Meenakshi Shangle
Adelaide,Australia
Summary
Motivated Business Analyst with expertise in workforce management and data analysis. Proven ability to deliver data-informed insights that enhance digital services and improve taxpayer experiences, while fostering strong collaboration with stakeholders to achieve effective business outcomes.
Overview
7
7
years of professional experience
Work History
Business Analyst APS4
Australian Taxation Office
Adelaide, Australia
02.2026 - Current
- Apply well-developed analytical skills to interpret operational data, identify trends, and assess risks, providing evidence-based insights that support effective decision-making and continuous improvement
- Analyses policy, legislative, and system changes to identify impacts on digital products and taxpayer outcomes, providing well-reasoned advice that supports initiatives such as tax gap reduction and pre-fill improvements.
- Collaborated with internal teams and delivery partners to enhance digital service delivery, informing data-driven recommendations that improved user experiences for taxpayers.
- Supports the delivery, maintenance, and continuous improvement of key ATO digital products (including myTax, myDeductions, online tools, and calculators) by analysing performance data and identifying opportunities for Optimisation.
- Demonstrates strong knowledge of workforce management practices, leveraging Microsoft platforms and advanced systems to support complex reporting, workflow design, and resource planning aligned with organizational priorities
- Provides timely operational and production support, applying real-time monitoring and problem-solving skills to ensure digital systems perform effectively for users, frontline staff, and the Enterprise Solutions & Technology (EST) area.
- Undertakes business acceptance testing (BAT) and deployment verification activities, applying analytical thinking to validate functionality, identify defects, and ensure alignment with business requirements and quality standards.
- Contributes to prioritisation and implementation of enhancements by assessing user needs, analysing system performance, and supporting decisions that ensure products remain contemporary, user-focused, and aligned with strategic objectives
- Built and maintained collaborative relationships with stakeholders at all levels, communicated clearly to ensure alignment and timely delivery of business outcomes.
- Leads and mentors team members by sharing expertise, providing coaching, and promoting best practice approaches, strengthening capability in areas such as complaint handling, escalation management, and digital product support.
Quality Assessor APS4 (Higher Duties)
Australian Taxation Office
Adelaide, Australia
03.2023 - 07.2024
- Perform a range of quality assessments applying Quality Assurance frameworks by providing feedback on work undertaken to ensure quality standards are met and to support and deliver ATO service delivery outcomes.
- Identified discrepancies and ensured adherence to standards, processes, and quality control activities to maintain compliance.
- Conducted strategic quality assessments on enhanced payment conversation samples to ensure quality standards.
- Performed ATO quality end to end assessment on Hardship project and various other projects and suggested procedural improvements.
- Assists in evidence gathering and checking activities against relevant standards.
- Documents quality assessment results in the appropriate format.
- Reported findings and implemented corrective actions while keeping stakeholders informed of quality results to drive transparency.
- Improved quality assessment activities through ongoing service enhancement initiatives, contributing to more effective future processes.
- Contributing to the development of other team members by imparting knowledge, skills and techniques specific to the work area through training, coaching and mentoring.
- Supported administrative tasks by locating strategic quality assessment samples within the organization.
Lodge and Pay Officer APS4
Australian Taxation Office
Adelaide, Australia
10.2023 - 03.2024
- Managed escalations and reviewed complex cases where clients objected to ATO decisions, providing advice and guidance to staff and clients.
- Actioned and resolved complex complaints related enquiries (JIRA) with accuracy by researching, interpreting policies using the relevant procedures and practice statement law administrations.
- Worked in the central support team, managed the phone support, approvals and Procedure Validation by providing tailored guidance and technical support to staff on range of tax matters and delivering quality outcomes to client and ATO.
- Collaborated with team to identify improvement opportunities and proposed changes that enhanced client and staff experience.
- Identified and escalated known errors to relevant teams and monitored until resolution was delivered.
- Mentored peers by providing onsite and real-time support through telephony and MS Teams, and actioned approvals for various work types.
- Facilitated training on Tracing and Shortfall interest charge remission work types to staff.
- Helped trainers in imparting the training effectively by sharing real time experiences and examples.
- Managed after hour casual teams in the absence of their manager.
Lodge and Pay Officer APS3
Australian Taxation Office
Adelaide, Australia
04.2020 - 04.2023
- Ensuring timely lodgment and payment of taxes for individuals and businesses.
- Assisting clients with financial hardships and difficulties by reviewing their situations and providing the right outcome using Practice statement law administration and Taxpayer charter.
- Established payment plans for clients with debts, including remitting penalties and interest to facilitate compliance.
- Identified recovery strategies for clients to ensure timely payment and lodgment obligations were met.
Service Delivery Officer APS2
Australian Taxation Office
Adelaide, Australia
04.2020 - 04.2023
- Working with Client Identity Support Centre (CISC) and performing in depth review on the client's account that experienced fraudulent activities.
- Executed higher duties focused on frontline excellence in customer service.
- Adhering to policies and framework to resolve client issues and assist in proactively preventing vulnerable accounts from frauds.
- Working effectively in a team environment by demonstrating reliability & resilience and abiding by policies and procedures.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Assisted AEC during 2022 election process for phone voting.
Tax Consultant
H&R Block and Tax Note Accountants
Adelaide, Australia
07.2019 - 12.2019
- Provided end-to-end tax advisory and preparation services for individuals and businesses, analyzing client information to ensure accurate lodgment and compliance with legislative requirements.
- Applied strong engagement and communication skills to gather client requirements, explain tax obligations, and deliver tailored advice to optimize tax outcomes and minimize liabilities.
- Managed client interactions and administrative processes, including appointments, inquiries, and documentation, while building effective relationships and supporting efficient service delivery.
Education
Certified Income Tax Course - Taxation
H&R Block
01-2020
Bachelor of Commerce - Accounting
India01-2007
Post Graduate Diploma - Banking Operations
01-2007
Skills
- Data analysis
- Business process improvement
- Statistical modeling
- Problem Solving
- Service delivery
- Client Services
- Training and support
- Taxation
References
Scott Hann, Manager, Australian Taxation Office, 0874222861, scott.hann@ato.gov.au
Timeline
Business Analyst APS4
Australian Taxation Office
02.2026 - Current
Lodge and Pay Officer APS4
Australian Taxation Office
10.2023 - 03.2024
Quality Assessor APS4 (Higher Duties)
Australian Taxation Office
03.2023 - 07.2024
Lodge and Pay Officer APS3
Australian Taxation Office
04.2020 - 04.2023
Service Delivery Officer APS2
Australian Taxation Office
04.2020 - 04.2023
Tax Consultant
H&R Block and Tax Note Accountants
07.2019 - 12.2019
Certified Income Tax Course - Taxation
H&R Block