Hua Yao

Leading a team, including providing strategic direction, promoting a positive work environment, developing staff capability through coaching, mentoring, on-the-job support, and managing performance and attendance.

Successfully delivering projects, programs, or work outcomes, including ensuring deliverables are fit for purpose and meet business needs, managing workload, resources, risk, change, and implementation where appropriate.

Developing trusted relationships with local community and/or national stakeholders to support the effective design and delivery of programs, projects, payments, and services.

Preparing written materials, which may include presentations, correspondence, reports, corporate documentation, briefing papers, business plans, and/or Ministerial correspondence.

Contributing to business and people planning, and developing local strategies for improvement and best practices.

Using critical thinking in the interpretation of information and data to exercise appropriate delegations following legislation and guidelines.

Encouraging innovation and leading teams through changes in business and process improvement.

Managing competing priorities in a challenging and evolving environment.

Achievements

I promote the agency’s vision and principles and implement its priorities by facilitating discussions about the master plan.

I engage, influence, and collaborate with stakeholders to enable the delivery of customer-centric, digitally savvy, empathetic, and adaptable services.

I encourage team members to embrace innovation and change, creating a culture of high performance and continuous improvement.

I interpret legislation, information, and data, guiding others to make legal, ethical, evidence-based decisions.

I create a professional, respectful, and safe workplace where staff feel valued and inspired to reach their full potential. I recognize individual and team efforts and celebrate success.

I collaborate with leadership to identify and address staff learning and development needs.

I listen, clarify, and tailor communication to achieve mutual understanding and support the team in improving customer experience.

I interact with stakeholders transparently and respectfully, developing trusted relationships to achieve timely and efficient business outcomes.

I supervise team members to ensure compliance with set procedures and quality requirements.

I set clear expectations, monitor team performance, and provide constructive feedback to increase productivity, maintain quality standards, and work toward goals.

I build strong relationships with customers and team members through a positive attitude and attentive response.

I undertake complex financial assessments for customers by interpreting relevant legislation and government policy.

I research, analyze, and assess complex and sensitive information and customer issues, providing comprehensive information or determinations to customers.

I assist customers or their representatives in gathering information to facilitate problem-solving and ensure they understand their obligations, entitlements, or decisions made.

I collaborate and share information with other staff and stakeholders, including specialists, to resolve complex customer needs quickly and effectively.

I offer appropriate support service options, including financial counseling, assistance from the local housing authority, job training programs, etc., where applicable.

I exercise appropriate delegations as outlined by legislation and guidelines, making legal, ethical, and evidence-based decisions.

I engage with internal and external stakeholders to conduct reviews and address complaints, to drive positive customer outcomes.

I support change initiatives and influence others to embrace change.

Achievements:

I effectively manage competing workloads and practice time management to handle multiple tasks within the given time frame.

I interpret legislation, policies, and guidelines, successfully navigating ambiguities to make informed and fair determinations while exercising appropriate delegation as outlined by legislation and guidelines.

I proactively listen to customers, clarify any questions or concerns during communications, seek feedback for mutual understanding, and demonstrate empathy and professionalism.

I conduct information-sharing sessions and meetings with stakeholders, devising solutions through tailored problem-solving to meet customers' unique needs.

I document my decisions clearly to ensure transparency and accountability, thus preventing further escalation of the appeal process.

I communicate and negotiate in a simple, helpful, and respectful manner, engaging with diverse groups of people.

I make sound decisions based on evidence, utilizing appropriate judgment to deliver customer-centric, digitally savvy, empathetic, and adaptable services.

I contribute to a supportive and resilient team culture, focusing on driving positive customer outcomes and developing strategies for innovation to improve services.

Prepare and coordinate schedules and rosters to support business and operational planning. Increase the agency’s capacity to manage call demand by building, maintaining, and monitoring schedules in line with forecasting reports and workforce management principles.

Negotiate scheduling arrangements that balance national customer service expectations with local staff needs and training requirements.

Manage changes to schedules and coordinate updates.

Undertake research and analysis, identify trends, and report findings to the local leadership team. Build and maintain relationships with stakeholders to share information, resolve issues, and improve business outcomes.

Work collaboratively with the local leadership team to develop strategies to improve schedule management and adherence while contributing to the development and implementation of improvements and best practices in processes and procedures.

Provide advice and support to stakeholders regarding forecasting, scheduling, or capacity planning requirements.

Achievements:

My TPA scheduler role was extended due to outstanding performance and a positive work attitude, earning compliments from local leadership and staff.

I was accountable for maintaining high-quality, consistent, and accurate schedule updates.

I promptly responded to leadership and staff inquiries with transparency and respect.

I contributed to business and people planning by developing local strategies for improvement and best practices.

I engaged in daily scheduler duties, which included updating Flex Accrual, Overtime, IIE Absences, managing staff movement requests, proactively managing staff leave applications, and updating leave records in SharePoint.

I prepared reports for internal and external stakeholders, adhering to master plan principles and building stakeholder relationships, while closely collaborating with Workforce Scheduling and real-time teams to drive positive customer outcomes.

I promoted the use of digital technology, particularly Mobile Genesys, in our smart center.

I always deliver simple, helpful, respectful, and transparent experiences for our customers. Align work with our agency's master plan and understand the agency’s priorities.
I take steps to understand customers’ circumstances, tailor the services to meet their needs, and deliver the services in a respectful way.
I communicate in a simple, helpful way and discuss issues with transparency and respect to help customers understand the process. Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
I am accountable for delivering efficient and effective customer service that respects our customer’s time, situation, and complex needs.
At every opportunity, I promote the digital-first approach to maximize the use of the digital channel.
I research, analyze, and interpret legislation and information for legal, ethical, evidence-based decision-making.
I collaborate with the stakeholders to resolve customers’ complex needs quickly and effectively.
I actively contribute to a positive and sustainable change culture by seeking information and guidance about the impacts and benefits of change.

Achievements:

I have dedicated over twelve years of service to our agency, during which I have consistently received numerous compliments from customers praising my professional and high-quality customer service. These commendations have been acknowledged by both the National Manager and the Service Center Manager.

I have consistently demonstrated high performance in my Individual Performance Agreement each year.

I was selected to participate in the Grow2Lead Program, which marked the beginning of my leadership journey. This opportunity enabled me to collaborate with our leaders and enhance my capabilities.

I actively contributed to the CEO Challenge in 2020 and 2021 by offering innovative ideas on 'how might we make our services simple.'

I successfully passed the Quality Call Framework accreditation and assisted the Customer Feedback and Escalations Portfolio Operations Team in completing Free of Information Search and Retrieval tasks.

I had the honor of recording Interactive Voice Response (IVR) Chinese statements across our call network to promote government legislation, policies, and Privacy Statements, among other things.