Catherine Cribb
Penrith
Summary
Dedicated customer service professional with a strong work ethic, extensive experience within the private and public sector. Team player , passionate about customer service, outgoing and positive with demonstrated skills in providing excellent customer service. Strong decision making skills and sound judgement to create win win situations.
Overview
24
24
years of professional experience
Work History
Client Service Officer (Auditor)
Australian Tax Office
09.2016 - 02.2023
- Profiled taxpayers , analysed areas of risk
- Communicated with clients and tax agents in reference to income tax return errors.
- Met customer call guidelines for service levels, handle time and productivity.
- Negotiated deadlines with taxpayers and agents
- Performed third party checks utilising strong analytical skills to check validity of substantiation documents.
- Demonstrated experience in navigating multiple systems simultaneously
- Recorded behaviours of clients and outcomes for use in court, recorded detailed notes.
- Maintained confidentiality throughout the audit process
- Investigated and resolved inquiries and complaints quickly utilising my strong problem solving skills.
- Utilised professional judgment to make decisions based on legislation, case law, and rulings.
- Communicated outcomes of audits, utilised my experience by addressing customer concerns, demonstrating empathy.
- Educated clients and tax agents about policies and procedures in reference to audit outcomes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge.
- Sought ways to improve processes
- Maintained strong relationships with team members to deliver quality outcomes.
- Responded proactively and positively to rapid change. Assisted the Australian community through the implementation of the Job-Keeper payment and Job-keeper hiring credit schemes during the Covid 19 pandemic.
Senior Client Service Office
Office of State Revenue
06.2008 - 08.2016
- Responsible for reviewing businesses, companies and charitable organisations eligibility to be exempt from payroll tax.
- Determined complex matters relating to Payroll Tax, grouping, exclusions and exemptions.
- Prepared submissions and written correspondence for outcomes for both payroll tax exclusions and exemptions.
- Reviewed and researched legislation within the payroll tax act, 2007.
- Input detailed and comprehensive notes during the process.
- Navigated multiple systems simultaneously
- Consulted and educated accountants and lawyers in regard to outcomes provided.
- Consulted and Liaised with other jurisdictions regarding interstate administration of payroll tax .
- Communicated with compliance teams to resolve enquiries from clients and their professionals.
- Escalated cases to Senior Technical Review Officer for review cases where the client had objected and was appealing to the Administrative Decision Tribunal.
Customer Service Officer
Homecare - NSW Government
01.2008 - 06.2008
- Accepted Phone and Fax requests from the public and Health Professionals for Respite, Domestic Assistance and Personal Care, requests then sent to the appropriate Assessor's for action.
- Interpreted the client's needs by showing empathy to each individual situation as well as understanding the Privacy issues when conducting conversations when client was not present,
- Capturing information provided by the client in a clear and concise manner on to the Data base ensuring all relevant fields have been completed ,this entailed updating existing client records also,
- Accessing Microsoft Word and Outlook for Correspondence to be forwarded to the clients.
- Re-Visiting previous applications for assistance which entailed liaising with the client and also the local Branches of Homecare.
Customer Service Cashier
Bunnings - North Penrith
01.2006 - 01.2008
- Responsible for day to day running of flooring and homewares departments as part of a team. Assisted in other departments when required.
- Adhering to Sales Targets set for these Departments
- Accessing Computer Information Systems for stock availability.
- Cashier duties when required,
- Activities Organiser - Responsible for all Kids DIY Classes, Campaign's, Donations and Community Involvement.
- Responsible for upselling products
- Stocktake duties yearly with other team members
Client Service Officer
Australian Tax Office
01.2006 - 01.2007
- Writing up Banking Slips and entering this data into the system.
- Sorting of Correspondence
- Working within production control unit routing and classifying correspondence.
- Accepting and processing payments, updated accounts by using numerous systems simultaneously
Business Owner
Blaxland South Sub Newsagency
01.2003 - 01.2005
- Responsible for all cash and cheque transactions utilising point of sale equipment.
- Provided a high level of Customer Service on a daily basis to ensure regular patronage to the business.
- Responsible for ordering supplies and stock control
- Attending to all administrative functions for the business, this included entering financials into MYOB Accounting,
- Up selling of Lotto products to the public and on occasion was successful increasing sales.
- Prepared bank deposits and handled business sales, returns and transaction reports.
Call Centre
Australian Tax Office
01.1999 - 01.2003
- 1999 - 2003 (Call Centre Operative) Inbound, Outbound (Introduced the new tax system to the Australian Public)
- Answered customer inquiries in regards to the new changes for PAYG and the introduction of GST.
- Maintained and updated records, entered details of phone calls and emails into the data base clearly and concisely.
- Provided information and education to taxpayers and their representatives in reference to the Income Tax administration act of 1936 and the Income tax assessment act of 1997.
- Utilised numerous reference systems to provided the most up to date changes.
Education
No Degree - Bookkeeping
Tafe NSW
06.2002
Skills
- Customer relationship management
- Excellent communication
- Problem-solving abilities
- Interpersonal skills
- Organizational skills
- Empathy
- Computer literacy
- Attention to detail
- Microsoft Office proficiency
- Team collaboration
- Adaptability and flexibility
- Active listening
- Multitasking capabilities
- Telephone skills
- Conflict resolution
- Remote Office Availability
Accomplishments
- Achieved a certificate from the Australian taxation office for being part of the team whose responsibility it was to introduce Job -keeper to the Australian public during the COVID-19 pandemic .
- Provided feedback in reference to information that was not available in reference to sub contractors using their vehicles when working for councils. A new fact sheet was introduced in response to my feedback which is now utilised by all employees to provide information to the Australian public.
References
Available upon request
Timeline
Client Service Officer (Auditor)
Australian Tax Office
09.2016 - 02.2023
Senior Client Service Office
Office of State Revenue
06.2008 - 08.2016
Customer Service Officer
Homecare - NSW Government
01.2008 - 06.2008
Customer Service Cashier
Bunnings - North Penrith
01.2006 - 01.2008
Client Service Officer
Australian Tax Office
01.2006 - 01.2007
Business Owner
Blaxland South Sub Newsagency
01.2003 - 01.2005
Call Centre
Australian Tax Office
01.1999 - 01.2003
No Degree - Bookkeeping
Tafe NSW
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