Summary
Work History
Education
Skills
Affiliations
Interests
Timeline
Generic

TRANG TRINH

Avondale Heights,VIC

Summary

  • Highly skilled Client Engagement Officer with extensive knowledge and hands-on experience in tax and superannuation laws, policies, and procedures. I actively manage cases to ensure taxpayers comply with their obligations while delivering clear, client-focused advice. With a deep understanding of financial reporting systems, tax structures, corporate governance, and auditing procedures, I bring a data-driven approach to decision-making. I consistently apply policies, procedures, and legislation to make evidence-based decisions that support both business and client outcomes. Known for my ability to communicate confidently and collaborate effectively with diverse stakeholders, I enhance the client experience while addressing complex business issues. Committed to continuous learning and knowledge-sharing, I mentor and assist colleagues, fostering an environment of growth and improvement within the team. Confidently communicates and is client-focused in providing advice: As the President, I communicated with parishioners, volunteers, and external stakeholders to organize culturally significant events, ensuring their needs were met and facilitating seamless coordination. Collaborates with diverse stakeholders, effectively managing work to enhance the client experience and address business issues: I collaborated with local organizations and volunteers to deliver successful events, improving community engagement and raising funds for parish projects. Has knowledge of financial reporting systems, tax structures, tax and corporate governance, accounting and auditing procedures, and is data curious: I managed fundraising activities, overseeing the financial aspects of event planning and ensuring funds were appropriately allocated. Makes evidence-based decisions by analysing, interpreting, and applying policies, procedures, frameworks, and legislation: I made informed decisions about event planning and fundraising based on community needs and compliance regulations, ensuring success and transparency in all initiatives. Engages in knowledge sharing by mentoring and assisting other staff members: I provided leadership and mentoring to volunteers, helping them develop skills in event management and volunteer coordination. Communication and Interpersonal:
  • Attentive listener, crucial in team meetings, discussions, and customer support.
  • Cooperative and reliable, essential for successful team-related tasks.
  • Excellent verbal and written communication skills for report writing, presentations, and surveys. Organisation:
  • Developed excellent organizational skills, ensuring all tasks are completed by due dates.
  • Fluent in English and Vietnamese, enabling effective communication with non-English speakers.
  • Computer literate, proficient in Microsoft Office Suites.

Work History

Client Engagement Officer

Australian Taxation Office
Moonee Ponds, VIC
10.2022 - Current
  • Knowledge and Experience in Tax and Superannuation Laws:
  • Researched, interpreted, and applied superannuation law, policies, and legislation to make informed decisions on SMSF ABN applications
  • For example, I successfully processed over 500 SMSF ABN applications, ensuring compliance with current superannuation laws, including resolving complex cases such as first-year non-lodger projects
  • Client-Focused Communication:
  • Provided clear, empathetic advice to trustees regarding SMSF compliance requirements
  • I helped guide a trustee through conducting ID fraud checks and facilitated an audit interview, ensuring compliance and minimizing taxpayer concerns
  • Collaboration with Stakeholders:
  • Collaborated with internal teams and external stakeholders to educate and resolve issues
  • For instance, I built relationships with trustees to overcome barriers, delivering accurate advice through an education program, which improved overall compliance
  • Financial Reporting, Tax Structures, and Governance Knowledge:
  • Applied knowledge of superannuation and tax structures while reviewing SMSF ABN applications
  • I ensured all applications adhered to corporate governance standards and financial reporting guidelines
  • Evidence-Based Decision Making:
  • Analysed and interpreted legislative changes and made informed decisions based on superannuation law, particularly during a major policy update on SMSF regulations
  • This resulted in more accurate applications and better client outcomes
  • Mentorship and Knowledge Sharing:
  • Entrusted with mentoring junior team members and facilitating their onboarding process
  • Additionally, I was given the responsibility of upskilling the team at the Parramatta office in the Education Outstanding Obligation process and providing hands-on training to APS 5 and APS 6 officers in ID fraud procedures to help clear the backlog caused by the shutdown period
  • This initiative led to a significant reduction in the backlog and improved the team’s overall efficiency.

Service Delivery Officer

Evidence
06.2022 - 10.2022
  • Knowledge and Experience in Tax and Superannuation Laws:
  • Applied tax laws and procedures to resolve over 500 tax inquiries, ensuring clients adhered to their obligations and received accurate advice on a range of taxation issues, from basic to more complex scenarios
  • Client-Focused Communication:
  • Provided clear and concise explanations of tax laws to culturally diverse clients, ensuring they understood their tax obligations and available services
  • One example is how I assisted a non-English-speaking client in understanding their tax compliance requirements by connecting them with translation services, which led to a successful resolution of their issue
  • Collaboration with Stakeholders:
  • Worked closely with internal teams and external agencies to ensure that client inquiries were handled efficiently
  • I regularly collaborated with other departments to streamline case resolutions and improve the client experience
  • Financial Reporting, Tax Structures, and Governance Knowledge:
  • Utilized financial reporting systems and tax structures knowledge to analyse client cases
  • I assisted with gathering financial data and correctly categorizing information for tax assessments
  • Based Decision Making:
  • Made decisions by analysing client data and applying relevant tax laws and regulations
  • One notable example was resolving a complex case where multiple tax codes applied, and I ensured the correct one was used to avoid penalties for the client
  • Mentorship and Knowledge Sharing:
  • Implemented a peer mentoring program to assist newer staff members in grasping key concepts quickly, helping them improve their case handling and client communication skills.

Migration Agent

FastLink Migration Services
Avondale Heights, VIC
01.2008 - Current
  • Knowledge and Experience in Tax and Superannuation Laws:
  • While my primary focus was migration law, I ensured clients met tax obligations related to their visa status
  • I provided tailored advice on financial reporting requirements, ensuring their compliance with Australian tax laws, which was critical for successful visa applications
  • Client-Focused Communication:
  • Maintained open communication with clients to explain migration processes and ensure their understanding of how tax laws intersected with their visa requirements
  • In one case, I resolved a delay in a visa application by providing additional tax documentation, ensuring quick processing
  • Collaboration with Stakeholders:
  • Built strong working relationships with Australian government departments and officials to expedite visa processes
  • For example, I collaborated directly with the Department of Home Affairs to resolve delays in processing a family’s visa application, ensuring they received approval on time
  • Financial Reporting, Tax Structures, and Governance Knowledge:
  • Managed financial documentation for business visa applicants, ensuring compliance with both migration law and tax regulations
  • I integrated tax reporting and migration processes to ensure applicants met all requirements for approval
  • Evidence-Based Decision Making:
  • Thoroughly researched migration law changes and applied relevant policies to make informed decisions on visa applications
  • For example, I analysed complex migration law updates to help a family navigate changes that affected their residency eligibility, leading to a successful outcome
  • Mentorship and Knowledge Sharing:
  • Provided mentorship to junior migration agents by sharing my expertise on policy changes and guiding them through case handling procedures, ensuring consistent quality of service.

Education

Australian - Immigration Law and Practice

Victoria University
01.2007

Bachelor of Business - Tourism and Hospitality

Latrobe University
01.1998

Graduate Certificate -

Skills

  • Researching, interpreting, and applying legislation and procedures
  • Building relationships to overcome barriers and resolve issues
  • Effectively managing workloads to complete tasks within set timeframes
  • Communicating effectively with taxpayers and prioritizing the overall client experience
  • Mentoring and supporting less experienced staff

Affiliations

  • Developed training schedules and onboarding programs for new staff
  • Conducted facilitated sessions and workshops to supplement self-paced training modules
  • Leveraged objections expertise to recommend relevant training to graduates
  • Built foundational capabilities in team members through clear communication of complex concepts

Interests

Community Involvement: , St Martin De Porres Parish, Australia, VIC President of Vietnamese Committee 2020 – 2024

Timeline

Client Engagement Officer

Australian Taxation Office
10.2022 - Current

Service Delivery Officer

Evidence
06.2022 - 10.2022

Migration Agent

FastLink Migration Services
01.2008 - Current

Australian - Immigration Law and Practice

Victoria University

Bachelor of Business - Tourism and Hospitality

Latrobe University

Graduate Certificate -

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TRANG TRINH