Kapil Gaur

Client-focused and compliance-driven professional with over 14 years' experience across financial services, public health, and regulated industries. Skilled in resolving complex enquiries, managing vulnerable clients with empathy, and applying legislative and procedural frameworks to deliver equitable outcomes. Experienced in frontline operations, digital platforms, and CRM systems. Culturally aware and multilingual, with a strong commitment to integrity, transparency, and public service. Seeking to contribute to the ATO’s mission by supporting clients with their taxation and superannuation obligations through professional, ethical, and informed service.

• NAB: Recognised for calm and empathetic resolution of high-risk fraud cases
• Achieved Customer service award in 2019 throughout of 40 branches in all over Australia.
• Achieved first runner up position in the 2013 Branch Grading System, awarded through customer service, profitability and compliance of branches throughout the country
• Awarded Employee of the Quarter in 2010
• Highest seller of MCP in Melbourne Region

· Microsoft Office Suite (Word, Excel, Outlook, PowerPoint),Advanced

· PEGA, Ebobs, Amigo, Xpress Money, Western Union, MoneyGram,Advanced

· CRM Systems: Siebel, internal banking CRMs, familiarity with Pathway style platforms

· Data Entry (10-key keypad), EFTPOS, Mac/PC platforms

• Deep commitment to APS values: integrity, service, respect, accountability
• Proven record of acting ethically and confidentially in sensitive, high-trust environments
• Lived experience in multilingual and multicultural settings, enabling better public engagement
• Passionate about equity, fairness, and support for vulnerable community members
• Dedicated to continuous improvement and knowledge sharing with team members