Jodie Lucinda Baldwin

I was elevated to the technical support leader role based on outstanding performance and high level of understanding of Audit processes. I have acquired skills in effectively troubleshooting technical issues and providing comprehensive support to develop case officers’ capabilities. I am proficient in:

• Identified team weak points and implemented corrective actions to resolve concerns.
• Trained employees on Capital Gains and Work Related Expenses.
• Increased team productivity by streamlining communication and implementing effective case management strategies.
• Led team by answering complex customer questions and mentoring case officers one-on-one.
• Evaluated staff performance and provided coaching to address inefficiencies.

· Providing technical and procedural, coaching, guidance and support to case officers.

· Facilitating collaborative learning and knowledge sharing amongst teams.

· Supporting case officers to make well-rounded, evidence-based decisions.

· Encouraging problem solving using research, self-service tools and critical thinking

· Provide recommendations and solutions for addressing individual/team learning needs

· Completing Quality Control for case officers new to role/risk and provide feedback using coaching principles

· Making recommendations for the escalation of strategically significant cases to case leadership.

· Being an active engaged team member, contributing to team meetings and events

· Fostering a culture of innovation by identifying ways to enhance the staff and client experience.

During my time in Audit, I have acquired a deep understanding of audit procedures and policies. I am multiskilled in various compliance risks Work Related Expenses, Cryptocurrency, Property, Shares and Rentals. I have developed skills in:

· Conducting early engagement risk profiles, conducting risk reviews and audits.

· Research and interpretive skills. Applying polices, procedures and legislation to case decisions.

· Liaising with client and their representatives to build and sustain relationships to gain an understanding of their individual and business needs.

· Working collaboratively with clients and stakeholders to improve identified business needs.

· Providing feedback to implement strategies to increase community engagement and compliance.

· Making evidence-based decisions on applying and remitting penalties

· Preparing detailed audit notifications and case decision letters.

· Evaluating existing processes and systems.

· Participating in projects related to risk assessment, fraud prevention and regulatory compliance.

• Fostered culture of continuous improvement, encouraging innovation and adoption of best practices in case management techniques.

I was selected to be a complaints resolver in a pilot team as a goal of the Complaints 6inSix process. I was selected as I was identified as a high performer who adapts and finds business improvement and solutions in real time. I have experience in:

· Communicating clearly, showing judgment, understanding and skill to resolve conflict.

· Showing judgement, intelligence and common sense for problem solving.

· Being accountable for accurate completion of work within timeframes and quality requirements

· Understanding and being adaptable to work in a changing environment, including periods assisting in other work areas.

· Adhering to ATO and APS Values, Code of Conduct, and the Taxpayers' Charter

· Providing technical assistance to customers when needed to resolve their issues promptly.

• Demonstrated exceptional time management skills, consistently meeting deadlines for resolving complaints and reporting on complaint trends.
• Enhanced customer satisfaction by promptly addressing and resolving complaints in a professional manner.
• Maintained accurate records of all complaints received, actions taken, and outcomes achieved for reporting purposes.
• Reduced recurring issues by proactively identifying trends in customer complaints and working with relevant teams to address them.
• Provided constructive feedback to internal teams based on customer complaints, contributing to continuous improvement initiatives.
• Exhibited high energy and professionalism when dealing with clients and staff.