Nicole Neos
Summary
With 10 years of customer service experience and a double degree in progress, I offer strong policy analysis, decision-making, and client advisory skills. I guide clients on a range of tax matters, identify risk and recovery strategies, and apply frameworks and tax law to drive informed solutions. Known for my client-centric approach, I build trust, improve processes, and contribute to team capability. I bring a growth mindset, a commitment to continuous improvement, and a passion for delivering meaningful outcomes in the tax sector.
Overview
15
15
years of professional experience
Work History
Service Delivery Officer APS3
Australian Taxation Office
02.2023 - Current
- Resolved queries within service standards, providing high-level service delivery.
- Achieved high KPIs, building trust and transparency with clients and stakeholders.
- Provided quality taxation advice, resolving complex issues, and guiding clients online.
- Improved client interactions, community reputation, and staff capability.
- Identified a staff member's mistake, potentially leading to fraudulent activity.
- Analyses the situation, following privacy policies and procedures.
- Provided feedback, suggesting improvements, and discussed with the CISC team leader.
- Enhanced staff capability, preventing potential fraudulent activity.
- Guided vulnerable clients through ATO online tools and self-help options.
- Provided effective communication, identifying and addressing client concerns.
- Improved client interactions, building stronger relationships.
- Guided clients through ATO website and instructions.
- Promoted digital self-help, discussing options and tax help programs.
- Provided transparent and upfront guidance, building trust.
- Held team meetings, discussing client experiences and improvement areas.
- Encouraged growth, interactive discussions, and continuous improvement.
- Led by example, initiating discussions and documenting outcomes.
- Enhanced team collaboration, improving client interactions and processes.
- Supported diverse clients, including vulnerable groups.
- Provided empathetic communication, building trust and resolving issues.
- Utilised inter-personal skills, adapting to clients' needs.
- Built strong relationships, delivered quality solutions, and maintained reputation.
- Consistently high performer
- Compliance Specialist
- Effective communication
- Transparency
- Client focused
- Establishes credibility
- Fosters relationships
- Growth mind set
- Team player
- Staff mentor
- Approachable
- Honest
- Reliable
- Dedicated to excellence
Service Delivery Officer APS3
Australian Taxation Office
02.2023 - Current
- Resolved queries within service standards, providing high-level service delivery.
- Achieved high KPIs, building trust and transparency with clients and stakeholders.
- Provided quality taxation advice, resolving complex issues, and guiding clients online.
- Improved client interactions, community reputation, and staff capability.
- Identified a staff member's mistake, potentially leading to fraudulent activity.
- Analyses the situation, following privacy policies and procedures.
- Provided feedback, suggesting improvements, and discussed with the CISC team leader.
- Enhanced staff capability, preventing potential fraudulent activity.
- Guided vulnerable clients through ATO online tools and self-help options.
- Provided effective communication, identifying and addressing client concerns.
- Improved client interactions, building stronger relationships.
- Guided clients through ATO website and instructions.
- Promoted digital self-help, discussing options and tax help programs.
- Provided transparent and upfront guidance, building trust.
- Held team meetings, discussing client experiences and improvement areas.
- Encouraged growth, interactive discussions, and continuous improvement.
- Led by example, initiating discussions and documenting outcomes.
- Enhanced team collaboration, improving client interactions and processes.
- Supported diverse clients, including vulnerable groups.
- Provided empathetic communication, building trust and resolving issues.
- Utilised inter-personal skills, adapting to clients' needs.
- Built strong relationships, delivered quality solutions, and maintained reputation.
- Consistently high performer
- Compliance Specialist
- Effective communication
- Transparency
- Client focused
- Establishes credibility
- Fosters relationships
- Growth mind set
- Team player
- Staff mentor
- Approachable
- Honest
- Reliable
- Dedicated to excellence
Customer Resolution Consultant
Westpac
01.2010 - 02.2023
- Dealt with challenging clients.
- Built trust, negotiated solutions.
- Utilised inter-personal skills, presented cases.
- Delivered quality solutions, built relationships, reduced bad debt.
- Worked with diverse vulnerable clients.
- Tailored evidence-based solutions.
- Utilised policies, procedures, effective communication.
- Delivered quality solutions, maintained reputation, reduced bad debt.
Customer Resolution Consultant
Westpac
01.2010 - 02.2023
- Dealt with challenging clients.
- Built trust, negotiated solutions.
- Utilised inter-personal skills, presented cases.
- Delivered quality solutions, built relationships, reduced bad debt.
- Worked with diverse vulnerable clients.
- Tailored evidence-based solutions.
- Utilised policies, procedures, effective communication.
- Delivered quality solutions, maintained reputation, reduced bad debt.
Education
Commerce, Accounting & Finance Degree - Human Resources
Flinders University
05.2025
Certificate III - Office Administration
Certificate II - Office Administration
Skills
- Compliance Specialist
- Effective communication
- Transparency
- Client focused
- Establishes credibility
- Fosters relationships
- Growth mind set
- Team player
- Staff mentor
- Approachable
- Honest
- Reliable
- Dedicated to excellence
Personal Information
Title: Service Delivery Officer
Timeline
Service Delivery Officer APS3
Australian Taxation Office
02.2023 - Current
Service Delivery Officer APS3
Australian Taxation Office
02.2023 - Current
Customer Resolution Consultant
Westpac
01.2010 - 02.2023
Customer Resolution Consultant
Westpac
01.2010 - 02.2023
Certificate III - Office Administration
Certificate II - Office Administration
Commerce, Accounting & Finance Degree - Human Resources
Flinders University
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