Khushbu Sopariwala
Boronia,VIC
Summary
Dynamic service delivery leader with a proven track record at the Australian Taxation Office, excelling in stakeholder management and performance metrics analysis. Empowered teams to enhance operational efficiency and fostered a culture of innovation, achieving significant improvements in client satisfaction and service quality through effective coaching and problem-solving skills.
Offering blend of leadership qualities and strong desire to learn and grow within management environment. Delivers insights into strategic planning and operational procedures, coupled with excellent communication and organizational skills. Ready to use and develop these skills in [Desired Position] role.
Overview
3
3
years of professional experience
Work History
APS 6 Service Delivery Team Leader
Australian Taxation Office
05.2025 - Current
- Supported team in daily service delivery operations, enhancing workflow efficiency.
- Assisted in troubleshooting customer issues, ensuring timely resolution and satisfaction.
- Collaborated with team members to maintain high service standards and quality control.
- Participated in training sessions to develop product knowledge and service skills.
- manages competing priorities and deadlines, and plans with clear, realistic timeframes that include measurable outcomes
- fosters a culture of innovation and drives the implementation of business improvements
- is a leader who empowers and drives high performance to deliver quality outputs
- communicates with influence to build and maintain strong working relationships with business partners
- is flexible and adaptable while positively influencing behavioural and organisational change.
Aps 4 Service Delivery Officer
Australian Taxation Office
06.2024 - 04.2025
- Managed client inquiries and resolved issues to ensure timely service delivery.
- Coordinated communication between stakeholders to facilitate efficient workflow processes.
- Supported implementation of new systems, enhancing overall service efficiency and accuracy.
- Assisted in maintaining compliance with taxation policies and procedures, ensuring adherence to regulations.
- Developed training materials for new staff, improving onboarding experience and service quality.
- Collaborated with cross-functional teams to streamline operations and enhance customer satisfaction.
- Analyzed service delivery metrics to identify trends and recommend process improvements.
APS 3 Service Delivery Officer
Australian Taxation Office
02.2023 - 03.2024
- Managed service delivery processes to enhance client satisfaction and operational efficiency.
- Coordinated communication between clients and internal teams to ensure timely issue resolution.
- Monitored service performance metrics to identify areas for improvement and implement corrective actions.
- Assisted in the development of standard operating procedures for service delivery consistency.
- Conducted regular quality checks on services provided, ensuring compliance with company standards.
- Supported training initiatives for new team members, fostering a collaborative work environment.
- Analyzed customer feedback to inform service enhancements and improve user experience.
Education
Certificate IV - Leadership And Management
Swinburne University of Technology
Melbourne, VIC12-2025
MBA - Finance
ICFAI
Gujarat, India04-2012
Skills
- Coaching and mentoring
- Compliance
- Innovation skills
- Stakeholder management
- Incident management
- Performance metrics analysis
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Task prioritization
Timeline
APS 6 Service Delivery Team Leader
Australian Taxation Office
05.2025 - Current
Aps 4 Service Delivery Officer
Australian Taxation Office
06.2024 - 04.2025
APS 3 Service Delivery Officer
Australian Taxation Office
02.2023 - 03.2024
Certificate IV - Leadership And Management
Swinburne University of Technology
MBA - Finance
ICFAI
• I Received a Manager’s Site Award for Above and Beyond for undertaking workshops on how to use the
· I Received a Manager’s Site Award for Above and Beyond for undertaking workshops on how to use the communication toolbar correctly. My trainings significantly improved the team productivity assisting my team to have the best productivity in Box Hill frontline services.
· I Received a People’s Choice Award for my commitment in providing top-quality support for all Box Hill frontline staff. I assisted staff to deliver effective solutions and resolve their complex cases. This empowered the staff and contributed to a high performing and knowledgeable team.
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