Fiona Van Hoorn
Morwell,VIC
Summary
Organized and highly dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
33
33
years of professional experience
Work History
APS 5 - Service Delivery Specialist
Australian Taxation Office
11.2023 - Current
- Temporary higher duties - Approvals Officer
- Oversee and approve journal entries of finance officers
- Oversee and approve fee waivers completed by finance officers
- Work well in team setting, providing support and guidance.
- Work effectively in fast-paced environment
- Aid colleagues, managers, and customers through regular communication and assistance.
- Contribute to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
APS 2/3 Finance Officer
Australian Taxation Office
02.2022 - 11.2023
- APS2/3 - Finance Officer
- Completed journal entries with very high level of accuracy and efficiency.
- Met or exceeded KPI's at all times.
- Fee waivers - made complex decisions regarding client accounts using regulatory guidelines, combined with strong sense of compassion and common sense.
- Managed time efficiently in order to complete all tasks within deadlines.
- Obtained broad set of skills across many areas of registry finance.
- Paid attention to detail while completing assignments.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Adhere to APS Code of Conduct and ATO policies and Procedures at all times.
APS 5 - Service Delivery Specialist
Australian Taxation Office
10.2022 - 11.2022
- Temporary higher duties - Approvals Officer
- Oversee and approve journal entries of finance officers
- Oversee and approve fee waivers completed by finance officers
- Worked well in a team setting, providing support and guidance.
- Worked effectively in a fast-paced environment
- Aided colleagues, managers, and customers through regular communication and assistance.
APS 2 Customer Service Officer
ASIC/ Australian Taxation Office
12.2019 - 08.2021
- Answer calls to customer contact centre, Answer web enquiries
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer inquiries courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Data Entry
Dorevitch Pathology
07.2017 - 11.2019
- Reception, Medical Data Entry, Provide Medical results to Doctors and Hospital Wards, Manage Stores for Pathology Collection Centres and Latrobe Regional Hospital
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
- Followed established procedures to enter and process data correctly.
- Entered data into various computer systems accurately
- Updated and maintained customer information, documents and records.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
- Preserved customer confidence and protected operations by keeping information confidential.
- Managed and organized documents for data entry tasks.
Office manager
AC Communications
12.2006 - 07.2017
- Front Desk / Reception, Provide basic technical advice and service, Co-ordinate job assignments for technical staff, Responsible for all administration tasks including accounts payable/receivable, Payroll etc., Record Messages on Hold for Business Telephone systems.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Controlled finances to lower costs and keep business operating within budget.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
Sales
AC Communications
02.1998 - 11.2006
- Retail Mobile phone sales, Head of Sales for Business Telephone systems, Provide customer training for phone use and phone etiquette for major customers, e.g Latrobe City Council, Latrobe Health Services, South Gippsland Shire Council.
- Greeted customers, responded to questions and improved engagement with merchandise.
- Located and obtained merchandise based on customer needs and desires.
- Educated customers on new arrivals and future product arrivals to boost future revenue.
- Used available training resources to stay up-to-date on product features.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Used customer insights to develop innovative sales strategies to increase sales.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Call Centre Operator
Telstra
09.1990 - 01.1996
- General Operator - duties including Reverse Charge calling, Code information etc, Business Operator – Duties including Multi-Business Conference calls, 000 Emergency Operator, International Faults Operator, Floor Supervisor for all Operating staff.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Diploma of Speech and Drama Teaching -
Trinity College
LondonSkills
- Self-motivated, with strong sense of personal responsibility
- Excellent customer service skills
- Excellent time management skills
- Work well in groups and independently
- Excellent interpersonal skills
- Proven ability to learn quickly and adapt to new situations
- High level of accuracy and efficiency
- Excellent communication skills, both verbal and written
Hobbies and Interests
- Reading
- Cycling
- Travel
Timeline
APS 5 - Service Delivery Specialist
Australian Taxation Office
11.2023 - Current
APS 5 - Service Delivery Specialist
Australian Taxation Office
10.2022 - 11.2022
APS 2/3 Finance Officer
Australian Taxation Office
02.2022 - 11.2023
APS 2 Customer Service Officer
ASIC/ Australian Taxation Office
12.2019 - 08.2021
Data Entry
Dorevitch Pathology
07.2017 - 11.2019
Office manager
AC Communications
12.2006 - 07.2017
Sales
AC Communications
02.1998 - 11.2006
Call Centre Operator
Telstra
09.1990 - 01.1996
Diploma of Speech and Drama Teaching -
Trinity College
Similar Profiles
Paul BakerPaul Baker
Asst. Commissioner - IT Infrastructure Services at Australian Government – Australian Taxation OfficeAsst. Commissioner - IT Infrastructure Services at Australian Government – Australian Taxation Office
Susan XuerebSusan Xuereb
Compliance Officer at Australian Taxation OfficeCompliance Officer at Australian Taxation Office
Christopher MellingChristopher Melling
APS 3 Pay and Lodge Officer at Australian Taxation Office (ATO)APS 3 Pay and Lodge Officer at Australian Taxation Office (ATO)