Summary
Overview
Work History
Education
Skills
Affiliations
Certification
References
Timeline
Generic
Katie Brickwood

Katie Brickwood

Oak Flats,NSW

Summary

Customer experience and operations leader with over three years of APS6-level leadership in high-volume government settings. Expertise in empowering teams through structural changes and coaching for performance improvement. Proven track record in onboarding, executive collaboration, and implementing strategic initiatives that drive organisational growth. Strong skills in conflict resolution and strategic reporting, enhancing workflows and addressing complex HR issues compassionately and effectively.

Overview

9
9
years of professional experience
1
1
Certification

Work History

APS6 Team Leader

Australian Taxation Office
Wollongong, New South Wales
08.2023 - Current
  • Led multiple teams through high-pressure periods, achieving adherence rates exceeding 95%.
  • Reduced onboarding time for new hires by fifty percent through customized coaching and structured support.
  • Partnered with internal stakeholders to advocate for health adjustments and accessibility accommodations.
  • Empowered staff to identify workflow inefficiencies, resulting in implemented procedural changes.
  • Facilitated transition of casual staff to permanent roles using targeted development plans and coaching.
  • Delivered strategic reports to executive leadership, aligning team outcomes with organizational goals.
  • Collaborated with internal teams to resolve complex HR matters with empathy and transparency.
  • Co-created a leadership portfolio focused on wellness and risk mitigation to promote customer-first mindset.
  • Monitored daily workflows to ensure compliance with established policies and procedures.
  • Coached employees on performance, fostering professional development and growth.
  • Developed strategies for conflict resolution and problem-solving among team members.
  • Resolved customer complaints effectively while maintaining high service standards.
  • Created a collaborative work environment that encouraged teamwork and positivity.
  • Assisted in recruitment by interviewing candidates and contributing to hiring decisions.
  • Reported team progress and challenges during leadership meetings.

Client Service Representative

Australian Taxation Office
Wollongong, New South Wales
04.2020 - Current
  • Delivered high-volume phone-based support to clients navigating complex and sensitive financial situations, including applications for compassionate release of superannuation.
  • Assessed eligibility and documentation for compassionate release cases with empathy, discretion, and strict adherence to legislative requirements.
  • Managed emotionally charged conversations with professionalism and care, often supporting clients experiencing financial hardship, illness, or crisis.
  • Maintained consistent performance across telephony metrics, including adherence, average handling time, and resolution rates.
  • Built rapport with vulnerable clients while balancing compliance, clarity, and compassion in every interaction.
  • Collaborated with internal teams to escalate urgent or complex cases, ensuring timely and appropriate resolution.
  • Contributed to knowledge sharing and peer support across teams, helping new staff navigate sensitive work types and client scenarios.

Operational Support Officer

Australian Taxation Office
Wollongong, New South Wales
03.2022 - 12.2023
  • Provided support to staff members with queries related to high-risk and complex operations.
  • Developed strategies for improving customer service levels across all operational units.
  • Conducted research into best practices for various operational activities.
  • Actively participated in regular meetings with other departments to coordinate tasks.
  • Ensured compliance with applicable laws, regulations and policies regarding operations.
  • Provided intensive coaching to underperforming staff, improving confidence and capability.
  • Supported graduate onboarding through tailored guidance across multiple channels.
  • Built rapport across teams and product stakeholders to resolve complex escalations.
  • Received formal recognition for leadership and performance, leading to an APS6 appointment.

Executive Assistant to Academic Director

Metavision Institute
Bowral, New South Wales
02.2017 - 11.2019
  • Monitored incoming emails and responded accordingly in a timely manner.
  • Performed data entry tasks into various software programs including MS Excel spreadsheets.
  • Conducted research on various topics as requested by executives or senior management personnel.
  • Facilitated communication between senior management and staff.
  • Assisted in organizing conferences, seminars and other events as directed by the executives.
  • Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
  • Maintained confidential records and files related to executive operations.
  • Managed conflicting priorities and coordinated meetings with key stakeholders.
  • Mentored students and developed wellness programs—demonstrating transferable skills in clinician support and engagement.

Education

Diploma - Counselling And Psychotherapy

Metavision Institute
New South Wales
11-2017

High School Diploma -

Warren Township High School
06-2003

Some College (No Degree) - Psychology

University of Wollongong
Wollongong, NSW

Skills

  • Team leadership
  • Performance coaching
  • Conflict resolution
  • Strategic reporting
  • Workflow optimization
  • Customer relationship management
  • Effective communication
  • Adaptability to change
  • Problem solving
  • Time management
  • Mentorship and development
  • Team Check-ins
  • Meeting facilitation
  • Employee evaluation
  • Performance improvement
  • Quality improvement
  • Coaching and mentoring

Affiliations

  • mother of two teenagers
  • Passion for traveling, exploring, growing personally, and creating a better world
  • Volunteer with a local homeless shelter
  • Painting and writing

Certification

  • HSR
  • first aid
  • working with children

References

References available upon request.

Timeline

APS6 Team Leader

Australian Taxation Office
08.2023 - Current

Operational Support Officer

Australian Taxation Office
03.2022 - 12.2023

Client Service Representative

Australian Taxation Office
04.2020 - Current

Executive Assistant to Academic Director

Metavision Institute
02.2017 - 11.2019

Diploma - Counselling And Psychotherapy

Metavision Institute

High School Diploma -

Warren Township High School

Some College (No Degree) - Psychology

University of Wollongong

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Katie Brickwood