Preparing and executing compliance action to ensure ASIC's registers are up to date and accurate, contributing to ASIC's mission of providing efficient and accessible business registers that make it easier to do business. Further, I assist with liaising with Registry gatekeepers and information brokers, and coordinating Registry projects.

Within Registry's Workload, Insight and Reporting team, I liaise and collaborate with leadership daily to manage ASIC's customer facing resources and SLA’s in a timely and effective manner, and delivering action-based recommendations. Additionally, I am monitoring Contact Centre performance across multiple channels in real time, escalating any variances to plan as needed. A key component of this role is to provide and present specialist knowledge on customer behaviour, impacts to service levels, and reporting outputs, both on a critical operations level and across several Registry projects, while self-managing milestones and providing regular on-track status updates. I develop annual budget forecasts across both Contact Centre and back office Processing to assist senior leadership on determining financial year SLA's, FTE requirements, and future training and skillset needs across Service Delivery, requiring me to source and analyse data from multiple sources to identify ASIC customer trends and potential risks to the business.

Leading Service Delivery teams in a call centre and back-office environment managing KPI performance, handling escalated enquiries, and empowering frontline staff to ensure ASIC/ATO strategic goals and service level expectations are met.

Working within ASIC's Registry Business Support Team within the Customer Contact Centre in workforce planning, data analysis, employee reward and recognition, project management, and organisation event planning. Coordination of several fundraiser events, raising money for local charities around the Latrobe Valley.

Leading front end, customer-facing staff, providing technical support in terms of company policy, registers and customer service systems, and store operation. Conducting training modules for Customer Service Assistant's including OH&S policy and induction of new staff. Working with management in regards to schedules and rosters. Managing and resolving escalated customer enquiries.

Providing excellent customer service and product knowledge, specifically within entertainment and media. Within this role I undertook roles merchandising, stocktaking, sales, refunds, and general store maintenance.