Shalini Sharma
Vermont
Summary
A highly trained and goal-oriented individual with years of expertise in a variety of advising roles across a number of industries, including government, finance and banking, legal, and telecommunication. A highly skilled mentor who can boost output by serving as a good coach, self-learner, and team player. A dependable problem-solver with advanced leadership, computing, and time management abilities. I have been working with Federal Government for almost 2 years now. I am an Australian Citizen and hold a current National Police Check, working with children check and NDIS worker screening check.
Overview
2025
2025
years of professional experience
Work History
Passport Case Officer (Complex Cases) APS- 5
DFAT (DEPARTMENT OF FOREIGN AFFAIRS & TRADE)
- Performed internal/external correspondence, client service, notarial duties, personalisation support, custodian, telephone enquiries, spoils and destruction, eligibility, supervisory duties for small to medium offices
- Facilitated the coordination of workflow, workload and resource allocation priorities as they relate to the eligibility of travel document tasks as well as provide assistance with face-to-face interviews of clients to enable travel and legalisation documents issuance
- Delivered courteous, prompt and professional client service when providing guidance to the public on travel document matters and document legalisation processes through various channels including face-to-face, telephone or in writing
- Used effective communication, both orally and written is essential as officers will communicate with colleagues, members of the public, government agencies and other external organisations regularly
- Excellent in interviewing and interrogation skills
- Anticipate and identified policy issues, undertake research, analysis and modelling, and consult with stakeholders to develop and implement policies and programs
Planner (Assurance Planning Team)
NATIONAL DISABILITY INSURANCE AGENCY (NDIA)
08.2023 - Current
- Gather information from Participants and planning partners over the phone or in person to enable high quality planning and evidence based decision making
- Resolving issues and complaints in relation to participants plan
- Contributing to the achievements of key performance indicators, including planning targets
- Working closely with the participants and their representatives to identify future supports and informal, mainstream and community supports options to achieve plan outcomes
- Liaising with key stakeholders including the partners in the community to deliver services to participants
General Tax advisor/Appointment Setter
H&R BLOCK TAX ACCOUNTS
01.2021 - 05.2022
- Respond to inbound calls from a customer from all across Australia and respond to their queries regarding their personal or business tax
- Create records of inbound calls and accurately record all communication for future reference
- Work closely with various internal and external stakeholders and experts in relation to various complex claims and enquiries to follow up with the customers
- Provide regular written and verbal updates on the progress of complex requests and queries
- Maintain high standards of written and verbal communication with Financial Advisors and clients via phone, email, and letters to ensure all required information is received and the request is completed within the required timeframe
- Liaising with internal departments and external regulatory bodies to ensure request received are legitimate and meet business requirements
- Mentoring and supporting new team members with their on boarding and provide process and system training
Compliance & Complaints Resolution Officer
TELSTRA
01.2018 - 03.2020
- Developed and maintained professional relationship with colleagues and customers
- Prepared documents for individual accounts and associate customer interaction and ensure follow up on all pending issues
- Monitored all customer calls, analyse problems for products and services and ensure optimal solution for same
- Provided assistance and on-the job training to the new employees
Centrelink and ATO Payment Advisor
DUN & BRADSTREET
03.2015 - 12.2017
- Contacted customers via phone or post to request outstanding information
- Participated in projects as a Subject Matter Expert
- Provided customer satisfaction in an extremely busy environment
- Locate and contact debtors to inquire of their payment status
- Handled questions and complaints
- Comply with requirements when legal action is unavoidable
Education
B.ED - B.Ed.
Delhi University
Advance diploma -
Computers
Certificate -3 - Australia
Children education
Advance Diploma in Computers -
Delhi University
02-2003
Bachelor of Commerce - Accounting
Delhi University
India03-2001
Skills
- Negotiation
- Problem-solving
- Written communication
- Verbal communication
- Listening skills
- Customer service
- Rapport building
- Leadership
- Mentoring
- Autonomy
- Efficiency
- Process improvement
- Time management
- Organizational skills
Timeline
Planner (Assurance Planning Team)
NATIONAL DISABILITY INSURANCE AGENCY (NDIA)
08.2023 - Current
General Tax advisor/Appointment Setter
H&R BLOCK TAX ACCOUNTS
01.2021 - 05.2022
Compliance & Complaints Resolution Officer
TELSTRA
01.2018 - 03.2020
Centrelink and ATO Payment Advisor
DUN & BRADSTREET
03.2015 - 12.2017
Advance diploma -
Computers
Certificate -3 - Australia
Children education
Passport Case Officer (Complex Cases) APS- 5
DFAT (DEPARTMENT OF FOREIGN AFFAIRS & TRADE)
B.ED - B.Ed.
Delhi University
Advance Diploma in Computers -
Delhi University
Bachelor of Commerce - Accounting
Delhi University
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