Katie Corbett
Wollongong,NSW
Summary
I am a part-time University student, employed as a full-time ongoing APS 4 service delivery officer in Frontline Excellence Central at the Australian Taxation Office. I am a keen learner with a positive attitude and great attention for detail in all aspects of work. I am constantly seeking to develop my existing strengths and to obtain new skills. I have a strong, continuous improvement mindset, and aspires to become a leader who is recognised for exceeding all expectations.
Overview
8
8
years of professional experience
Work History
APS 4 Service Delivery Officer
Australian Taxation Office
Wollongong
07.2022 - Current
- Receiving inbound calls from service delivery operatives, offering support for complex client enquiries and ensuring the operative completely understands the answer, utilising policies, procedures, frameworks and legislation
- Mentoring and developing the skills of frontline delivery officers
- Actioning highly complex activities through researching, investigating and analysing information to develop and execute a solution
- Clear and efficient communication, both orally and written
- Engaging with stakeholders and coworkers to collaboratively deliver timely outcomes to clients, sharing my expertise in certain work types and learning from those specialised in others
- Supporting continuous improvement through constructive feedback
- Collaborating with peers and leaders to develop resolutions for complex issues
- Showing initiative and adapting to changing priorities.
APS 3 Service Delivery Officer
Australian Taxation Office
Wollongong
08.2021 - 07.2022
- Assisting client's in determining eligibility and processing of Compassionate Release of Super applications, making evidence based decisions in line with Superannuation legislation
- Early release of Super is an ever changing work type with a high level of emotional engagement, where client obsession comes with delivering honest, and often unfavourable outcomes to clients
- Efficiently helping my peers, offering my experience with unique client issues and provide, as well as accept, feedback
- Learning the importance of leadership and what it means to be a leader through the prestigious LEAD program
- Developing innovative improvements to make actioning work and seeking support more efficient and consistent.
APS 2 Service Delivery Officer
Australian Taxation Office
Wollongong
04.2020 - 08.2021
- Service delivery where the client experience is at the focus of all that I do
- Answering inbound phone calls from client's and confidently explaining critical information
- Being able to quickly adjust to unique client issues, and effectively communicating well-informed and tailored responses
- Researching and analysing information to inform my decision making and develop innovative solutions
- Accurate handling and processing of on-demand applications, enquiries and issues
- Assisting in eligible client's release their superannuation in the height of the COVID-19 pandemic.
Bar Hostess
Breakout Bar and Escape Rooms
Wollongong, NSW
11.2019 - 07.2022
- Ensuring engaging, impactful and positive customer and co-worker experiences
- Independently supervising the store and bar
- Empathising with frustrated customers and resolving complaints effectively
- Working in a team environment to ensure the efficiency of assigned work and quality of customer experiences
- Maintaining cleanliness and presentation of the business
- Ensuring quality and consistent communication and instructions within the team and with customers
Barista
Jacaranda Cafe
Figtree, NSW
09.2019 - 10.2020
- Ensuring impactful and positive customer service
- Maintaining store appearance
- Resolving customer complaints or issues efficiently and independently
Team Leader
Cold Rock
Wollongong, NSW
04.2017 - 09.2019
- Enthusiasm and positive attitude,especially when it comes to customer service
- Managing the store and team members independently as a Team Leader
- Accurately and independently achieving jobs set
- Resolving customer complaints effectively and efficiently
- Overseeing the productivity of my team members
Waitress
Michele’s Patisserie
Figtree, NSW
08.2016 - 04.2017
- In this position I was tasked with customer service, waitress duties, hygienic handling of food, and little, though confident, use of the coffee machine. My boss at the time appreciated my performance so much, they retrained me at their Cold Rock business when Michele’s closed.
Store Assistant
NEXTRA
Figtree, NSW
09.2015 - 04.2016
- Customer service and maintaining store presentation
- Accurate processing of important returns.
- Experience in handling money
- Developed and executed sales strategies
Education
High School Certificate - Economics, Mathematics and Visual Arts
St Mary's Star of The Sea College
Wollongong, NSW11-2019
Bachelor - Communication And Media And Economics And Finance
University of Wollongong
Wollongong, NSWSkills
- Problem-Solving Aptitude
- Continuous Improvement Mindset
- Fast and Eager Learner
- Highly Dependable
- Excellent Attention to Detail
- Friendly and Enthusiastic Attitude
- Great Interpersonal and Effective Communication Skills
- Strong Team Player, with the Ability to Work Unsupervised and Independently
- Quick and Accurate Task Completer
- Manage Competing Priorities Efficiently
- Builds and Maintains Trusted and Effective Relationships with Stakeholders
Accomplishments
- 2024 scholar for the Department of Foreign Affairs and Trades' New Colombo Plan Scholarship Program
- Received the Illawarra Credit Union Prize for Corporate Finance in 2023
- Received UOW Dean's Merit List Awards in 2021, 2022 and 2023
- Awarded Wollongong's ATO Site Customer Service Operator of the Year in 2022
References
- Donna Simmons, Current Team Leader at ATO, 02 422 32102, Donna.Simmons@ato.gov.au
- Nicole Manojlovic, Former Team Leader at ATO, 02 4223 2973, Nicole.Manojlovic@ato.gov.au
- Mitchell Lindgren, Former Team Leader at ATO, 02 9374 1884, Mitch.Lindgren@ato.gov.au
Timeline
APS 4 Service Delivery Officer
Australian Taxation Office
07.2022 - Current
APS 3 Service Delivery Officer
Australian Taxation Office
08.2021 - 07.2022
APS 2 Service Delivery Officer
Australian Taxation Office
04.2020 - 08.2021
Bar Hostess
Breakout Bar and Escape Rooms
11.2019 - 07.2022
Barista
Jacaranda Cafe
09.2019 - 10.2020
Team Leader
Cold Rock
04.2017 - 09.2019
Waitress
Michele’s Patisserie
08.2016 - 04.2017
Store Assistant
NEXTRA
09.2015 - 04.2016
High School Certificate - Economics, Mathematics and Visual Arts
St Mary's Star of The Sea College
Bachelor - Communication And Media And Economics And Finance
University of Wollongong
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