Simone Macqueen

• I am currently working with the Tax Debt Unit, working on various Duty matters which include; Transfer Duty, Fist Home Owner Grants, Surcharge Purchaser Duty, Motor Vehicle Transfer Duty, First Home Buyers Assistance Scheme and Parking Space Levy. December 2023 I also completed Payroll Tax training. Previously I was part of the Customer Service Operations Team (CSOT) up until December 2022 and prior to CSOT I was with the State Debt Unit (SDU) from July 2021 to February 2022. These roles have enabled me to gain new skills and further my knowledge using MARS, IMPS, FES and DEBTRAK. Working as part of the Tax Debt team I assist team members where I can daily and in the past have guided new team members through various processes, such as explaining and guiding members through the KMS system, calling listening providing tips and feedback, the support queue assisting and answering questions from team members and floor walking at Parramatta, with SNSW supporting new team members. I have received compliments in the past in relation to my quality services with new & current team members, I am very thorough with my work and enjoy assisting my team mates. CSOT and the SDU provided me with a lot of business and location opportunities, such as applying for Events committee roles and opportunities to educate my team members during team meetings, presenting updated processes. I recently assisted the Tax Debt unit in training a team member in the area of Parking Space Levy. As I have in the past, I am now working towards and looking to further my skills with in the Revenue business unit, by leading a Revenue NSW team.

• Responsibilities:- I was part of a team in the Contact Centre who assisted customers daily in the various areas of General Queue for Service NSW, Fine and Fees for Service/Revenue NSW; Penalty Notices, Enforcement Orders, Jury Duty Fines, NSW Electrol Commision Fines and Court Fee Fines. I also assisted with Land Tax customers, Ambulance NSW customers and assisted other team members from Revenue NSW and Service NSW through the Support Queue guiding them through the systems and processes. I understood and implemented the Fines Act, legislation, polices and processes across all areas. With high standards I was able to assist the customers with their questions, concerns, the various processes and offer options enabling them to feel in control and make the best decision in relation to their individual case. I am very sensitive towards each customer taking the time to listen, respecting their background and story, while then guiding them through the process or processes to ensure they are comfortable with the result. Whether it be Requesting a Review, Payment Plan, Work and Development Order, Voluntary Enforcement, Details of the fine, guiding them through the Revenue NSW or Service NSW website. I was able to determine the service needs for the customer, this allows me to provide other areas of assistance and guidance if required with in the company, localized government services or the boarder government services. I ensure I am reflecting the Customer Service standards through my working day & work towards ensuring I was meeting the required KPI’s. I participated in and completed all required learning tasks set by my Team Leader and Service NSW ensuring I was up-skilling, while also being part of my team ensuring the service supplied is the best. I was selected into the Staff Forum team where innovations, ideas and improvements were discussed and shared towards the current and future business systems within Service NSW. I was nominated for an Innovation Award, contributing ideas to improve process, engaging in team discussions and contributing positive solutions. Along with, the nomination for Change Champion, I embrace change and am driven by the vision and energised for change with a positive attitude.

• As an Area Manager & Centre Manager, I greeted every client who walked through the service door, I reviewed centre profit and loss, guided mangers to meet monthly budgets and ensured state wide regulations and legislations of the service were met and followed. I attended supervisor meetings reviewing centres policies & procedures and implemented action plans. I provided support in difficult situations, guiding mangers and staff with conflict and complaints. I was directive with staff when required and supplied documentation in accordance with the situation. I visited services weekly completing spot checks ensuring quality care and promoting open communications with staff. I responded to NSW Departmental requirements ensuring breaches were followed through immediately. I ensured the staff and mangers felt supported and had the ability to access in-services and further educate their team members in providing a quality service. I provided an environment where my team members were valued and respect for their individual skills and acknowledge for their accomplishments. I ensured the service provided quality standards meeting National requirements. I worked with FACS and included other outside linking organisations.

PREVIOUS EMPLOYMENT

February 2008 – December 2009 – Authorised Supervisor/Centre Manager, Kindy Patch Emma’s, Narang Street, East Maitland.

October 2005 – January 2008 – Diploma Trained Child Care Worker/2IC/OH&S Officer, Emma’s Long Day Care, Narang Street, East Maitland.

May 2005 – October 2005 – Authorised Supervisor/Director, ABC Aberglasslyn, Fernleigh Avenue, Aberglasslyn.

June2004 – May 2005 – Authorised Supervisor, Aberglasslyn Child Care Centre, Fernleigh Avenue, Aberglasslyn.

June 1997 – June 2004 – Child Care Worker, Ruby’s Place, The New Lambton Children’s Early Education Centre, Lambton Rd, New Lambton.