Mai Huynh
Manager
Bonnyrigg
Summary
Experienced public sector leader with deep expertise in income support payment assessments, administrative decision-making, and program management. Proven track record in leading high-performing teams, interpreting complex legislation, and delivering fair, transparent outcomes. Skilled in stakeholder engagement, policy application, and continuous improvement, with strong communication and digital capability. Committed to procedural fairness, accountability, and customer-focused service delivery in high-volume, high-pressure environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Team Leader
Services Australia
02.2021 - Current
- Manage the operations of the team including setting work priorities and managing resources and workflow.
- Providing leadership to develop staff capability through coaching, mentoring, and on the job support.
- Escalate issues that adversely impacts on policy, performance and/or service, including disaster/emergency situations.
- Establishing and maintaining effective relationships with internal and external stakeholders to support the delivery of Key Performance Indicators.
- Research and support decisions based on subject matter knowledge and judgement.
- Research and support team to make decisions based on subject matter knowledge and judgement.
- Monitor and manage work output and quality against established performance standards through quality analysis and reporting.
Authorised Review Officer
Services Australia
06.2018 - 02.2021
- Undertake reviews of decisions.
- Investigate, analyse and assess complex, sensitive and contentious customer issues to negotiate appropriate outcomes or make appropriate determinations.
- Provide feedback to staff and internal stakeholders to improve quality, consistency and accuracy of decision making.
- Collaborate and liaise with a wide range of internal and external stakeholders to gather information, resolve customer issues and to make referral.
Random Sample Survey Officer
Services Australia
08.2017 - 06.2018
- Research and examine information provided by customers and third parties.
- Conducting interview via face to face, office assisted and phone.
- Update customer and partner records to ensure/maintain correctness.
- Identify administrative and customer errors, and record errors on payment correctness.
Authorised Review Officer
Services Australia
08.2016 - 08.2017
- Undertake reviews of decisions.
- Investigate, analyse and assess complex, sensitive and contentious customer issues to negotiate appropriate outcomes or make appropriate determinations.
- Provide feedback to staff and internal stakeholders to improve quality, consistency and accuracy of decision making.
- Collaborate and liaise with a wide range of internal and external stakeholders to gather information, resolve customer issues and to make referral.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
Random Sample Survey Officer
Services Australia
06.2009 - 08.2016
- Research and examine information provided by customers and third parties.
- Conducting face to face, office assisted and phone interviews.
- Update the status of customer and partner records.
- Identify and record errors and the reasons for the errors.
Quality Development Officer
Services Australia
01.2016 - 03.2016
- Conduct Quality Assurance checking for selected cases.
- Provide Support to Random Sample Survey Officers in policy, processes and interpreting legislation and processes.
- Subject Matter Expert – process appeals.
- Conduct independent and thorough end to end review on all payment types in the Random Programme.
A/g Senior Customer Service Adviser
Services Australia
11.2006 - 06.2009
- Conduct Specialist assessments as part of the Compliance Framework.
- Subject Matter Expert/ Review Officer.
- Support Officer locally and virtually (technical and policy).
- Training and supporting staff in policy and legislation.
A/g Senior Practitioner
Services Australia
03.2007 - 04.2007
- Training and supporting staff in new claims.
- Proving technical support.
- Providing feedback to staff and team leaders.
Customer Service Adviser
Services Australia
04.2006 - 11.2006
- Area Participation Solutions Team.
- Investigating incidents of reported non-compliance.
- Obtaining and investigating information from customers, Job Services Providers and third-party agencies and finalising most failures.
- Provide support to the employment services providers via telephone and e-mail service.
- Identifying when to refer a customer and/or referral to specialist.
Customer Service Officer
Services Australia
08.2004 - 04.2006
- Start-up Team in Working Age Participation Bankstown.
- Conducting new claim interviews.
- Assessing and finalising new claims for Newstart Allowance, Parenting Payment Partner and Youth Allowance.
- Reviewing and negotiating Participation Plans.
Skills
- Strong written and verbal communication
- Team management expertise
- Skilled in quality assurance and improvement
- Strong organisational skills with a focus on detail
Certification
Cabramatta High School
Timeline
Team Leader
Services Australia
02.2021 - Current
Authorised Review Officer
Services Australia
06.2018 - 02.2021
Random Sample Survey Officer
Services Australia
08.2017 - 06.2018
Authorised Review Officer
Services Australia
08.2016 - 08.2017
Quality Development Officer
Services Australia
01.2016 - 03.2016
Random Sample Survey Officer
Services Australia
06.2009 - 08.2016
A/g Senior Practitioner
Services Australia
03.2007 - 04.2007
A/g Senior Customer Service Adviser
Services Australia
11.2006 - 06.2009
Customer Service Adviser
Services Australia
04.2006 - 11.2006
Customer Service Officer
Services Australia
08.2004 - 04.2006
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