Julia Wright
Surrey Hills,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the taxation industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Service Delivery Officer
Australian Taxation Office
02.2023 - Current
- Managed complex client enquiries, delivering exceptional results.
- Collaborated closely with other internal departments to resolve client account issues.
- Fostered a positive work environment that encouraged teamwork while also promoting individual growth opportunities within the company.
- Mentored junior team members, providing guidance on best practices in service delivery management.
- Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
- Ensured adherence to legislative requirements and regulations, maintaining a high level of professionalism at all times.
- Proactively identified areas for improvement in service delivery processes, leading to continuous optimization efforts.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising quality of service delivered.
- Managed high call volumes of up to 30 calls per day while maintaining a high quality client experience.
Embedded Support Officer
Australian Taxation Office
09.2023 - 02.2024
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Provided remote assistance for up to 50 staff and colleagues using screen sharing tools, ensuring efficient issue resolution.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Created, prepared, and delivered reports to various departments.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Coached up to 15 staff and colleagues through day-to-day work and complex problems.
- Collaborated with cross-functional teams to resolve complex technical problems and deliver prompt solutions.
- Monitored employee and customer interactions to assess quality of service.
Service Delivery Officer - ATO Contract
Serco Group
07.2017 - 02.2023
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising quality of service delivered.
- Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
- Reduced resolution times by promptly addressing and resolving escalated customer issues.
- Proactively identified areas for improvement in service delivery processes, leading to continuous optimization efforts.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Managed high call volumes while providing high quality client experience
Education
Certificate IV - Accounting & Bookkeeping
Swinburne University of Technology
Melbourne, VIC06.2026
No Degree - Accounting Software
The Career Academy
Online2021
High School Diploma -
McKinnon Secondary College
McKinnon, VIC11.2009
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry & Record Management
- Call centre experience
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- Recordkeeping strengths
- Account Management
- Computer Proficiency
References
Available upon request
Timeline
Embedded Support Officer
Australian Taxation Office
09.2023 - 02.2024
Service Delivery Officer
Australian Taxation Office
02.2023 - Current
Service Delivery Officer - ATO Contract
Serco Group
07.2017 - 02.2023
Certificate IV - Accounting & Bookkeeping
Swinburne University of Technology
No Degree - Accounting Software
The Career Academy
High School Diploma -
McKinnon Secondary College
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