PRABS SINGH

Additional periods of Higher Duties:

• October 2022 to February 2023
• July 2022 to August 2022

Key Achievements and Highlights:

• Nurtured a culture of innovation aimed at improving the client experience. One initiative I spearheaded involved transforming our knowledge-sharing practices. Recognizing the importance of knowledge management in serving our clients, I introduced a dynamic knowledge-sharing platform on our sharepoint page. This platform allowed our team members to collaboratively create and update a comprehensive knowledge base. It included frequently asked questions, case studies, and real-time updates on tax regulations. The result was a significant reduction in the time it took to find answers to client queries and a noticeable increase in first-contact resolution rates. This innovative approach not only enhanced the client experience but also instilled a sense of ownership and collaboration within the team, as everyone contributed to building and maintaining this valuable resource and showcased our commitment to continuous improvement at the ATO.

• I persistently lead and empower high-performing teams to deliver excellent client experiences. An illustrative example of this leadership in action was during a period of increased client inquiries due to a tax policy change related to Director ID applications. Instead of simply directing team members to handle the higher call volume, I organized a series of team meetings to gather insights and ideas from every team member. We collectively devised strategies to address these inquiries efficiently by involving the team in decision-making and empowering them to take ownership of solutions, we not only managed the workload effectively but also boosted morale and motivation and excelled in delivering exceptional client experiences at the ATO.

• I consistently utilize influential communication to elevate staff performance, ultimately yielding optimal results. An illustrative example occurred when a team member faced performance challenges during their probationary period. Recognizing the necessity for improvement, I initiated individual performance discussions marked by open and constructive dialogue. During these sessions, I highlighted their strengths and areas for development. To bolster their performance, I organized phone double-jacking sessions with our embedded support and conducted follow-up learning sessions. Through this influential communication approach, the team member gained a deeper understanding of the performance KPIs. By setting clear performance expectations and providing continuous feedback and support, the team member's performance showed substantial improvement. As a result, they successfully completed their probationary period without any further performance issues.

• I adeptly managed competing priorities and deadlines, employing precise planning with measurable outcomes. For instance, during tax season, I efficiently coordinate my team, establishing clear goals like response times and inquiry resolutions. Regular progress reviews enable us to consistently surpass ATO benchmarks, cementing our reputation as a high-performing team dedicated to delivering exceptional service. This approach has not only streamlined our operations but also nurtured a culture of continuous improvement within the team. We are not only meeting the demands of peak tax season but also proactively identifying areas for optimization, such as refining our scripts and training to enhance customer interactions and reduce query resolution times. This commitment to managing priorities, setting clear expectations, and measuring outcomes is integral to our continued excellence in providing taxpayer support.

Other responsibilities relevant to the role:

• Reviewed and administered System Access Roles (SARs) and global group accesses through ATO Identity Manager within ESS. These actions were taken to grant system and shared drive access to our team members, enabling them to carry out their daily tasks effectively.
• Utilized OSCAR to monitor and augment team members' skill sets, ensuring their readiness to handle various responsibilities and duties.
• Managed our team remotely, overseeing their work performance through tools like CCPulse, COGNOS, and IWD Touchpoint Analysis Tool (iTAT).
• Utilized ESS Manager reports to track and oversee staff leave, capabilities, learning and development progress, mandatory training compliance, security attributes, TMS, and temporary performance.
• Managed staff attendance as per CEI guidelines. Reviewed and approved requests for TMS ( Time management system), leave, and overtime, as well as flexible working arrangements such as remote work and alternate work sites.
• Completed Manager's comments for incident reports submitted by team members. Approved team member requests, including those related to People Connect and IT Service Connect.
• Collaborated with the PST (People Service Team) to address and resolve underperformance issues among team members. Conducted Attendance and Wellbeing Plans and managed Rehabilitation cases within the team.
• Maintained regular contact with team members working remotely, using various communication tools like phone, WebEx, Microsoft Teams, and ensured their well-being and working conditions, providing resources to support their health and overall well-being.
• Conducted regular monthly, quarterly, and half-yearly Compass discussions with team members.
• Facilitated fortnightly team meetings and weekly huddles to address and identify critical issues and foster productive working relationships.
• Empowered team members to make informed decisions in establishing collection strategies.
• Identified capability gaps and provided training and mentoring to team members.
• Effectively managed both team and individual performances, ensuring the team's overall success.

• Executed various moderately complex procedural, operational, and administrative tasks following established procedures and policies.
• Conducted coaching sessions and one-on-one sessions with staff members to enhance their capabilities in alignment with business objectives.
• Conducted quality assessments, monitored work, and delivered feedback to staff to maintain high-quality standards.
• Interpreted and applied policy and legislation regularly during GST and income tax consolidation registrations for larger entities.
• Advised strategies to enhance procedures throughout the registration process.

• Provided telephony and processing support in a fast-paced environment.
• Achieved completion rates above the set standards while maintaining call quality and meeting KPIs.
• Promoted self-service options such as MyGov and online service portals to clients for various tax-related tasks and communication with the ATO.
• Manually processed forms and digital information updates, navigating multiple IT systems.
• Demonstrated a client-focused approach, showing compassion, and going the extra mile by assisting clients in accessing grants and help from the ATO.
• Offered support to other team members and suggested effective methods for task completion.
• Provided peer-to-peer support to enhance learning and improve the overall client experience.

• Undertook higher duties as a case officer, aiding in the processing of aged activities and addressing backlog to enhance operational efficiency.
• In the role of a client engagement officer, interpreted applicable laws and adhered to compliance procedures while making determinations related to superannuation contribution timing and excess contribution cap discretion cases. Decisions were based on the Income Tax Amendment Act and other relevant legislation.
• Rectified erroneous and duplicate pay-as-you-go summaries and income statements for both individual taxpayers and businesses, aiming to enhance the overall client experience.

• Handled inbound and outbound calls and performed various tasks within Inbound and Outbound Calls and Processing (IWD), which encompassed registrations, processing, and lodgements.
• Demonstrated a problem-solving approach when making decisions regarding lodgement deferrals, eligibility for stimulus payments, and addressing complex client inquiries, including those involving extenuating circumstances.
• Acted as a team player by providing support to colleagues and other team members. This support included floor walking and participation in a Jabber support group during consolidation periods, as requested by management.

• Implemented and enforced safety policies and procedures to mitigate risks and prevent accidents and mishaps.
• Managed the recruitment, hiring, and initial training of personnel, focusing on establishing key internal functions and defining the scope of positions within the new organization.
• Monitored employee attendance and punctuality, addressing recurring issues promptly to prevent the development of long-term habits.
• Skillfully handled challenging customers and clients, providing support to lower-level employees and upholding a high standard of customer service.