Nalan Pehlivan
Summary
Performance-driven Client Relationship Manager with numerous years of experience in customer service and business knowledge. Versed in tax assessments, regulatory requirements for compliance and tax technical knowledge. High-contribution team player adept at streamlining team building processes, ensuring client satisfaction and facilitating attainment of company goals.
Overview
33
33
years of professional experience
Work History
Senior Client Relationship Manager
Australian Taxation Office
01.2017 - 01.2020
- Increased client retention rates through proactive communication and tailored solutions.
- Managed a diverse portfolio of clients, ensuring timely responses to inquiries and concerns.
- Delivered exceptional customer service by addressing issues promptly, leading to high satisfaction scores from clients.
- Implemented innovative strategies for improving communication between team members, enhancing overall efficiency.
- Conducted training sessions for junior client relationship managers, fostering professional development within the team.
- Maintained accurate record-keeping systems for all client interactions, facilitating efficient reporting and analysis; this allowed more effective decision-making regarding account management strategies; streamlined access to important information contributed significantly towards improved outcomes in key performance areas.
- Boosted team morale during challenging periods by consistently demonstrating leadership skills, offering support wherever necessary; fostered a positive work environment that ultimately led to increased productivity and improved client satisfaction scores.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built relationships with clients and community to establish voluntary compliance and trust.
Team Leader
Australian Taxation Office
02.2013 - 12.2016
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Client Relationship Manager
Australian Taxation Office
02.2010 - 01.2013
- Assessed client needs and developed plans to adequately address current and future objectives.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Worked with clients to address and respond to client and partnership management issues.
- Exceeded annual revenue goals through improving client relationships and education.
Auditor
Australian Taxation Office
07.1999 - 02.2010
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Complied with established internal procedures by examining reports, processes and documentation.
- Participated in interviews, performed observations and evaluated pertinent information to supplement audit findings.
- Performed strategic planning, execution and finalization of audits.
- Planned and executed audit phases and data input into Sibel software for analysis.
- Analyzed data and findings and prepared reports for lead auditor detailing financial position of client.
- Produced and reviewed audit reports for submission to team panel and advised on audit recommendations and internal controls.
- Developed and enforced audit policies and administrative and technical functions.
Contact Center Specialist
Australian Taxation Office
03.1995 - 06.1999
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion and access to services.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Organized and coordinated conferences and monthly meetings.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Answered high volume of phone calls and email inquiries.
- Coordinated events and worked on ad hoc projects.
Tax Advisor
Australian Taxation Office
05.1992 - 08.1995
- Completed and filed returns for clients.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
- Reviewed available data and compared against tax code to determine exemptions, deductions, and potential liabilities.
- Provided information about available products and services to clients, resulting in increased business opportunities.
- Advised taxpayers on available deductions and credits, maximizing their returns while maintaining full compliance with tax regulations.
- Identified potential areas of non-compliance through meticulous review of financial documents, safeguarding clients from potential penalties or fines.
- Maintained up-to-date knowledge on ever-changing tax laws and regulations, enabling accurate counsel for clients facing unique circumstances.
- Established strong relationships with clients through attentive communication, fostering trust and confidence in our services as a Tax Officer.
- Educated taxpayers about proper record-keeping practices, empowering them to maintain organized financial documentation that simplifies future tax processes.
Executive Assistant
Australian Taxation Office
11.1989 - 04.1991
- Organized and coordinated conferences and monthly meetings.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Worked collaboratively with auditors throughout reviews, offering assistance and clerical support.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Answered high volume of phone calls and email inquiries.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Clerical Worker
Australian Taxation Office
09.1986 - 11.1988
- Oversaw appointment scheduling and itinerary for management staff.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Arranged corporate and office conferences for ATO employees and clients.
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Prepared correspondence letters, memos and emails.
- Drafted common document templates for use by executives and employees.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Supported staff on special assignments and ad hoc projects.
Education
Diploma of Government - Auditing
UNSW
Sydney09.2010
Skills
- Customer Complaint Resolution
- Client Correspondence
- Team Recruiting and Onboarding
- Profitability Assessments
- Speaking Clearly
- Networking Events
- Quality Control Standards
- Training Junior Team Members
- Internal and External Communications
- Client Relationship Management
- Client Interactions
Languages
Turkish
Professional Working
Timeline
Senior Client Relationship Manager
Australian Taxation Office
01.2017 - 01.2020
Team Leader
Australian Taxation Office
02.2013 - 12.2016
Client Relationship Manager
Australian Taxation Office
02.2010 - 01.2013
Auditor
Australian Taxation Office
07.1999 - 02.2010
Contact Center Specialist
Australian Taxation Office
03.1995 - 06.1999
Tax Advisor
Australian Taxation Office
05.1992 - 08.1995
Executive Assistant
Australian Taxation Office
11.1989 - 04.1991
Clerical Worker
Australian Taxation Office
09.1986 - 11.1988
Diploma of Government - Auditing
UNSW
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