LULU FAGOTA
Melbourne,VIC
Summary
I am an accomplished professional with a stellar customer service record and work ethic. I have excellent planning, interpersonal and organisation skills with proven ability to ensure strong team approach and attainment of maximum performance levels and productivity in a challenging environment. My professional demeanour allows me to effectively achieve positive outcomes on an individual and team level, train staff appropriately and build relationships based on a mutual respect. I am a reliable, trustworthy, and diligent worker – with an adaptive approach. This has allowed to build my skills in being adaptive to different environments and as a result it has built my passion for traveling and relocating. I’m highly motivated and have a natural aptitude in acquiring a position in leadership roles.
Overview
5
5
years of professional experience
Work History
Team Leader
Australian Taxation Office, ATO
08.2022 - Current
- Provide real time feedback and coaching, and identifying different risks of staff performance which has contributed towards sustained improvement and excellent client services.
- Initiate in house training as a subject matter expert in individual and team capacity to upskill and develop my team
- This has proven in an excellent client service via multi-channel environment, where my team are now all working via telephony, processing and face-to-face (shopfront) environment. As a result, my team’s total performance productivity has exceeded the dashboard benchmark of 95% each week since January 2023.
- Being a proactive leadership team member, assisting in accommodation issues, allocation of work points, workplace health and safety initiatives and general work management issues
- Being actively involved in the strategic planning of our Compromised Identity Product to ensure that the ATO could continue to support clients facing identity issues. One example was through a project I led which successfully, by using my technical knowledge of the product, had allowed me to highlight feedback regarding CISC template. Through this, it was identified there were numerous issues which were slowing down this work type, increasing average handle times (AHT) and causing confusion in the questions beings asked in the template. The solution I provided allowed for the closure of a significant portion of our on-hand work in a significantly shorter timeframe
- Ability to understand the risks that are posed towards the business, both in terms of the current activities and potential future issues, has allowed for me to make evidence-based recommendations
- Leading a diverse team, trained in a variety of work types and supporting the delivery of key business outcomes including late finishes, work type pressures and strategic goals
- Fostering an atmosphere of mutual respect in which staff have gained a sense of satisfaction and camaraderie
- Investing my time personally, through running training sessions, I ensured that work is being done right the first time, reducing individual errors, and producing results above expectations. One example involved more than 600 activities that under normal procedures would have each involved a telephone call to the same client. Through liaising with my team members, I was able to support, without delay, the closure of all activities with one telephone call
- Implementing a clear two-way communication to ensure the successful onboarding of staff and fostering of a positive team atmosphere. This has further allowed for me to empower my team to produce excellent client-centric outcomes in an ever-changing environment.
- Supporting new staff members through their probation and quality assurance assessment, informing them and guiding them through their identified areas for improvement
- Providing a series of one-on-one case conferences with the staff I support, to build their capacity to complete tasks in a timely and efficient manner
- Ensure staff successfully complete probation by monitoring their attendance, behaviour and performance
- Managing of staff including absences, shifts, pays and workplace issues
- Encouraging an environment where others can bring forward their innovative ideas for procedural updates
- Leading a team to deliver excellent client service and applying monthly coaching techniques to develop staff capability including quality assurance and productivity supports
- Creating and maintenance of relationships to support the business line with other staff in Workplace Services, Work Management and Product Owners to negotiate and drive optimal client experience outcomes. This has enabled communication and cooperation on key projects. An illustration of this, involved an in-depth investigation, where an there was suspicions of a tax agent committing refund fraud on vulnerable individuals. My relationship with these stakeholders, had resulted in my involvement in the investigation. I then scrutinised the issue and ultimately, the ATO prevented money from being paid out.
- Monitored team performance by analysing weekly staff data and provided constructive feedback to increase productivity and maintain quality standards.
Frontline Excellence Service Delivery Officer
Australian Taxation Office, ATO
05.2022 - Current
- Consult with internal stakeholders to assist and investigate on certain priority cases
- Contributed to the update of Client Identity Security Client (CISC) procedures and frameworks regarding “Operation Protego” with internal stakeholders to provide guidance and advice for staff
- Utilizing my knowledge in Income Tax, I identified a label in the income tax return (ITR) that was filled out incorrectly and was able to assist and support my team member to educate the client before correcting the form and preventing a further escalation
- Significant. intel was gained and passed onto the relevant stakeholders to conduct an investigation. Multiple client contact was required to interview clients regarding tax returns and refunds not being passed on from their tax agent. Significant intel was gained and passed onto the relevant stakeholders to conduct an investigation.
- Enabling a client obsessed focus in multiple products including, Income Tax Individuals and The Client Identity Support Centre by furnishing staff’s collective knowledge
- I used the product knowledge I had gained in previous positions to provide greater insights to team members and gave technical advice on how to proceed and resolve problems they faced
- Regularly contributing to the enhancement of procedures to ensure administrative efficiency and ensuring high levels of client satisfaction. This includes the utilisation of product knowledge to suggest business improvements. For example, I was selected to participate in the implementation of the Client Identity Service Centre (CISC) template, that was created help CISC operatives finalise their cases with a “first call” resolution. Proactively, I gathered intelligence from other staff members and presented any potential issues to product owners who created a solution. This quick resolution prevented complaints from generating, which would have impacted the wider organisation. Moreover, I encourage others to bring forward their innovative ideas for procedural updates.
- Creating relationships with superiors, colleagues, and other departments to strengthen interdepartmental cooperation
- I have had to demonstrate my continual ability to balance the needs of the staff I supported and my workload. They work with our stakeholders via a variety of channels and, as such, have different needs, that I must triage, using several factors that allow me to balance multiple requests at a time
- Creation of the Team Plan and Strategic Vision
- Providing one on one support to foster knowledge and increase performance including handling times and completion rates
- Delivering training as a subject matter expert in an official, peer and team capacity to build others capability
- Nurturing a team focused environment and assisting new recruits with their understanding
Service Delivery Officer
Australian Taxation Office, ATO
12.2020 - 08.2023
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Investigate, identify and mitigate potential risks for compromised client’s ID
- I interview clients to identify the cause of having their identity compromised or when reporting fraud on their account
- Having the ability to judge on corrective action to take and conduct remedial action of client records by adding appropriate security measures based on the determined level of risk detected to protect client information
- Provide high level of customer service by adapting quickly to switching from processing to telephony work daily to meet the demand of high call volumes during peak times
- Confirm, verify, and change client information to ensure client integrity through proof of record ownership (PORO) processes
- Informing clients of identified risks associated with their record and providing crucial advice and guidance to educate on how to further protect their identity in the event that their TFN has been compromised such as setting up a secret password, enrolling for Voice Authentication, referring clients to external agencies and promoting ATO online services for additional support material
- Provide support and coaching to other operatives to achieve the best outcome for the client and improve team productivity
- Communicate complex and sensitive matters to clients and relevant stakeholders
- Action complex matters referred by higher management or referred from other departments due to client complaints and/or escalations
- Leading Engagement portfolio for CAS team and deliver in initiatives.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Front Office Operations Manager
Imagine Hotels & Resorts, Southbank
02.2019 - 09.2021
- Conducted induction and training of Front Office and Housekeeping staff to deliver high standard of customer service
- Manage and coordinate the appropriate help and advice to guests and lead the Front Office staff to assure consistent customer satisfaction
- Assisted in recruitment of staff by identifying and interviewing selected talented employees to grow organisational capabilities and encourage internal promotions by staff development
- Developed system training manuals that represents the “Imagine” way
- Handle guest complaints or any major incidents such as a safety issue or incident reports by maintain knowledge of building by laws and body corporate members
- Assist with the start-up of new hotel properties to ensure compliance and implementation of correct company policies and procedures
- Answering of calls and responding to guest emails related to hotel reservations and guest services
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Delivered performance reviews, recommending additional training or advancements.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
Bachelor of Hospitality & Tourism Management - Hospitality And Tourism Management
William Angliss Institue
Melbourne, VIC08.2014
Monterey Secondary College
FRANKSTON, VICTORIA12.2008
Skills
- Microsoft Office Suite Intermediate
- Effective Customer Service
- Coaching and Mentoring
- Leadership
- Teamwork and Collaboration
- Collaborative Environments
- Verbal and Written Communication
- Performance Evaluations
- Staff Training
- Continuous Improvement Strategies
Hobbies & Interests
I enjoy travelling when I get the chance. I participate regularly in youth activities in my local church group and lead singing, dancing and music pursuits. As being one of the older participants in the youth activities I am often nominated to take on leadership roles to organize activities and performances for the youth group. I volunteer to attend meetings and rehearsals and choreograph performances.
Languages:
English – Fluent written & spoken
Samoan – Fluent written & spoken
References
- Jessica McLardie
EL 1 Assistance Director
Contact: 03 9215 3573
Email: Jessica.McLardie@ato.gov.au
Timeline
Team Leader
Australian Taxation Office, ATO
08.2022 - Current
Frontline Excellence Service Delivery Officer
Australian Taxation Office, ATO
05.2022 - Current
Service Delivery Officer
Australian Taxation Office, ATO
12.2020 - 08.2023
Front Office Operations Manager
Imagine Hotels & Resorts, Southbank
02.2019 - 09.2021
Bachelor of Hospitality & Tourism Management - Hospitality And Tourism Management
William Angliss Institue
Monterey Secondary College
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