LORNA DE LOS ANGELES
Summary
An experienced customer service professional; equipped with personalised, competent, and proactive approach to challenges to provide a comprehensive client-focused relationships. Demonstrates problem-solving skills; capable of exercising good judgment in resolving issues and constantly looking for process improvements. Highly adaptable to change, and always ready to reinvent, analyse and investigate solutions from a functional perspective. Organised and dependable, successful at managing multiple priorities with a positive attitude.
Overview
14
14
years of professional experience
Work History
APS3 Service Delivery Officer Pro Tem
Australian Taxation Office, Traralgon Office
06.2022 - 11.2022
- Actively coaching and mentoring team members to build their confidence in their understanding of the business relative to their role as Service Delivery Officers.
- Maintaining overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimizing customer experience by delivering superior services, initiating to learn and apply in-depth knowledge of the business.
- Proactively collecting, arranging, and input information into ASIC and ATO system more systematically to achieve the team's goal.
- Ensuring that crucial tasks are undertaken and completed in a timely manner thereby assisting stakeholders to achieve their target Key Performance Indicators (KPIs).
- Continuously highlighting potential capability gaps among the team members.
- Supporting the Team Leader and staff by conducting regular reviews of operational procedures, thereby identifying areas for improvement.
- Effectively communicating in unison with team members and team leader and other stakeholder teams within the organisation to ensure prompt and satisfactory service delivery.
- Constantly developing improvement plans in alignment with goals; devising and implementing processes and procedures to streamline operations.
- Generating reports detailing Mailroom stocktake; updating tracking spreadsheets for process monitoring and reporting.
- Providing statistics reporting and analysis for forecast analysis and ad-hoc reporting in support of decision-making.
APS 1 Service Delivery Officer
Australian Taxation Office, Traralgon Office
01.2022 - Current
- Delivering lodgements, correspondences, and packages to ATO and Australian Securities and Investments Commission (ASIC) teams within the Traralgon Office and internally to other states
- Executing daily tasks including daily recording/uploading forms to PLANiT; daily printing, archiving, database management, enveloping and delivery of ATO correspondences
- Collecting, precise handling, invoicing through Australia Post, and actively delivering daily outwards mail to loading docks for pick-up
- Actively updating and accurately recording statistics for both incoming and outgoing mails; with the outbound mails seamlessly processed through Australia Post's Electronic Lodgement of Mailing Statements (e-LMS) system
- Proactively highlighting training capability gaps in the team by providing mentoring, training and skills development and support of new Mailroom staff.
- Frequently inspecting equipments and printers to ensure all inwards and outwards mails are promptly and satisfactorily delivered.
- Continuously devising and implementing processes and procedures to streamline Mailroom operations.
- Maintaining database systems by updating Mailroom statistics and providing reports in support of decision-making.
- Proactively researching and learning new tasks and responsibilities to ensure quality outcomes in servicing the business' customers.
Fulltime Principal Carer/Provider
09.2017 - 09.2020
Tax Help Volunteer (ATO Tax Help Program)
07.2018 - 10.2018
- Assisted with straightforward tax returns, claims and forms for individual taxpayers in person at accredited ATO Tax Help Centre
- Helped ATO clients with completing tax returns, and claims; online preparation and lodgement method for Tax Help
- Provided education on alternate online lodgement access for ATO clients who are genuinely unable to use myGov
- Advised clients on how to claim a refund of franking credits
- Provided directions to clients on whether to lodge a tax return based on the information supplied by them
- Showed and assisted clients on how to create a my gov account and all the online services they can use to manage their tax and superannuation
- Demonstrated to clients how to check the progress of their tax return; and be able to file for an amendment of the return, if necessary.
Customer Service/Cashier
BlueBay Fish Shop
02.2016 - 09.2017
- In charge of cash register with proficiency
- Customer service, telephone order taking and deliveries
- Assisted management with monthly inventory control of supplies and updated equipment maintenance.
Operations Supervisor
Traralgon Laundry
02.2011 - 09.2017
- In charge of production schedules, quality assurance and prompt delivery to all clienteles
- Management of the reception area including telephone and in-person inquiries
- Maintenance, incidents and breakdown reporting of machines and equipment to ensure smooth production
- Proper and accurate recording of invoices, contracts and accounts receivables via QuickBooks.
Receptionist and Accounting Clerk
St Lukes Medical Centre
03.2010 - 12.2012
- Timely and accurate handling of all incoming and outgoing correspondences including telephone calls
- Proper monitoring and updating clinic's patients' health and payment records
- Recording, processing, updating clinic's customers and suppliers accounts payables and receivables via MYOB.
Education
Bachelor of Science - Industrial Engineering And Management
Mapua Institute of Technology
Manila, Philippines04.1986
Skills
- Client relations
- Bilingual
- Adaptability
- Problem-solving
- Effective communication
- Computer Skills
- Positive work ethics
- Multitasking
- Cultural Awareness
- Analytical Thinking
- Critical Observation
- Process Analysis
Volunteer Works Affiliations
- Traralgon Lifeblood Team Member - Australian Red Cross Lifeblood - 07/01/22 to Present
- Tax Help Volunteer - Australian Taxation Office (ATO) - 07/01/18 to 10/01/18
References
Michelle Alkemade, Team Leader, Registry Revenue & Mail Management, ABRS, Australian Taxation Office
Timeline
APS3 Service Delivery Officer Pro Tem
Australian Taxation Office, Traralgon Office
06.2022 - 11.2022
APS 1 Service Delivery Officer
Australian Taxation Office, Traralgon Office
01.2022 - Current
Tax Help Volunteer (ATO Tax Help Program)
07.2018 - 10.2018
Fulltime Principal Carer/Provider
09.2017 - 09.2020
Customer Service/Cashier
BlueBay Fish Shop
02.2016 - 09.2017
Operations Supervisor
Traralgon Laundry
02.2011 - 09.2017
Receptionist and Accounting Clerk
St Lukes Medical Centre
03.2010 - 12.2012
Bachelor of Science - Industrial Engineering And Management
Mapua Institute of Technology
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