated with leaders to embed solutions.
- I strengthen graduate capability, reduced recurring technical issues, and improved frontline efficiency.
- I empowered others, demonstrated adaptability during change, influenced outcomes through effective communication.
- Provided feedback, coaching and concerns for individual staff members.
Service Delivery Officer - APS 3
Australian Taxation Office
04.2015 - 05.2023
- Whilst working in a busy contact centre, our team faced a sudden increase in call volumes during the end of financial year period. This put pressure on service standards and there was concern about meeting response time targets.
- As part of the team, I was responsible not only for managing my own workload but also for supporting colleagues to ensure the whole team met performance standards and clients received timely assistance.
- I volunteered to mentor two newer staff members by providing them with quick reference guides I created for common queries.
- I also shared tips during team huddles to help streamline responses and reduce call handling time.
- Additionally, I coordinated with my team leader to redistribute more complex cases to experienced staff so newer team members could focus on straightforward enquiries.
- Our team was able to reduce average call wait times by 15% during the peak period and maintained high customer satisfaction scores.
- My contribution was recognized in a team meeting, and several colleagues continued using guides I developed beyond the peak period.
- Maintained a positive relationship with clients.
- Worked on Taxable Payment Annual Reports (TPAR) campaigns. This involved providing advice to ensure the clients were aware of their tax obligations and educating them of their commitments.
- Investigated TPAR disputes between payers and payees. This involved investigating complex and sensitive documents such as invoices, bank statements, quotes, emails, screen shot of text messages.
- Identified customer needs and oversaw service delivery within the business context.
- Led the service delivery team, managing conflict, and ensured the team's processes and tasks are carried out efficiently.
- Assessed customer feedback and used outside of the box thinking to establish, improve, and refine services.
- Always remained organised and met deadlines.
- Built partnerships and liaised with team leaders to determine the company's services, delivery criteria, and solutions for issues that arose.
- Researched and interpreted company policies and procedures to provide technical advice to clients, ensuring they receive accurate information.
- Developed and maintained strong relationships with clients, ensuring they receive prompt and effective support services.
- Mentored and trained junior staff in resolving complex technical issues and building their capability.
- Analysed company processes and identified areas for improvement, recommending changes that enhanced overall business performance.
- Strong interpersonal skills and works collaboratively in a team environment to produce outcomes within short timeframes.
- Exceed daily KPIs in addition to quality control standards and received a promotion to Quality Coaching Assurance.
Quality Assurance Officer - APS 4 (Higher Duties)
Australian Taxation Office
11.2020 - 01.2023
- In my role as a Frontline Quality Coaching Assessor, I was required to review recorded staff calls to ensure they met ATO’s service standards of professionalism, integrity, and resolution.
- I carefully listened to the calls, assessed behaviours against the three categories, and documented clear, evidence-based findings using the ATO quality framework.
- My assessments provided team leaders with accurate insights to support staff coaching, which improved consistency in service delivery and client outcomes.
- Ensured operators use a client centric approach and display three categories of customer service – professionalism, integrity, and resolution.
- Designed, implemented, and improved company quality standards.
- Analysed data to find areas for growth and to understand current and emerging risks, and provided insights based on gathered intelligence.
- Trained, motivated, coached, and corrected employees to ensure that standards were met.
- Created reports to track progress.
- Formulated strategies to increase productivity.
- Analysed information and processes to design strategies that supported key business objectives.
- Reviewed processes to ensure that they aligned with current trends and processes.
- Assisted other divisions with data entry and analysis for end of financial year tax time.
- Supported the delivery of projects and initiatives.
- Delivered outcomes that enhance the client experience and created opportunities to improve identified business issues.
- Provided advice on procedures, policies, guidelines, and tax-related matters.
- Researched and analysed complex data sets and synthesized information to generate insights and recommendations to support decision making.
- Researched, interpreted, and applied policies, procedures, frameworks, and legislation to provide advice.
- Built capability by guiding, mentoring, and supporting others to provide high-quality advice and grow their own capability.
- Experience working with Microsoft Office applications including PowerPoint, Project and Excel.
- Act with integrity, makes ethical decisions and embodies our cultural traits and APS Values.
Service Delivery Specialist - APS 4 (Higher Duties)
Australian Taxation Office
08.2020
- As a Frontline Service Delivery Specialist, I regularly received calls from ATO staff who needed immediate assistance while they had a client on hold.
- In one instance, a staff member contacted me regarding a complex client query about a non-lodgment advice that required clarification of policy and correct procedural steps.
- My task was to provide accurate and timely guidance to the staff member so they could confidently resolve the client’s query while minimising hold times and ensuring compliance with ATO policy.
- I quickly accessed the relevant ATO systems and procedures, confirmed the correct process, and explained it step-by-step to the staff member in clear, simple language.
- I also highlighted the reasoning behind the policy, so the staff member gained a deeper understanding.
- After resolving the immediate query, I documented the interaction and provided feedback to the staff member on resources they could use for future similar cases.
- The staff member was able to provide the client with the correct information promptly, reducing the client’s time on hold and ensuring a positive experience.
- The staff member expressed greater confidence in handling similar situations in the future, which contributed to improved efficiency and service delivery outcomes for both the team and the client.
- Ensured the completion of non-phone escalation activities driven by my team and other sites when policy and procedures required additional clarification.
- Completed Quality Assessment and Peer-to-Peer Feedback reviews and reported outcomes to Team Leaders; whilst aiding staff to locate the correct procedure and guidance on the completion of corrective action when required.
- Mentored and coached staff to increase and improve quality outcomes for the ATO and the client.
- Conducted presentations in meetings to demonstrate ATO policies and procedures for complex work types.
- Evaluated staff calls in real time or via Verint whilst providing tailored feedback to improve quality outcomes.
- Built rapport and increased confidence in Team Members via side by side and one on one mentoring and support.
- Identified improvements of systems and procedures to enhance the staff and client experience.
- Investigated complex NPE’s, IWD activities and resolved escalated client issues.
Education
CERTIFICATE III - GENERAL INSURANCE
ALLIANZ INSURANCE
CERTIFICATE III - HAIRDRESSING
MATTERS IN GRAY
Skills
- Microsoft Office Suite
- SharePoint
- Raising data fixes
- ATO systems
- Siebel
- ICP
- VIPER
- COGNOS
- Enterprise Data Warehouse
- Complex data analysis
- Online systems usage
- Data Entry
Accomplishments
- Nominated and selected for multiple higher duties roles due to innovation, business improvement focus, and ability to mentor peers.
- Created practical business solutions such as CRI SharePoint, improving efficiency and stakeholder confidence.
- Recognised with Kudos for resolving complex issues using sound judgement and clear communication.
- Successfully coached and mentored new staff, building capability and confidence.
References
Available on request
Timeline
Business Analyst – APS 3/APS 4 (Higher Duties)
Australian Taxation Office
07.2023 - Current
Frontline Excellence Support Officer - APS 4 (Higher Duties)
Australian Taxation Office
06.2023 - 07.2023
Quality Assurance Officer - APS 4 (Higher Duties)
Australian Taxation Office
11.2020 - 01.2023
Service Delivery Specialist - APS 4 (Higher Duties)
Australian Taxation Office
08.2020
Service Delivery Officer - APS 3
Australian Taxation Office
04.2015 - 05.2023
CERTIFICATE III - GENERAL INSURANCE
ALLIANZ INSURANCE
CERTIFICATE III - HAIRDRESSING
MATTERS IN GRAY