Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Languages
Timeline
Generic

Lorna De Los Angeles

10 Hammersmith Circuit Traralgon

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. challenges, dedicated to building strong, client-focused relationships. Demonstrates strong problem-solving abilities and sound judgment in resolving issues, while continuously seeking opportunities for process improvement. Highly adaptable to change, with a consistent focus on analysing and exploring functional solutions to drive better outcomes.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Service Delivery Officer, Registry Revenue and Mail Management

AUSTRALIAN SECURITIES AND INVESTMENTS COMMISSION
01.2022 - Current
  • Delivering lodgments, correspondence, and packages to ATO and ASIC teams locally and interstate
  • Managing daily tasks such as uploading forms to planIt, and ASCOT systems; printing, archiving, database maintenance, and handling ASIC correspondences
  • Scanning registered documents via Enterprise Scan and performing quality control on the scanned documents prior to archiving
  • Collecting, invoicing via Australia Post, and accurately delivering daily outgoing mail to loading docks for pickup
  • Accurately recording mail statistics and processing outbound mail via Australia Post's e-LMS system
  • Identifying training gaps and supporting new Mailroom staff through mentoring and skills development
  • Regularly inspecting equipment to ensure timely and accurate mail delivery
  • Streamlining Mailroom operations through improved processes and procedures
  • Updating databases and reporting Mailroom statistics to support decision-making
  • Proactively learning new tasks to maintain high-quality customer service

APS3 Service Delivery Officer (Pro Tem) HDA

AUSTRALIAN TAXATION OFFICE and ASIC
06.2023 - 07.2025
  • Coaching and mentoring team members to strengthen their understanding of business functions
  • Promoting a safe work environment through training and adherence to safety protocols
  • Enhancing customer experience by applying in-depth business knowledge and delivering quality service
  • Systematically managing and inputting data into ASIC and ATO systems to support team goals
  • Ensuring timely completion of key tasks to help stakeholders meet KPIs
  • Identifying and addressing capability gaps within the team
  • Assisting the Team Leader by reviewing operational procedures and suggesting improvements
  • Collaborating with team members and stakeholders to ensure efficient service delivery
  • Developing and implementing process improvements aligned with team objectives
  • Managing Mailroom stocktake reporting and updating tracking spreadsheets
  • Preparing statistical reports and analyses to support forecasting and decision-making

FULLTIME PRINCIPAL CARER/PROVIDER

Self-employed
09.2017 - 09.2020

Tax Help Volunteer

AUSTRALIAN TAXATION OFFICE
07.2018 - 10.2018
  • Assisted individuals with basic tax returns and claims at an ATO Tax Help Centre
  • Guided clients through online tax return preparation and lodgment via myGov
  • Educated clients on alternative lodgment options when myGov was not accessible
  • Advised on eligibility for franking credit refunds and tax return requirements
  • Helped clients create myGov accounts and access ATO online services
  • Demonstrated how to track return progress and submit amendments if needed
  • Used strong interpersonal communication skills to convey information to others.
  • Mentored new volunteers, fostering a supportive and inclusive team environment.
  • Represented organization positively and professionally while providing community with much-needed services.

Customer Service Representative, Cashier

BLUEBAY FISH SHOP
02.2016 - 09.2017
  • Operated cash register with accuracy and efficiency
  • Provided customer service, handled phone orders, and coordinated deliveries
  • Supported inventory control and equipment maintenance tracking

Operations Supervisor

TRARALGON LAUNDRY
02.2011 - 09.2017
  • Managed production schedules, quality control, and timely client deliveries
  • Oversaw reception duties, handling phone and in-person inquiries
  • Reported equipment issues to maintain smooth operations
  • Recorded invoices, contracts, and accounts receivable using QuickBooks

Receptionist, Accounting Clerk

SAINT LUKE'S MEDICAL CENTRE
03.2010 - 12.2012
  • Efficiently managed all incoming and outgoing correspondence, including phone communications
  • Accurately maintained patient health and payment records
  • Processed and updated accounts payable and receivable for customers and suppliers using MYOB

Education

Certificate III - Business Administration

GIPPSTAFE
Morwell, VIC

Bachelor of Science - Industrial Engineering and Management

MAPUA INSTITUTE OF TECHNOLOGY
Manila, Philippines
04.1986

Skills

  • Learning agility
  • Stakeholder engagement
  • Effective communication
  • Technological adeptness
  • Process analysis
  • Problem-solving abilities
  • Time management and multi-tasking abilities
  • Attention to details
  • Positive work ethics
  • Cross-functional coordination
  • Team collaboration
  • Adaptability and Cultural Awareness

Certification

  • Certificate in QuickBooks
  • Certificate in Medical Transcription
  • Certificate in MYOB Professional Program

Affiliations

  • Traralgon Lifeblood Team Member - Australian Red Cross Lifeblood
  • Tax Help Volunteer - Australian Taxation Office (ATO)
  • The Violet Initiative

Languages

Tagalog
English

Timeline

APS3 Service Delivery Officer (Pro Tem) HDA

AUSTRALIAN TAXATION OFFICE and ASIC
06.2023 - 07.2025

Service Delivery Officer, Registry Revenue and Mail Management

AUSTRALIAN SECURITIES AND INVESTMENTS COMMISSION
01.2022 - Current

Tax Help Volunteer

AUSTRALIAN TAXATION OFFICE
07.2018 - 10.2018

FULLTIME PRINCIPAL CARER/PROVIDER

Self-employed
09.2017 - 09.2020

Customer Service Representative, Cashier

BLUEBAY FISH SHOP
02.2016 - 09.2017

Operations Supervisor

TRARALGON LAUNDRY
02.2011 - 09.2017

Receptionist, Accounting Clerk

SAINT LUKE'S MEDICAL CENTRE
03.2010 - 12.2012

Certificate III - Business Administration

GIPPSTAFE

Bachelor of Science - Industrial Engineering and Management

MAPUA INSTITUTE OF TECHNOLOGY

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Lorna De Los Angeles