Samantha Yow

As an APS2 within Client Account Services I one of the first points of contact for clients dealing with the ATO. With each client interaction I aim to provide high quality customer service to help support and educate our clients so they can meet their taxation obligations. I am passionate about achieving the best possible outcome for clients and ensuring each interaction they have with the ATO is a positive one.

• Key achievements:
  Providing high-level client focused administrative service in a contact centre to clients within Australia and Overseas.
• Actively listening and effectively communicating in order to provide tailored solutions to suit each client's needs.
• Liaising with members of the public including individuals, businesses, taxation agents, TIS operatives, and authorised contacts and adapting my service approach to suit each contact type as needed.
• Competently utilising Australian Taxation Office and Australian Business Registry Services websites, programs and products including Siebel, ICP, and automated telephone systems to navigate client accounts, update information, resolve enquiries, and direct clients to resources that will assist them further.
• Interacting with unhappy customers, resolving conflict wherever possible and escalating major issues to the appropriate contact point as necessary.
• Quickly and efficiently switching between telephony tasks and processing work dependent on client demand at any given time.
• Proactively staying informed and up to date with ATO procedures and policies by utilising the intranet and SMART pages and providing feedback when required.
• Supporting colleagues by sharing information and collaboratively problem solve issues that arise.
  

Oversee and direct daily table gaming operations in individual gaming pits, VIP areas, and private salons to ensure compliance with government regulatory requirements while providing an exceptional customer experience.

Key achievements:

• Monitored table games to ensure they operated as efficiently and accurately as possible and that staff were providing high level customer service at all times.
• Addressed customer behaviour or complaints head-on to maintain smooth and professional operations.
• Interpreted and enforced rules for gameplay and betting limits.
• Monitored player activity to ensure AUSTRAC requirements were being met and completed AML reports where necessary.
• Coordinated staff schedules, rotations and breaks.
• Trained new workers and monitored and evaluated their performance throughout the probationary period.
• Tracked and reported table games win/loss information hourly or more regularly as required.
• Oversaw money banks for tables and coordinated paperwork for transfers.

Responsible for creating and maintaining weekly and daily table games rosters for over 300 staff. Ensured that business operating requirements were met as efficiently and accurately as possible in a constantly changing environment.

Key Achievements:

• Optimised schedules, forecasts and other tools to present to management.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Managed overtime, shift swaps, breaks and leave requests.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
• Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
• Developed strong working relationships with management and executive team through effective scheduling and communication skills.