Hanh Uong

I am enthusiastic, self-motivated, and reliable with well-developed communication skills. I thrive in a fast-paced scheduled environment where I can perform with great attention to detail. With years of experience and passion in client service, I'm looking to utilise my skills and knowledge in providing a positive and superior client experience that is both efficient and professional.

In my role as an APS 2, I operate in a call center environment where effective communication skills are crucial to achieving high-quality results in a fast-paced setting. I recall a call from a customer facing myGovID issues, feeling understandably frustrated as they were unable to verify their documents.

With a client-focused mindset, I engaged in confident and effective communication, successfully verifying the documents that had initially posed a challenge in myGovID. I provided clear guidance, explaining that for a driver's license with only a middle initial, they should ignore the middle name field and input only the last name and given name. Conversely, for the Medicare card, the name needed to be entered exactly as it appeared.

By communicating with clarity and confidence, I not only established an immediate rapport but also swiftly identified and resolved the issues, leading to a quality outcome. The customer was able to verify both documents, supporting their identity credentials to the standard strength required for proceeding with their Director ID application.

As an APS 2 officer, I was picked as a peer support for 30 Graduate Program Officers in their Customer Account Service rotation. One officer faced challenges with errors on a company's tax return, and I proactively offered assistance, focusing on immediate resolution and supporting their professional growth. Leveraging my knowledge of tax return details and common errors, I systematically analysed the information and applied policies from various sources, such as the ATO website, Smart scripting and COEAS.

I provided a comprehensive explanation of each finding, guiding the officer on where to find relevant information. For situations requiring an outbound call to a tax agent, I assisted in locating procedures and created a step-by-step guide, ensuring the officer felt confident and adhered to correct protocols during the call. Throughout the process, I offered both practical and emotional support, resulting in a positive and timely resolution during the outbound call.

The officer expressed gratitude for the thorough guidance, acknowledging that the assistance provided went above and beyond, contributing to their enhanced understanding of company tax return processes. This collaborative effort achieved the intended outcome supporting the capability growth of the officer and emotionally reassuring environment during a critical stage of the resolution process.

In addition to my role in peer support, my professional responsibilities extend to a dynamic call center environment, where maintaining a client-focused approach is crucial for daily operations. Effective communication with confidence is essential in achieving quality results consistently.

In a recent interaction, I assisted an elderly couple with their Self-Managed Super Fund (SMSF) annual return, which presented numerous errors. I addressed several issues through established

procedures but faced complexities that required in-depth research into explicit instructions and legislation.