Deep Singh Gandhi

In my current higher duties, I provide support to a team of seven non-ongoing recruits in the Service Delivery CAS department while on higher duties. My responsibilities include ensuring their training needs and consolidation processes meet high standards and support them in achieving the ATO's goals.

Key actions I undertake are:

• Mentoring the team to develop their skills and reach their potential.
• Collaborating with my EL1 and the team to ensure efficiency and capability in various work types.
• Assisting in locating training materials and facilitating efficient training.
• Providing floor support during consolidation to equip the team with the necessary skills.
• Offering one-on-one coaching, solutions for assessments, and peer-to-peer feedback.
• Keeping the team updated on changes and news related to work processes.
• Liaising with team leaders and EL1 for system access requirements and training needs, ensuring productivity.

• Reviewed escalated activities and conducted thorough investigations of client accounts to provide explanations and resolutions for complaints or inquiries.
• Delivered pertinent technical updates to empower the frontline team and contributed to the identification of improvement initiatives within the business line.
• Seamlessly switched between telephony and processing work, maintaining high productivity while ensuring client inquiries were resolved in line with the ATO service charter.
• Provided telephony support, actioned non-phone escalations, escalated Peer-to-Peer feedback, and offered Subject Matter Expert (SME) assistance to stakeholders.
• Managed InfoPath requests, delivering technical responses to stakeholders and actively participating in CAS training hub events when required.
• Received recognition for our team's efforts and flexibility in adapting to varying work types to meet client needs.

• Efficiently used the integrated business intelligence system (User Interface) to communicate the effective completion of tip-offs received.
• Triaged tasks by identifying and matching the subject reported in relation to the tip-offs.
• Identified risk, analyzed, and validated data from tip-offs received, matching it against ATO systems to ensure tax and super obligation compliance.
• Prepared reports based on information received through tip-offs.
• Allocated prepared reports to the respective business lines to manage illegal phoenix activity, combat the black economy, and tackle tax evasion.
• Managed and adhered to schedules to ensure tip-off hotlines' coverage and equitable shifts among staff.
• Addressed allegations related to JobKeeper and other government stimulus measures to ensure expedited tip-off actions.
• Electronically compiled, validated, and analyzed the tip-offs, utilizing information from a variety of third-party sources for compliance activities.
• Communicated with business partners to ensure the collation of correct information, maintaining overall data integrity by identifying recurring quality issues in the data collection and matching process.
• Applied an extra level of scrutiny and analytics to verify the quality of data that wasn't available in a format readily processed by ATO systems.
• Effectively organized the actioned tip-offs using Microsoft Excel, providing the product team with a quick overview of the analyzed data for prioritization and further action.

• Handled calls, provided tax, superannuation, and online services advice, and processed superannuation-related forms.
• Strictly adhered to ATO policies and procedures, ensuring client identification and privacy compliance, and delivered accurate information.
• Completed multiple upskilling training modules for more complex tasks.
• Consistently received positive feedback from Quality Assurance assessments, ensuring task accuracy and policy compliance.
• Understood, addressed, and resolved customer superannuation inquiries to achieve positive business outcomes.
• Collaborated with the team to identify solutions for client issues.
• Processed correspondence and internal escalations using the ATO system.
• Promoted online services, engaging clients, and resolving issues to support ongoing compliance with obligations.
• Managed schedules, ensuring tip-off hotline coverage and equitable staff shifts.
• Addressed allegations related to JobKeeper and other government stimulus measures for expedited tip-off actions.