Ariyamala Kariyawasam
Berwick,VIC
Summary
Dynamic Australian citizen with over 20 years of experience in government service delivery, specializing in enhancing customer interactions through phone and face-to-face engagements. Proven track record of thriving in fast-paced environments, consistently prioritizing customer satisfaction and fostering effective teamwork. Strong foundation in IT applications, including Access 2013, advanced Excel, and web design, complemented by a solid understanding of copyright law. Recognized for professionalism, diligence, and reliability, with a commitment to making decisions that align with the cultural needs of the Australian community and uphold APS values.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Front Line Service Delivery APS 2, Permanent
Australian Taxation Office
01.2023 - Current
- Processed original trust and income tax return efficiently in a fast-paced environment
- Utilized devitalisation platform to enhance client service delivery
- Maintained compliance and operational standard through accurate information managements
- Enhanced service effectiveness by making informed decisions based on EKM guidelines.
- Updated cost records to align with established financial protocols.
- Leveraged computer skills to effectively manage and update client records.
- Answered phone inquiries promptly, ensuring optimal Good customer service
- Assisting Client various channel email, correspondence on line Portal to help them meet their taxation superannuation obligation
- Educated taxpayers on self-service options and assisted with online
- Navigated challenging interaction with empathy to support for vulnerable client and those experiencing hardship crisis
- Maintain the integrity of ATO record accuracy recording client information apply relevant policy and procedures according to EKM
- Build positive relationship while on the call and results enquires
- Improved service delivery efficiency by implementing streamlined processes and procedures.
Service Delivery Officer APS 2, Casual
Australian Taxation Office
05.2022 - Current
- Full PORO established before assisting with client issues linking code, help navigate through online system.
- Answering general enquiries related to the individual tax return.
- Educate tax payer regarding online return and self-service option and help linking to online account.
- Update bank details, updating change of name, address, answering simple questions regarding the account and transfer calls to relevant experts in different sections via email Jaba, and communication tool bar, processing work related to correspondence through the online system, use internal computer applications to access the client records and update change of information.
- Apply internal online system procedures.
Electoral Official
Australian Electoral Commission
05.2022 - 06.2022
- Issue an ordinary vote at the early voting centre, issued declaration vote, vote flow and queue management on the Election Day.
- Educate and help to complete the voting paper correctly, checked the AEC record, verify client identity when they vote, make sure client has privacy to vote and nobody looks at their paper.
- Help the elderly and disabled, and people with ethnical, cultural background and treat people with respect.
- Assisted voters, ensuring privacy and respect during the electoral process.
Casual contract during census period
Australian Bureau of Statistics
08.2021 - 10.2021
- Census form data verification, scanning, perform quality assurance
Electoral Official
Australian Electoral Commission
05.2019 - 06.2019
- Issuing officer PPVC (pre-election day) Declaration voting issuing officer, inquiry officer, counting officer.
- Responsibilities: Issue an ordinary vote, certified list and ECL assisting voter, issuing declaration vote – ECL and Division finder, vote flow and queue management, initial scrutiny House of Representative and Senate.
- Parcelling and packaging in the polling place, initial count Senate, Preliminary Scrutiny of Declaration vote, Fresh Scrutiny, Customer service and other admin duties.
Declaration Officer
Victorian Electoral Commission (VEC) – Australian Electoral Commission (AEC)
01.2000 - 12.2018
- Issue provisional absent vote, interstate votes, record electoral information, visit mobile voting centre and issued absent and declaration vote forms, count votes and rechecking valid votes whether formal and informal, customer service.
Field Officer – Contract
Australian Bureau of Statistic (ABS)
08.2016 - 09.2016
- Face to face client interactions, visit households and obtain census data, record outcome using web based online system, customer service and admin tasks.
Customer Service Officer APS2
Australian Taxation Office
04.2000 - 02.2004
- ABN application processing, client registration, call centre (GST), client contact via telephone, registration of ABN and Business Activity Statement, maintain and update records on AIS database, acted in an APS3 (Senior Operative) role as required, coach and mentor staff, resolve complex cases.
Education
Diploma - Diploma of Library And Information Services
Chisholm TAFE
Cranbourne, VIC08-2018
Certificate - Education Integration Aide/Teacher Aide
Monash University
Berwick, VIC03-2021
Certification - Office Supervision Business Law Applied Business
Associate Diploma Of Business (office Administration)
01-1994
Certificate IV - Certificate IV Pathology
All Health Training
Narre Warren, VIC12-2012
Bachelor Undertaken - Business
Swinburne University
03-1995
Skills
- Collaborative team member
- Customer service expertise
- Data-driven problem solving
- Analytical problem-solving
- Effective organizational abilities
- Reliable in commitments
- Attention to detail
- Time Management
- Effective communication with diverse background
- Adaptability
- Conflict resolution
- Effective conflict resolution
- Clear communication across diverse backgrounds
- Strong oral communication skills
Certification
- Current working with children's ID
- Victorian driver's licence
- Current clear police check certificate
Timeline
Front Line Service Delivery APS 2, Permanent
Australian Taxation Office
01.2023 - Current
Service Delivery Officer APS 2, Casual
Australian Taxation Office
05.2022 - Current
Electoral Official
Australian Electoral Commission
05.2022 - 06.2022
Casual contract during census period
Australian Bureau of Statistics
08.2021 - 10.2021
Electoral Official
Australian Electoral Commission
05.2019 - 06.2019
Field Officer – Contract
Australian Bureau of Statistic (ABS)
08.2016 - 09.2016
Customer Service Officer APS2
Australian Taxation Office
04.2000 - 02.2004
Declaration Officer
Victorian Electoral Commission (VEC) – Australian Electoral Commission (AEC)
01.2000 - 12.2018
Diploma - Diploma of Library And Information Services
Chisholm TAFE
Certificate - Education Integration Aide/Teacher Aide
Monash University
Certification - Office Supervision Business Law Applied Business
Associate Diploma Of Business (office Administration)
Certificate IV - Certificate IV Pathology
All Health Training
Bachelor Undertaken - Business
Swinburne University
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