Bethany Reynolds
Perth,,WA
Summary
A dedicated and proactive professional with extensive customer service experience and strong problem-solving skills across diverse industries. Known for my friendly and approachable nature, I build positive relationships with both customers and colleagues. Proven ability to manage customer interactions through various channels, consistently achieving positive results. Experienced in resolving complex issues, managing multiple priorities, mentoring colleagues and driving continuous process improvements. Proficient in a wide range of software tools, committed to delivering optimal outcomes in every role.
Overview
8
8
years of professional experience
Work History
Office Administrative Assistant
Ford & Doonan Air Conditioning
02.2025 - Current
- Greet and assist clients, visitors, and contractors while efficiently managing phone calls and email inquiries with professionalism.
- Coordinate site inspections, installations, and post-installation follow-ups, to facilitate smooth project completion and high client satisfaction.ion.
- Prepare, process, and track purchase orders, invoices, and payments, ensuring accuracy and timely processing in compliance with company policies and financial procedures.
- Accept and verify deliveries, addressing discrepancies promptly to avoid delays.
- Use SimPRO software to organise schedules, prioritise tasks and ensure efficient workflow.
- Resolve post-installation concerns by collaborating with technicians and management to maintain positive client relationships.
Higher Officer Complaints Investigator
HM Revenue & Customs
09.2023 - 01.2025
- Resolved taxpayer and professional complaints related to compliance issues, applying tax law expertise and strong customer service skills to consistently exceed HMRC’s service and compliance standards.
- Collaborated with internal teams to assess breaches of HMRC procedures, implementing corrective actions to mitigate risks.
- Effectively communicated complex findings to taxpayers and professionals through various channels, ensuring clarity, empathy, and transparency in all interactions.
- Analysed complaint trends, providing insights to senior management that enhanced complaint-handling processes and operational efficiency.
Higher Officer Compliance Caseworker
HM Revenue & Customs
10.2019 - 09.2023
- Conducted investigations into individuals and businesses, uncovering tax evasion and fraud by analysing tax returns and financial documents, ensuring compliance with tax laws.
- Collaborated with internal teams and external agencies to resolve compliance issues, managing a portfolio of high-risk cases with a focus on timely resolution.
- Communicated findings, tax liabilities, enforcement actions, and compliance guidance to taxpayers and professionals across various channels, ensuring clarity and promoting future regulatory adherence.
- Monitored emerging tax evasion trends, assessed risks, and provided senior management with recommendations, including process improvements to enhance compliance effectiveness.
- Adapted to remote working during the COVID-19 pandemic, playing a key role in training and mentoring newly onboarded officers to meet evolving business requirements.
Financial Crime Analyst
Santander Bank
03.2019 - 10.2019
- Conducted thorough investigations into Suspicious Activity Reports, compiling detailed case files with supporting evidence and analysis in line with internal policies and regulatory requirements.
- Analysed high-risk bank transactions and customer activity to detect indicators of money laundering, fraud, and other financial crime, providing actionable insights to mitigate potential risks.
- Contributed to the development of investigation templates and best practices, improving departmental consistency and operational efficiency.
Specialist Complaints Investigator
Santander Bank
05.2017 - 03.2019
- Handled complaints related to credit card collections and bereavement with sensitivity, guiding customers through complex processes and resolving concerns during emotionally challenging times.
Education
CACHE Level 3 Diploma in Childcare and Education - Grade A
Calderdale College
01.2014
OCR Level 3 Certificate in Travel and Tourism - Distinction
Bradford College
01.2012
10 General Certificates of Secondary Eductation -
Queensbury High School
01.2010
Skills
- Customer service and communication
- Critical thinking
- Problem solving and investigation
- Collaboration and independent work
- Time management and organisation
- Attention to detail
- Detailed communication drafting
- Software proficiency (MS Office, SimPRO)
References
Ford & Doonan Air Conditioning Director - mickt@fdairvp.com.au
Additional references are available on request.
Timeline
Office Administrative Assistant
Ford & Doonan Air Conditioning
02.2025 - Current
Higher Officer Complaints Investigator
HM Revenue & Customs
09.2023 - 01.2025
Higher Officer Compliance Caseworker
HM Revenue & Customs
10.2019 - 09.2023
Financial Crime Analyst
Santander Bank
03.2019 - 10.2019
Specialist Complaints Investigator
Santander Bank
05.2017 - 03.2019
CACHE Level 3 Diploma in Childcare and Education - Grade A
Calderdale College
OCR Level 3 Certificate in Travel and Tourism - Distinction
Bradford College
10 General Certificates of Secondary Eductation -
Queensbury High School
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