Sophia Gilbert
Browns Plains
Summary
Detail-oriented and reliable public service professional with proven experience in the Australian Taxation Office and superannuation sector. Skilled in interpreting legislation, managing sensitive client information, and providing accurate, high-quality administrative and compliance support. Demonstrated ability to work effectively within government frameworks, deliver exceptional customer service, and maintain integrity and confidentiality in all interactions. Known for strong organisational skills, attention to detail, and a collaborative approach to problem-solving in fast-paced environments. Seeking to contribute my knowledge of government operations and commitment to public service in an APS Level 3 or 4 role.
Overview
4
4
years of professional experience
Work History
ATO Customer Solutions Specialist
PROBE CX
08.2024 - Current
- Responded to high volumes of inbound calls (approximately 30 per day), providing accurate information and support on taxation matters, including lodgements, payments, myGov, general ATO enquiries, superannuation accounts, employer obligations, and contribution rules all whilst maintaining professionalism and efficiency under pressure.
- Delivered clear, empathetic assistance to individuals and businesses while ensuring strict adherence to privacy, confidentiality, and government compliance standards.
- Used ATO systems and reference tools to investigate and resolve complex customer queries while ensuring compliance with privacy and legislative requirements.
- Demonstrated strong problem-solving skills and resilience in managing difficult or distressed callers in a professional manner.
- Maintained high levels of accuracy and performance, meeting key performance indicators (KPIs) for call handling time, customer satisfaction, and first-contact resolution.
- Received regular training in ATO processes, tax law updates, superannuation legislation, customer engagement strategies, and government protocols to ensure delivery of up-to-date and accurate information.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Maintained professionalism in high-pressure environments, assisting a diverse range of callers with empathy and efficiency.
CREW MEMBER
HUNGRY JACKS
05.2022 - 08.2024
- Operated cash register, processed transactions accurately, and maintained a balanced cash drawer.
- Maintained cleanliness and organization adhering to health and safety regulations.
- Worked collaboratively with team members to achieve store targets and uphold brand reputation.
- Demonstrated flexibility by assisting with various tasks as needed.
KITCHEN HAND / CASHIER
MAA KINN
04.2021 - 06.2022
- Managed cash transactions and maintained accurate records.
- Developed strong teamwork skills by effectively collaborating with colleagues from diverse backgrounds.
- Responsible for reconciling the till at the end of each day, ensuring accuracy in financial records.
Education
Diploma - Business
Barrington College
10-2023
Certificate III - Health Services
Strategix
10-2023
Graduated -
MacGregor State High School
11-2023
Skills
- Customer Service & Call Handling
- Superannuation & Taxation Knowledge
- Conflict Resolution & De-escalation
- Privacy & Confidentiality Compliance (eg APS Code of Conduct, FOI, Privacy Act)
- Effective Communication (Verbal & Written)
- Time Management & Multitasking
- Problem Solving & Critical Thinking
- Government Procedures & Legislative Awareness
- Team Collaboration & Professionalism
- High-Volume Data Entry & Document Management
- Data Analysis & Reporting (Excel, SQL, ATO systems)
- Performance Under Pressure
- Investigative Research & Evidence-Based Decision Making
- Public Sector Accounting & Record-Keeping
References
JACOB HANSEN, TEAM LEADER AT PROBE CX
Jacob.Hansen@probegroup.com.au
TRANSPORT
- Valid Licence
- Own a vehicle for reliable transport
Timeline
ATO Customer Solutions Specialist
PROBE CX
08.2024 - Current
CREW MEMBER
HUNGRY JACKS
05.2022 - 08.2024
KITCHEN HAND / CASHIER
MAA KINN
04.2021 - 06.2022
Diploma - Business
Barrington College
Certificate III - Health Services
Strategix
Graduated -
MacGregor State High School
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