Hua Yao

Engaging with internal and external stakeholders, developing strong relationships, and providing advice on a range of service delivery matters to resolve moderately complex to complex queries and concerns, leading to positive participant outcomes.

Collaborating with leadership to effectively manage workflow, ensuring tasks are completed efficiently and on time.

Gathering comprehensive information from participants, their representatives, planning partners, and multiple stakeholders to enable high-quality planning and evidence-based decision-making.

Assessing and determining the reasonable and necessary funded supports in compliance with legislation, agency guidelines, and regulations to be included in participant plans, ensuring they receive personalized, high-quality, and sustainable support and services.

Working closely with participants and their representatives to identify current and future support needs, including informal, community, and mainstream support options, in order to achieve person-centered plan outcomes.

Reviewing, addressing, and resolving issues and complaints regarding participant plans promptly and effectively. Completing necessary administrative and data entry tasks in participant records and task workflows, maintaining accuracy and confidentiality.

Contributing to the achievement of key performance indicators, meeting planning targets, and maintaining high standards of service delivery.

• Achievements:

I completed frontline essentials training, demonstrating a quick gain in proficiency with key skills and concepts, along with a positive learning attitude.

I received compliments from colleagues, team leaders, and facilitators for quick learning, establishing an effective learning rhythm, and adeptly applying newly acquired skills in practice.

I demonstrate resilience and the courage to continually improve, consistently striving to deliver better results.

I actively collaborate with colleagues, contributing valuable perspectives to team discussions and fostering a respectful and inclusive environment.

I put participants at the heart of everything I do, constructing plans that are fair, equitable, and sustainable while reflecting their needs and circumstances.

I take ownership of responsibilities and maintain high standards by complying with relevant legislation and regulations.

I embrace the engagement principles of being transparent, responsive, respectful, empowering, and connected in all interactions with participants and their families, as well as in work practices, contributing to the delivery of quality outcomes.

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

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

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

Preparing written materials, including presentations, correspondence, reports, corporate documentation, briefing papers, business plans, and Ministerial correspondence.

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

Using critical thinking in interpreting information and data to exercise appropriate delegations, and encouraging compliance with legislation, guidelines, and regulations for decision-making.

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

Managing competing priorities in a challenging and evolving environment.

• Achievements

I promoted the agency’s vision and principles and implemented its priorities by facilitating discussions about the master plan. I engaged, influenced, and collaborated with stakeholders to deliver customer-centric, digitally savvy, empathetic, and adaptable services. I encouraged team members to embrace innovation and change, fostering a culture of high performance and continuous improvement.

I interpreted legislation, information, and data, guiding others to make legal, ethical, evidence-based decisions. I created a professional, respectful, inclusive, diverse, and safe workplace where staff felt valued and inspired to reach their full potential. I recognized and celebrated both individual and team efforts and successes.

I collaborated with leadership to identify and address staff learning and development needs. I listened, clarified, and tailored communication to achieve mutual understanding and support the team in improving customer experience. I interacted with stakeholders transparently and respectfully, developing trusted relationships to achieve timely and efficient business outcomes.

I assisted in onboarding new starters, preparing documents and resources, setting clear expectations, and monitoring team performance. I provided constructive feedback to increase productivity and maintain quality standards. I held regular meetings with staff to discuss progress, challenges, and opportunities for improvement. I provided job performance feedback during one-on-one meetings and completed three and six-month probation reports to ensure alignment with performance standards and the agency's master plan.

I built strong relationships with customers and team members through a positive attitude and attentive response. I supervised team members to ensure compliance with set procedures and quality requirements.

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

Researching, analyzing, and assessing complex and sensitive information and customer issues, providing comprehensive information or determinations to customers.

Assisting customers or their representatives in gathering information to facilitate problem-solving and ensuring understanding of their obligations, entitlements, or decisions made.

Collaborating and sharing information with other staff and stakeholders, including specialists, to resolve complex customer needs quickly and effectively.

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

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

Engaging with internal and external stakeholders to conduct reviews and address complaints, driving positive customer outcomes.

Supporting change initiatives and influencing others to embrace change.

• Achievements:

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

I interpreted 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 listened to customers, clarified any questions or concerns during communications, sought feedback for mutual understanding, and demonstrated empathy and professionalism.

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

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

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

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

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

Preparing and coordinating schedules and rosters to support business and operational planning.

Increasing the agency’s capacity to manage call demand by building, maintaining, and monitoring schedules in line with forecasting reports and workforce management principles.

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

Managing changes to schedules and coordinating updates.

Undertaking research and analysis, identifying trends, and reporting findings to the local leadership team.

Building and maintaining relationships with stakeholders to share information, resolve issues, and improve business outcomes.

Working 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.

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

• Achievements:

My temporary high-duty 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, and 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.

Consistently delivering simple, helpful, respectful, and transparent experiences for customers, aligning work with the agency's master plan and understanding its priorities.

Taking steps to comprehend customers’ circumstances, tailoring services to meet their needs and delivering them respectfully. Communicating in a simple, helpful manner, discussing issues with transparency and respect to aid customers in understanding the process.

Enhancing customer satisfaction by efficiently addressing and resolving inquiries and concerns.

Being accountable for delivering efficient and effective customer service that respects customers' time, situations, and complex needs.

Promoting a digital-first approach at every opportunity to maximize the use of the digital channel.

Researching, analyzing, and interpreting legislation and information for legal, ethical, and evidence-based decision-making.

Collaborating with stakeholders to promptly and effectively resolve customers’ complex needs.

Actively contributing to fostering a positive and sustainable change culture by seeking information and guidance regarding the impacts and benefits of change.

• Achievements

I consistently delivered high-quality customer service, as recognized by the National and Service Center managers.

I met high-performance targets annually, proactively engaged with colleagues to improve service processes, implemented first-contact resolution methods, and actively contributed ideas to the agency’s initiatives.

I was selected for the Grow2Lead Program, beginning my leadership journey and enhancing my capabilities through collaboration.

I achieved Quality Call Framework accreditation, which aided the Customer Feedback and Escalations Portfolio Operations Team in completing tasks.

I recorded Interactive Voice Response (IVR) Chinese statements promoting government legislation.

I proactively adapted to change, ensuring positive customer outcomes and identifying opportunities for growth and development in every situation.