Marilyn Reyes

• As a Service Delivery Officer at the Australian Taxation Office, within the Lodge and Pay team, I provide tailored support to clients through various digital platforms (email, phone, paper and online portals) helping them meet their taxation, superannuation, and registration obligations while ensuring strict compliance with ATO policies and relevant legislation
• My role primarily involves understanding clients needs, providing tailored advice and assisting clients to resolve their inquiries
• This includes issuing, preparing and actioning clients request in facilitating debt recovery
• A key aspect of my responsibilities applying sound judgement in decision making, ensuring clear and accurate recording of actions in line with relevant policies and procedures
• Additionally, I handle different work types based on client requests and collaborate with teams to drive continuous improvement and meet performance targets

ACHIEVEMENTS:

• Exceeded national averages for inquiry resolution and productivity benchmarks
• Received 82% completion rate against a national average of 69%, while reducing my average handling time to 19 minutes, well below the 30-minute benchmark, further demonstrating my ability to manage workloads efficiently
• My work has been consistently recognized with positive quality assurance ratings for my understanding and application of ATO policies and procedures
• Demonstrated strong time management, balancing competing priorities efficiently
• Accurately recorded client information using ATO’s digital platforms and assisted clients effectively through various channels, contributing to higher activity completion rate, above the national average
• Adapted quickly to changes and worked effectively with my team, helping us meet targets in a fast-paced environment

• Assisted voters in understanding electoral processes and ensured compliance with policies

ACHIEVEMENTS:

• Improved communication under pressure, providing clear guidance to a diverse clientele

• Processed high volumes of voter information into electoral system, maintaining accuracy and strict compliance with security protocols
• Met deadlines while maintaining high accuracy in data entry

ACHIEVEMENTS:

• Recognized for maintaining high accuracy rates and attention to detail
• Exceeded key performance indicators for data security and integrity

• Handled inbound/outbound calls, processed client invoices, and coordinated logistics
• Provided tailored solutions for customer inquiries

ACHIEVEMENTS:

• Consistently rated highly for client satisfaction and communication