MAY HAU
Hope Change Pty Ltd
Narre Warren,VIC
1
Certification
22
years of professional experience
Administration and client services professional with over 15 years of experience across customer care, sales, retail leadership and, most recently, disability services. Skilled in coordinating daily operations, maintaining confidential records, supporting teams and resolving complex enquiries with empathy and professionalism. Builds strong relationships with people from diverse backgrounds and brings a practical, organised approach to competing priorities. Seeking an opportunity to contribute these strengths while continuing to learn and grow.
Work History
Administration and Operations Support
2 Months- Coordinate day-to-day administration across participant services, staff operations, invoicing, payroll support and internal systems in a registered NDIS provider environment.
- Maintain participant and workforce records in ShiftCare, review progress notes and documentation quality, and follow up outstanding information to support accurate service delivery and audit readiness.
- Support rostering, service changes and urgent operational issues, communicating clearly with staff and management to minimise disruption to participants.
- Assist with recruitment and onboarding, including candidate communication, compliance documentation, training records and staff access requirements.
- Prepare reports, correspondence and internal updates; identify risks or inconsistencies and escalate sensitive matters with discretion and sound judgement.
Customer Care Consultant and Sales
5 Years 1 Month- Managed complex enquiries across phone, email and face-to-face channels, guiding bereaved families through memorial and burial services with empathy, accuracy and professionalism.
- Maintained confidential client records, sales activity and follow-up actions in Salesforce while working within policy, service and compliance requirements.
- Resolved complaints and emotionally charged matters through active listening, de-escalation and practical problem-solving, balancing compassion with clear next steps.
- Built trusted relationships with culturally diverse families and stakeholders and supported equitable, culturally responsive service experiences.
- Mentored new team members in customer care, systems, service standards and empathy-based communication within a high-volume environment.
Retail Store Manager
3 Years 8 Months- Led daily store operations, customer experience, team training and performance in a relationship-focused retail environment.
- Drove sales through personalised service, product knowledge, community connection and consistent follow-up with customers.
- Supported staff wellbeing and an inclusive team culture while maintaining accountability for service and operational standards.
- Coordinated visual merchandising, stock presentation and promotional events to strengthen the customer experience and store performance.
Assistant Store Manager
3 Years 5 Months- Supported daily store operations, inventory control, staff supervision and customer service while contributing to sales and performance goals.
- Coached team members and resolved customer concerns efficiently, using initiative and a calm, solutions-focused approach.
Retail Assistant
4 Years- Delivered attentive customer service and supported sales, stock presentation and day-to-day store operations.
Education
Secondary Education Completed
Level 2 Reiki Certification
Cacao Meditation and Ceremonialist
Aromatherapy Technician
Level 1 Reiki Certification
Skills
Administration and operations support
Client and stakeholder engagement
Team coordination and mentoring
Documentation and report writing
Complex enquiry and complaint resolution
Recruitment and onboarding support
CRM and database management
Trauma-informed communication
Cultural awareness and inclusion
Systems: Salesforce
ShiftCare
Genesys and CRM/database systems
Administration: Data entry
correspondence
reports
documentation
records management and workflow follow-up
People: Active listening
client advocacy
relationship management
mentoring
wellbeing support and collaborative teamwork
Service: High-volume customer care
sales
complaint resolution
de-escalation
confidentiality and professional integrity
Personal Information
- Title: ADMINISTRATION | OPERATIONS | CLIENT SERVICES
- Driving License: Victorian Driver Licence
- ID Type: NDIS Worker Screening Check
- ID Number: #90527293
Certification
NDIS Worker Screening Check #90527293, Working with Children Check, Police Check available, Victorian Driver Licence
Timeline
Administration and Operations Support
Hope Change Pty Ltd
08.2026 - CurrentRead More
Customer Care Consultant and Sales
Southern Metropolitan Cemeteries Trust
07.2021 - 08.2026Read More
Retail Store Manager
ECCO
09.2014 - 05.2018Read More
Assistant Store Manager
Colette Hayman
04.2011 - 09.2014Read More
Retail Assistant
Groove Accessories
01.2005 - 01.2009Read More
Holistic Health Melbourne
Level 1 Reiki Certification
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doTERRA HQ
Aromatherapy Technician
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Holistic Health Melbourne
Cacao Meditation and Ceremonialist
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Holistic Health Melbourne
Level 2 Reiki Certification
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Thebarton Senior College
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