Laylah Phillips
Summary
Committed to delivering exceptional customer service, consistently exceeding client expectations to foster strong relationships and ensure a positive stakeholder experience. Proactively identify opportunities for process improvement, resulting in a seamless and efficient workflow.
Skilled communicator adept at building rapport and effectively conveying information through multiple channels, including face-to-face meetings, phone calls, and email. Possess strong administrative and computer skills to efficiently manage tasks and maintain accurate records, contributing to a streamlined and organised work environment.
Overview
6
6
years of professional experience
Work History
National Support Officer – Workplace Services Business Management
Australian Taxation Office
03.2024 - Current
- Building and maintaining strong relationships with diverse stakeholders, fostering trust and collaboration.
- Utilising critical thinking and attention to detail to improve procurement processes, reduce costs, and ensure compliance.
- Leveraging organisational skills to optimize maintenance, space allocation, and equipment resources for a productive workplace.
- Delivering high-quality service with a focus on customer satisfaction and problem-solving.
- Combining attention to detail with proficiency in administrative tasks for accuracy and efficiency.
- Analysing complex situations to identify effective solutions and make sound judgments.
- Prioritising tasks and managing workload effectively to meet deadlines.
- Coordinating and managing events with attention to detail and multitasking skills.
- Incorporating sustainable practices into work and advocating for eco-friendly initiatives.
- Understanding and applying financial principles to manage budgets and resources effectively.
- Seeking out professional development opportunities to stay updated on industry trends and best practices.
- Creating, preparing, and delivering clear and concise reports to various departments.
Lodge and Pay Officer – Frontline Operations
Australian Taxation Office
09.2023 - 03.2024
- Ability to accurately follow procedures and maintain high levels of accuracy in work output
- Understanding of relevant legislation, regulations, and compliance frameworks
- Deliver exceptional customer service to taxpayers, fostering empathy and understanding
- Proactively reach out to clients through various communication channels to address outstanding lodgments and debt obligations
- Utilize multiple computer systems to efficiently manage client information and processes
- Maintain accurate and comprehensive records, ensuring compliance with all relevant policies and procedures
- Gather and organise client data into clear and concise notes to support case officers in their interactions.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
Manager
SUBWAY®Restaurants
02.2019 - 08.2023
- Successfully led and motivated 15 team members, fostering a positive and productive work environment
- Consistently provided exceptional customer service, building strong relationships and resolving issues with empathy and professionalism
- Efficiently managed daily store operations, ensuring compliance with all regulations and optimising profitability
- Recruited, hired, and provided tailored training a high-performing team, investing in their development and creating a supportive culture
- Demonstrated strong financial awareness by effectively managing inventory, controlling costs, and maximizing profitability
- Proactively addressed customer complaints and challenges, demonstrating exceptional problem-solving skills and a commitment to customer satisfaction.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
Education
Certificate IV - Business
TAFE NSW
Newcastle, NSW08.2024
Certificate IV - Retail Management
Reach For Training
Newcastle, NSW04.2021
Skills
- Cultural Competence and Sensitivity
- Communication and Interpersonal Skills
- Teamwork and Collaboration
- Client service
- Time Management
- Problem-Solving
- Multitasking Abilities
- Open-mindedness
Timeline
National Support Officer – Workplace Services Business Management
Australian Taxation Office
03.2024 - Current
Lodge and Pay Officer – Frontline Operations
Australian Taxation Office
09.2023 - 03.2024
Manager
SUBWAY®Restaurants
02.2019 - 08.2023
Certificate IV - Business
TAFE NSW
Certificate IV - Retail Management
Reach For Training
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