Lauren Pendergast

I am seeking a new professional challenge at the Australian Taxation Office, aiming for an APS 4 position that offers advancement opportunities and skill development. I bring strong interpersonal and organisational skills, collaborative abilities, and expertise in planning and implementation. My experience includes building positive, respectful relationships with stakeholders, demonstrating my positive personality, strong work ethic, conflict resolution skills, professional attitude, and assertiveness. Currently, I am on higher duties as an APS 4 Service Delivery Support Officer at the Wollongong Office. I am eager to transition into a more hands-on role that allows me to assist others, aligning perfectly with my career aspirations and goals.

Criteria Example 1: Works collaboratively with a range of stakeholders and colleagues to deliver timely outcomes that enhance the client and staff experience and support capability growth in others.

Providing quality coaching for an operative undergoing clause 99.1.

The task was to provide quality coaching to assist the operative in providing a quality interaction with the client. To help improve skills for the operative, to reach benchmark call handling times and provide better advice. As well as close any performance gaps the operative may have been experiencing.

This action was taken by:

* Sitting with the operative providing one on one coaching by double-jacking and listen to calls remotely via Verint.

* Provide new skills to help assist the operative to complete quality work in a time efficient manner whilst also ensuring the client was met with a positive interaction.

* I analysed the workflow, identified hurdles, and proposed a system to streamline processing work types for the operative.

This action was left with the result of:

* Average handling time reduced by 20%, whilst completing a quality interaction with the client.

* Implementing new skills provided in the tailored coaching program, Reducing transition time and after call work by 20%.

* The new system reduced processing time by 15% and improved client satisfaction ratings by 10%.

Criteria Example 2: Researches, investigates and analyses information, to identify issues and work through solutions Situation.

A team member received a call from a tax agent querying why their client had received a notification regarding a Super Guarantee (SG) payment from an employer the client had never worked for. The operative, unsure of the cause, escalated the matter to me for further investigation.

My objective was to identify the root cause of the incorrect SG allocation and determine the appropriate steps to rectify the issue.

I conducted a detailed analysis of the client’s account and initiated a thorough review of the employer’s SG lodgement history for the relevant quarter. During this process, I identified a discrepancy between the Tax File Number (TFN) provided in the employer’s submission and the actual details of the client. This mismatch had resulted in the SG payment being incorrectly allocated to the wrong individual’s superannuation account.

Recognizing the need for corrective action, I escalated the issue to the Product team to initiate the recovery and reallocation process. I collaborated with stakeholders to ensure the correct procedures were followed and that the integrity of both accounts was maintained throughout the resolution.

As a result of the investigation and coordinated efforts, the misallocated SG contribution was successfully recovered and reallocated to the correct employee’s superannuation account. The client and tax agent were informed of the resolution, and the case was used as a learning opportunity to reinforce data validation practices within the team.

Criteria Example 3: Client and staff focused and communicates with confidence, achieving quality results in a fastpaced environment.

I was selected to provide floorwalking support for newly trained casuals who were in consolidation for S-01/S-02 super training. An operative received an enquiry regarding a client receiving a letter about excess non-concessional contributions. This was the first call the operative had received on this topic and they were unsure on how to answer the client's questions.

I guided the operative through our EKM procedures and:

· Explained the concept of Non-Concessional Contribution caps and what happens when the cap is breached.

· Explained the follow up steps involved for making an election for the release of funds that have breached the contribution cap.

· Guided the operative with instructions on how the client can self-serve via ATO Online and to resources on the ATO website to provide the client.

· Asked probing questions to ensure the operative understood the information and what to provide to the client.

The operative was able to confidentially relay the above information to the client and educating them from preventing this scenario in future. After the call, I assisted the operative in making notes for themselves ensuring the operative to feel empowered to handle these enquiries in future.

Criteria Example 4: Applies policies, procedures, frameworks or legislation to provide advice, make evidenced based decisions and complete a range of tasks.

A team member sought my assistance while processing a direct claim request, as they were unfamiliar with using the Department of Home Affairs’ Mainframe system to verify a client’s visa status.

My role was to guide the operative through the correct procedure for checking visa status using Mainframe, ensuring they could confidently navigate the system and follow the associated scripting.

I accessed Task 4 of the scripting, which outlines the steps for verifying a client’s former temporary resident status. I walked the operative through the process in real time, explaining how to interpret the scripting and apply it within the Mainframe interface. As we progressed, I ensured the operative understood each step, encouraging them to engage with the system directly while referring back to the scripting for guidance.

Through this collaborative approach, the operative was able to identify the relevant visa dates and confirm the client’s former temporary resident status. This hands-on learning experience helped solidify their understanding of both the system and the procedure.

Following our session, the operative reported increased confidence in using Mainframe and interpreting procedural scripting. As a direct outcome, they have since reduced processing time for direct claims by 20%. This interaction not only enhanced their technical capability but also contributed to improved team efficiency and service delivery.

My goal at the ATO is to continue growing, succeeding and building important relationships with stakeholders to help me achieve my career aspirations as an APS 4 Service Delivery Officer. I have proven ability to deliver high quality work within tight deadlines while managing multiple priorities. Strong communication and interpersonal skills, with a track record of building relationships and collaborating effectively with stakeholders at all levels. My passion lies within supporting my peers, in helping them provide the most effective, proficient solution to meet community needs.