Faisal Khan
Punchbowl
Summary
Professional with strong background in community engagement and outreach. Proven ability to foster relationships, build partnerships, and drive impactful initiatives. Skilled in communication, event planning, and project management. Focused on teamwork, adaptability, and achieving measurable results. Known for reliability and flexibility in meeting changing needs.
Overview
6
6
years of professional experience
Work History
Client / Community Engagement Officer
Australian Taxation Office (ATO)
03.2024 - Current
- Performed higher duties as APS 5 during the absence of an APS 6 manager, managing stakeholder communications and delivering presentations on taxation and superannuation for new immigrants.
- Represented the ATO at public expos, promoting community awareness campaigns, meeting state MPs, and fostering trust in the Australian tax system.
- Addressed a wide variety of individual, business, debt, and superannuation enquiries, ensuring taxpayers had access to accurate, publicly available ATO information for informed decision-making.
- Delivered empathetic and professional support to vulnerable taxpayers and disaster-impacted clients, handling sensitive situations with care and expertise.
- Organised and facilitated weekly team meetings, management meetings, and monthly SES (Senior Executive Service) meetings, contributing to operational strategies and team efficiency.
- Created high-quality reports, presentations, and materials using MS Word and PowerPoint to support internal and external engagements.
- Directed the Tax Help program, screening volunteers and centres, conducting interviews, and overseeing smooth program operations annually.
- Led the national collateral update project, ensuring consistency across Australian sites by coordinating stocktakes and redistributing materials in collaboration with APS4, APS6, and EL1 colleagues.
- Delivered educational outreach to TAFE students, high schools, new migrants, international students, and refugees, simplifying taxation and superannuation concepts for broader understanding.
- Assisted with business communications via email, jabber and phone.
- Delivered clear presentations at town hall meetings on behalf of the organization highlighting achievements and future plans.
- Organized workshops and training sessions to equip staff members with necessary skills for effective community engagement practices.
- Facilitated volunteer recruitment efforts, resulting in a substantial increase in participation rates.
- Developed strong partnerships with local organizations, fostering a collaborative approach to community engagement.
- Mentored junior staff members by sharing knowledge and expertise related to successful community engagement strategies.
- Delivered high-level administrative support to board during regular operations and special meetings.
Client Identity Support Centre - Service Delivery
ATO
01.2023 - 03.2024
- Utilised various ATO tools, including Siebel and the Bulk Identity Incident Database (BIID), to investigate fraudulent activity and resolve unauthorised access to taxpayer accounts.
- Reviewed open and closed audit cases, lodgement history, and interaction records to identify discrepancies and assess genuine taxpayer activity.
- Analysed the backend of myGov-ATO links to determine if taxpayers were compromised by unauthorised parties sending fraudulent linking codes or breaching login credentials.
- Educated clients about data breaches, explaining why their accounts required security measures to safeguard sensitive information and prevent future risks.
- Reviewed lodgement history for income tax returns and business activity statements to verify genuine activities and identify fraud submissions.
- Secured taxpayer accounts by removing unauthorised activity, remediating errors, and ensuring compliance with genuine lodgements.
- Investigated fraud refunds leaving the ATO, initiating communication with financial institutions to recover funds effectively and restore taxpayer accounts.
- Conducted detailed discussions with account holders to address security measures, protect taxpayer rights, and ensure accurate and informed remediation processes.
- Achieved 100% quality assurance marks, reflecting attention to detail and adherence to ATO policies and standards.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
ATO Forms Processing - Service Delivery
ATO
05.2022 - 01.2023
- Managed requests for tax documents, including tax returns, income statements, and expected lodgements via business and tax agent portals for various client needs.
- Processed TFN and ABN applications and issued professional advice letters, ensuring efficiency and compliance with ATO standards.
- Worked closely with clients, tax agents, and internal teams to resolve complex tax-related issues.
- Regularly handled client issues and made informed decisions with limited guidance.
- Applied in-depth knowledge of taxation laws to advise clients and internal teams, delivering tailored and accurate support.
- Collaborated with internal teams to address complex issues and improve service delivery.
ATO - Outsourced Call Centre
Datacom
05.2019 - 04.2021
- Provided frontline support to individuals, businesses, and superannuation clients, addressing enquiries on topics like JobKeeper applications and COVID-19-related superannuation withdrawals.
- Engaged with clients to provide advice on GST compliance and navigate complex tax issues, ensuring adherence to ATO guidelines.
- Applied comprehensive knowledge of tax law to guide decisions and provide clients with accurate and tailored advice.
- Mentored junior staff, sharing expertise in tax law and processes to improve team performance and service delivery.
- Developed new strategies to enhance client focus and experience, ensuring a seamless and professional approach to taxpayer engagement.
- Verified taxpayer accounts using Proof of Record Ownership (PORO) processes to secure account access and deliver accurate information.
- Utilised the SMART knowledge database to provide precise and timely responses to taxpayer questions, resolving complex issues efficiently.
- Acted with integrity and professionalism in all interactions, adhering to APS Values and the ATO Charter.
Education
Masters of Professional Accounting - Accounting, Business, Economics And Law
University of Technology Sydney
Ultimo, NSWHonours Degree - Bachelors of International Business
Degree Issued Swinburne University of Technology
Skills
- Tax and Superannuation Expertise: Comprehensive knowledge of tax and superannuation laws, policies, and compliance requirements, with experience managing complex cases
- Professional Communication: Skilled at engaging diverse stakeholders, delivering presentations, and providing tailored advice to enhance the client experience
- Leadership and Mentorship: Adept at guiding colleagues, sharing knowledge, and leading initiatives like the Tax Help program and collateral updates
- Analytical Decision-Making: Proficient in interpreting policies, applying legislative frameworks, and making evidence-based decisions
- Technical Proficiency: Highly skilled in MS Word, PowerPoint, Excel, Siebel, and CRAMS for report preparation and case management
- Integrity and Ethics: Strong commitment to APS Values, consistently demonstrating professionalism and adherence to the ATO Charter
Timeline
Client / Community Engagement Officer
Australian Taxation Office (ATO)
03.2024 - Current
Client Identity Support Centre - Service Delivery
ATO
01.2023 - 03.2024
ATO Forms Processing - Service Delivery
ATO
05.2022 - 01.2023
ATO - Outsourced Call Centre
Datacom
05.2019 - 04.2021
Masters of Professional Accounting - Accounting, Business, Economics And Law
University of Technology Sydney
Honours Degree - Bachelors of International Business
Degree Issued Swinburne University of Technology
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