May Thao

• Connect with and tailor educational sessions to our “vulnerable” and “at risk” multicultural communities to accessing our agency's services via all channels.
• Establish and sustain networks internally and externally with community service providers, other government and non-government organisation (NGO) agencies to support best practice outcomes for customers with complex needs.
• Attended various inter-agency meetings, identifying emerging local trends and sharing current agency changes.
• Represent and organise events and conferences within the agency and with external organisations.
• Respond promptly to complex customer enquiries via email or phone from staff and external organisations.
• Trained staff to interpret policy and legislation around refugee payments and services. Created task cards for quick reference on policy changes.
• Analyzed trends across all levels and collaborated with program managers on local strategy decisions.
• Maintain positive working relationships with fellow staff and management.

· Deliver excellent customer service by responding to inquiries promptly and efficiently. All interactions attended to in a positive, friendly and professional manner.

- Establish trustful relationships through effective communication skills by listening attentively, using simple words (no departmental jargon), and being honest, respectful, and transparent.

- Educate customers on the products and services offered by the agency.

- Apply de-escalation techniques to problematic customer concerns through active listening, empathizing, and maintaining a calm, friendly demeanour.

- Trained and mentored new staff on the agency's best practices.

- Skills Coach opportunity for eight months to mentor new staff by:

* Identifying key learnings, increased work quality, and reduced rework.

* Reiterate 'first contact resolution' and accurate file records of customer interactions.

* Analyze information and data to gain insight into the new staff's strengths, and provide strategic advice on identified concerns. If needed, develop individual support plans.

* Build and sustain effective partnerships with a broad range of internal stakeholders.

- Collaborate with other departments within the organization on various projects.

- Delivered continuous training to associates to maximize performance and customer relations skills