Divya Erra
Parramatta,NSW
Summary
Experienced professional with a strong track record in optimising operational processes and ensuring compliance across diverse sectors. Skilled in analysing legislation to determine tax liability, implementing operational policies, and ensuring regulatory adherence. Effective communicator and team collaborator, adept at stakeholder management and process optimisation. Demonstrates strong organisational skills in supporting the administration of state tax legislation in dynamic environments.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Customer Service Representative
Service NSW
7 2024 - Current
- Interacted with average of 40 customers daily, ensuring 100% compliance with legislative requirements during inquiries and negotiations.
- Accessed and analyzed data from 5 different systems monthly, resulting in 15% reduction in processing time for assessing liability and ensuring compliance with regulations.
- Assisted in implementing 3 new operational policies and procedures, improving efficiency by 25% in upholding standards.
- Acted as primary point of contact for resolving 30 internal and external stakeholder inquiries weekly, achieving 95% resolution rate.
- Demonstrated proficiency in using 4 different systems and legislative frameworks, supporting state tax administration with 20% increase in administrative accuracy.
- Organized and prioritized tasks efficiently in high-volume environment, streamlining administrative processes to handle workload increase of 30% without compromising quality.
Technical Business Analyst
Revenue NSW
12.2023 - 06.2024
- Analyzed business processes for tax and fee systems, recommending enhancements for operational efficiency
- Managed AWS Migration strategies to improve system performance through micro-services
- Collaborated with stakeholders to optimize tools and standards, ensuring consistency and quality
- Facilitated stakeholder alignment on change initiatives to meet business priorities
- Implemented structured project planning frameworks, enhancing system usability and efficiency
- Partnered with external stakeholders for SMS delivery project, ensuring compliance and service quality
- Coordinated planning and testing to deliver high-quality systems accepted by stakeholders.
Trainee Developer
Service NSW
07.2022 - 12.2023
- Contributed to responsive web designs and backend development to enhance user experience
- Conducted requirements elicitation and process mapping, supporting effective project planning
- Developed reusable components to streamline code maintenance and improve efficiency
- Utilized Jira and Confluence for project tracking and team communication
- Engaged in pair programming and code reviews to ensure high-quality project deliverables.
Customer Service Representative
Service NSW
08.2021 - 06.2022
- Handled customer inquiries and issues professionally, maintaining high satisfaction levels
- Managed high-stress situations, resolving conflicts while upholding professionalism
- Gathered and analyzed customer feedback to support service improvements
- Contributed to training programs aimed at enhancing customer service standards.
Customer Concierge Operator
Service NSW
04.2021 - 08.2021
- Provided exceptional customer service, ensuring inclusivity and respect for diverse clientele
- Documented customer interactions accurately to track requests and solutions
- Assisted clients in navigating company systems to facilitate service access.
Education
Master's - Business Administration and Management
Osmania University
India 07.2009 - 05.2011
Skills
Stakeholder Management
Data Analysis
Problem-Solving
Communication
Organisational Skill
Attention to Detail
Adaptability
Teamwork
Customer Service
Legal and Regulatory Knowledge
Technical Proficiency - Microsoft Office 365, JIRA, Confluence, Salesforce, PEGA
Initials
ED
Certification
ITIL 4 Foundation
Timeline
AWS Cloud Practitioner
05-2024
Technical Business Analyst
Revenue NSW
12.2023 - 06.2024
ITIL 4 Foundation
08-2023
Trainee Developer
Service NSW
07.2022 - 12.2023
Customer Service Representative
Service NSW
08.2021 - 06.2022
Customer Concierge Operator
Service NSW
04.2021 - 08.2021
Master's - Business Administration and Management
Osmania University
07.2009 - 05.2011
Customer Service Representative
Service NSW
7 2024 - Current
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