Sheylla Kelly Cruzado Perez
Brisbane,Australia
Summary
Dynamic tax officer with a strong understanding of Australian tax and superannuation laws, complemented by expertise in financial reporting systems and corporate governance. Proficient in analyzing and interpreting complex data to drive evidence-based decisions that enhance operational efficiency. Skilled in fostering positive client relationships, mentoring team members, and collaborating with diverse stakeholders to achieve client-focused outcomes. Committed to promoting compliance and facilitating success within the public service, with bilingual proficiency in Spanish and qualifications in Accounting and Finance.
Overview
12
12
years of professional experience
Work History
APS 4 – Client Engagement Tax Officer
Australian Taxation Office
Brisbane CBD
04.2024 - Current
- Successfully managed tax cases by applying tax legislation, RAP and Streamlined procedures, and frameworks.
- Successfully managed case load by delivering results and outcomes within the timeframe and due dates.
- Actively managed cases by ensuring managers and taxpayers are well informed during review and audit process.
- Accredited to action and finalize Project Review cases with NFA decisions.
- Accredited to action and escalate cases to audit within the RAP and Streamlined procedures.
- Accredited to prepare and submit notification review and audit letters to taxpayers and suppliers for third party checks.
- Researched and analyzed taxpayer’s information/documents to provide tailored advice and solutions.
- Engaged in evidence-based decision-making and resolved complex tax compliance matters.
- Collaborated with diverse taxpayers, including Spanish speakers to address risks and improve compliance outcomes.
- Mentored team members and contributed to a positive work environment.
- Motivated to support colleagues and work in a positive environment.
- STAR 1: In my role as an APS 4 Client Engagement Officer at the ATO, I confidently communicate and work with a diverse range of clients, including individuals, small businesses, public and private companies, and international entities, and tax agents to provide tailored advice and guidance on a range of tax matters both during the review and audit process. By clearly explaining tax policies and frameworks, I help taxpayers understand their obligations, enhancing their compliance. Most of my daily work involves activities such as conducting audits, performing reviews, and executing assurance actions.
- STAR 2: When managing tax cases, my strategy consists of researching, investigating and analyzing complex information to identify risks and determine solutions. For instance, escalating a case from review to audit demonstrates my ability to assess evidence and make informed decisions. Finally following the correct procedure will ensure the result and outcome are the most appropriate and mitigate the risks. Recovery strategies for debt payment and lodgment obligations are part of my strategy and role.
APS 3 – Client Services Officer
Services Australia
Caboolture, QLD
02.2024 - 04.2024
- Delivered empathetic customer support to clients, including those in vulnerable circumstances.
- Guided clients in navigating digital platforms for self-service options. For example, setting up MyGov account passwords and link codes.
- Interpreted and applied legislation, policies, and procedures to resolve client issues and enquiries.
- STAR 1: In my APS 3 role at Services Australia, I supported clients in vulnerable circumstances with empathy, guiding them through digital services and building their self-management capabilities. My client-centered approach enhanced the overall experience.
- STAR 2: At Services Australia, I displayed resilience by handling challenging situations, such as supporting clients in distress or facing accessibility issues. My ability to adapt and respond professionally made a difference. During my experience at Services Australia, I assisted the diverse community including aboriginal communities from Western Australia to have access to Centrelink services and Basics cards.
Customer Banking Specialist
Commonwealth Bank of Australia
Brisbane CBD
11.2022 - 01.2024
- Assisted clients with financial transactions, product applications, and banking solutions.
- Analyzed client needs and provided tailored financial advice.
- Built strong client relationships and maintained a high level of service delivery by confidently communicating to the diverse community of English and Spanish native clients including from countries such as Colombia, Brazil, Chile, China and Japan.
- STAR: Throughout my career, I have navigated multiple systems simultaneously, such as the ATO platforms and banking software at Commonwealth Bank of Australia. This ensured efficient case and transaction management. I helped the diverse community to choose the correct bank account according to their banking and business needs.
Customer Service Professional
David Jones
QueensPlaza
10.2015 - 08.2023
- Consistently exceeded sales targets and provided outstanding customer service.
- Mentored and shared knowledge with team members on client engagement and loyalty programs.
- Recognized as Employee of the Year in 2019 for exceptional performance.
- STAR: At David Jones, I mentored and trained colleagues, sharing my expertise to improve team customer service performance. This extended to knowledge-sharing in my APS positions, where I assisted colleagues with complex tax tasks.
Customer Service Assistant & Tax Consultant
PricewaterhouseCoopers (PwC)
Brisbane & Sydney
04.2013 - 11.2013
- Prepared and lodged individual income tax returns and business activity statements.
- Interpreted complex tax legislation and liaised with the ATO on client matters.
- Provided administrative support for compliance workflow and documentation processes.
- STAR 1: My work at PwC involved preparing and lodging tax returns, analyzing financial data, and interpreting tax laws. These experiences honed my understanding of financial reporting systems and corporate governance. I assisted in the preparation of Australian tax obligations for international performers such as Andre Rieu and Dolly Parton team.
- STAR 2: I utilized my fluency in Spanish at PwC to assist clients with Medicare Levy Exemption Certificates, showcasing my ability to connect with diverse communities and clients. Throughout my roles at the ATO and PwC, I interpreted and applied Australian tax laws, policies, and procedures to ensure compliance and provide reliable advice to clients.
Education
Advanced Diploma - Tax and Accounting
Randwick TAFE Australia
01.2010
Bachelor - Accounting and Finance
National University Peru
01.2000
Skills
- Comprehensive knowledge of tax and superannuation laws, policies, and compliance strategies including tax debt obligations
- Strong experience and knowledge of financial reporting systems and tax structures, including auditing procedures
- Exceptional client-focused communication and taxpayer engagement during the review and audit process to enhance the client experience and address business issues
- Experience in mentoring and knowledge-sharing to enhance team performance
- Proficient in using IT systems to manage cases and ensure data accuracy
- Skilled in interpreting and applying policies, frameworks, and legislation
- Excel in building positive relationships with clients, colleagues, and stakeholders
- Able to engage professionally and empathetically with diverse individuals and businesses in a client-focused environment Handled challenging situations with professionalism and empathy
- Exceptional skills in researching, investigating, and analyzing data to identify issues and develop solutions
- Deliver tailored advice, support and education to taxpayers, tax agents to improve their client experience and meet their needs
- Active management and prioritize tasks effectively in fast-paced environments demonstrating my ability to meet deadlines and stay organized
- Fluency in Spanish, great asset for roles involving diverse client groups, enhancing communication and cultural understanding
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
Languages
Fluent in Spanish
Timeline
APS 4 – Client Engagement Tax Officer
Australian Taxation Office
04.2024 - Current
APS 3 – Client Services Officer
Services Australia
02.2024 - 04.2024
Customer Banking Specialist
Commonwealth Bank of Australia
11.2022 - 01.2024
Customer Service Professional
David Jones
10.2015 - 08.2023
Customer Service Assistant & Tax Consultant
PricewaterhouseCoopers (PwC)
04.2013 - 11.2013
Bachelor - Accounting and Finance
National University Peru
Advanced Diploma - Tax and Accounting
Randwick TAFE Australia