Macklan Cook
Wollongong,NSW
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining a professional attitude with clients to ensure a positive experience and outcome.
Overview
4
4
years of professional experience
Work History
Client Delivery Operative
ATO Wollongong
09.2019 - Current
- Currently employed at the Australian Taxation Office as a Service Delivery Operative responsible for answering client enquiries based around Superannuation or their Income Tax Returns and processing a variety of forms including RAS’, Individuals, CAF’s, COD’s and ERSB applications.
- I was employed through a high workload environment during Covid and assisted clients with their Superannuation release in a timely manner
- I am currently engaged as a permanent APS3 however I have undertaken the role of APS2 previously and have demonstrated a strong knowledge of both levels of work
- I am involved in both Incoming and outgoing calls ensuring I am respectful with all clients, as well as accurate data entry
- I have provided services to a wide range of clients ensuring the appropriate interpreter services are engaged as required
- Providing support to team members as a floor walker, including one on one sessions to assist with service delivery, timeliness of calls and an understanding of procedures is also a part of my role which I enjoy.
Education
Skills
- Strong communication skills often being required to deal with stressed and agitated clients in complex scenarios While not always able to achieve their preferred outcome, I have managed to de-escalate the call which resulted in a positive conclusion
- Very high skills in database management and computer coding through my education as well as through several UOW Learning Labs and Summer Master Classes I have a deep interest in computer coding
- Previous telephony experience and experience on processing forms that could be utilized in any office scenarios
Accomplishments
- Received compliments from a number of satisfied clients who state that I have been very helpful on the phone and even gone above and beyond their expectations. This can be seen through my Kudos
- Achieved a High Distinction in the UOW Summer Masterclass 2018 - 2019 for skill in coding.
References
Michael Hawes, Team Leader ATO, 0422961072
Hobbies and Interests
- Writing stories through the use of imaginative text and am also a keen reader.
- Connecting with friends through the Playstation 5 / PC and am a keen gamer.
Timeline
Client Delivery Operative
ATO Wollongong
09.2019 - Current
Similar Profiles
Naomi JeffsNaomi Jeffs
Horticulturalist- Display Gardens at Wollongong Botanic Gardens (Wollongong City Council)Horticulturalist- Display Gardens at Wollongong Botanic Gardens (Wollongong City Council)
Dylan PhamDylan Pham
Server at Sushi AtoServer at Sushi Ato
Sandra UgbotorSandra Ugbotor
IT System Analyst at Australian Taxation Office (ATO)IT System Analyst at Australian Taxation Office (ATO)
Tammy BrittenTammy Britten
General Services Officer at Shellharbour Private HospitalGeneral Services Officer at Shellharbour Private Hospital
Matthew KennedyMatthew Kennedy
Security Officer at SXPSecurity Officer at SXP