LAURA ACCAPUTO

• Enhanced team performance by developing and implementing effective coaching strategies.
• Boost resolver confidence through personalized training sessions and continuous feedback.
• Enhanced resolver satisfaction by promptly addressing and resolving support issues.
• Developed training materials to improve team performance and knowledge in key areas.
• Implemented data-driven strategies to identify areas of improvement within the support department.
• Reduced response times by optimizing support workflows and implementing time management techniques.
• Conducted regular performance reviews, identifying opportunities for growth and development among team members.
• Created detailed reports on support metrics, providing valuable insights into trends and areas for improvement.
• Established strong relationships with resolvers, ensuring their ongoing satisfaction with our support.
• Organized regular training sessions for the support team, keeping them up-to-date with procedures, workflow and guides.
• Streamlined support processes for increased team efficiency and productivity.
• Side by side observations with resolver to gain an understanding for any training or issues they are having.
• Have a balanced and positive approach with the delivery of feedback to resolvers.

Example 1

Previously a resolver had issues with reaching out to support as they found the support unapproachable. They felt as if the only time they spoke was for negative feedback. This resolver had lost trust and has been hesitate with asking for help.

I advised the resolver that I would sitting with them for observation giving out reminders on what will need to be actioned on the complaint.

Throughout the side by side, the resolver was a little difficult as they a fixed mindset on support. I was able to break down that barrier and deliver the feedback of improvements that were needed such importance of a detailed note, use of MS teams and the number of of complaints in their Self managed work bin. As well as improvement feedback I also delivered positive feedback such as their navigating the systems to make sure the we can deliver the correct information to the client, when contacting the client the great use of tone and confidence.

By the end of the observation I had the resolver comfortable enough to explain any issues they were having and actually asked if i could look into them having a refresh of training. I advised that I would chat to their Team leader about providing some training for a refresh.

After the side by side, a report was completed in a template style about all that was discussed in our session

- what the improvements were needed

- what the positives were

- issues the resolver was having

This was sent to Team leaders (both mine and resolvers) and the resolver . Refresh training was organised and provided for the resolver for the skill set they were struggling with.

The best part is that now that resolver is comfortable enough to ask questions when needing support as they feel now they are being heard.

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Work well in a team setting, providing support and guidance.
• Manage time efficiently in order to complete all tasks within deadlines.
• Demonstrate respect, friendliness and willingness to help wherever needed.
• Passionate about learning and committed to continual improvement.
• Organized and detail-oriented with a strong work ethic.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Attention to detail while completing templates and activities notes.
• Developed and maintained courteous and effective working relationships with clients by listening to their needs and understanding their concerns
• Identified issues, analyzed information and provided solutions to problems such as improvements to scripting.
• Participate in team meetings and positively support staff during training and consolidation

Complaint example

July 2023 - Complainant had request a refund of a SG credit amount. It had been over 2 months and complainant was extremely frustrated with how they had been dealt by the ATO.

I apologised and reassured the complainant that I would investigate to why the refund was not able to process and would give an explanation to why this has occurred.

After further investigation and going through complaints procedures and obtained some guidance from super product. I was able to create a new activity to have the refund processed ASAP.

The issue was the bank details had been incorrectly input, when this matter was corrected the refund issued, Complainant was very content and that I had made resolution and was pleased with the way I had handle the whole complaint.

Complaint support example

August 2023 - I provided support to new complaints resolvers. I have 7 resolvers around me. I guided them through several complaints on how to process a complaint, contact a client and finalise a complaint, use of how to create a template and how create an informative note. As I was going through each complaint I would ask questions and let the resolvers give me directions on what to complete next, so I knew that they were paying attention and understanding the complaint procedures and ATO systems.

Resolvers found this very helpful and were very pleased with the support. For this support session I received a Kudos from Sev a support hub coach.

• Have skill sets such as fund nomination, direct claims, Lost member register (LMR)and transfer balance account reports (TBAR) , All forms, IT amendments, Superannuation S1/S2, Small Business Superannuation Clearing House (SBSCH)
• Outbound calls to tax agents, super suppliers and clients for all skill sets.
• Inbound telephony in helping client with early release of super due to COVID, change of details. Linking codes, SBSCH and S1/S2 superannuation enquiries
• Collect, arrange and input information into ATO database system.
• Offered friendly and efficient service to clients and professionals, handle challenging situations with ease.
• Resolve conflict and negotiate with clients by listening to their concerns, then providing education via the ATO website or ATO forms, to enhance their understanding and knowledge
• Successful in Expressions of Interest training opportunities to ensure staff are able to meet and exceed the expectations of clients whilst working within service standards.

Below are examples of clients I have assisted which have resulted in first call resolution.

Example 1 - August 2022 - Client phoned in advising they had been trying to receive their ATO held monies of $119.30. They expressed how immensely frustrated they were when calling the ATO as they were given different information each time they had contacted and if the money was not processed in their account their wanted to lodge a complaint. The enquiry was to why the funds have not transferred in the client personal bank account as yet as last operative had advised that the funds could be released into her bank account due to being under $200 amount. Having experience in direct claims for ATO held monies, the client in fact did not meet any eligibility to have the funds released to their bank account. The only way transfer would have to be a rollover. This answer made the client more agitated having to now open another superfund. With complete understanding and empathizing with the client, I explained again to why they were definitely not eligible to receive funds into personal bank account. Guiding them to the ATO website and quoting a QC code, I read through the category and explained each one. Client then became thankful. I continued to advise the client that after they have opened the superfund account to contact the ATO and we would be able to process a fund nomination over the phone or alternatively the rollover could also be made on ATO online through myGov. I guided client through the ATO online, so they would know where to proceed in myGov. Resolution was a much happier client who now had a clear understanding to why the funds were not transferred to her personal account. Also in after call work it was noted, when the client did make that call back, the fund nomination would be completed while they stayed on the phone, so that way it would give the client confidence back in ATO.

Example 2 -February 2021 Client contacted ATO. Client was extremely annoyed and emotionally stressed and to add they had been on hold for nearly an hour. Their attitude towards myself was quite rude. The client explained that they had continuously tried to link their myGov to the ATO as they felt they had answered the 3 questions correctly. The client was in a panic as he wanted to apply for the ERSB. After advIsing the client that I would help them to the best of my ability and that i am actually here to help them in an assertive but nice tone. I continued advising that I would be able to assist them to link the ATO with a linking code and once the account is linked, I would be able to guide him through the application through ATO online. Client seemed to have calmed down and was more pleasant with their communication. After linking code was given and application was processed. Client was pleased and felt a weight had been lifted of their shoulders and hopes if they ever have to contact the ATO they would be just as helpful.

• Trained and motivated 8 employees to perform daily business functions, including retail and salon.
• Interpreted clients' needs and introduced services that would perfectly fit those requirements.
• Kept work areas, tools and equipment clean and properly sanitized to protect customers from risk of infection.
• Trained salon staff in traditional and innovative haircutting techniques and salon management.
• Educated clients about products and self-maintenance for healthy hair based on individual customer needs and preferences.
• Established strong relationship with client base to generate long term business.