Yoko Li
Hobart,TAS
Summary
Dynamic Roster Support Officer with proven expertise in staffing solutions at the Department of Health Tasmania. Skilled in ProAct, Empower, Outlook and Excel software and effective communication, I excelled in managing real-time roster adjustments and training new staff, ensuring compliance and operational efficiency. Recognized for enhancing data accuracy and stakeholder collaboration in high-pressure environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Roster Support Officer
Department of Health Tasmania
Hobart, TAS
09.2024 - Current
- Delivered end-to-end rostering support using ProAct, Empower, Excel, and Outlook, ensuring accurate staffing coverage across hospitals, community health services, and aged care units.
- Managed real-time responses to sick leave and shift vacancies, including sourcing qualified staff, coordinating overtime approvals, and issuing targeted shift offers via ProAct.
- Liaised with Nurse Unit Managers, HR, Payroll, Community Based Support, and After-Hours Managers to address roster gaps, contract issues, and urgent patient support needs.
- Reconciled staff timesheets and assignment records; applied correct award-based leave codes; ensured compliance with pay and contract policies during E and IK shifts.
- Prioritised competing tasks under pressure across multiple daily shift types (EI, KA, LT, IK, K, E), while maintaining data accuracy, reporting standards, and audit-readiness.
- Selected to train new staff in roster operations (EI shift), reflecting strong performance, communication, and knowledge-sharing skills.
Customer Service Consultant
Australian Unity Health Insurance
Melbourne, VIC
09.2022 - 07.2023
- Answered inbound calls, provided support to new and existing customers with insurance enquiries with professional manners.
- Interacted with customers, providers, or hospitals to align with business procedures.
- Effectively built trust and rapport conversation on every phone call with customer, giving detailed, personalized, friendly & politely service.
- Provided additional support to all departments including responding to customer inquiries, check processing and other various tasks.
- Entered and retrieved information of varying complexity using appropriate computer system applications to update records, process insurance applications and obtain information to others.
- Demonstrated open and positive behavior in support of operations' goals. Provided informal guidance to co-workers and back-up support in the absence of others.
Customer Service Consultant
Suncorp Group Insurance
Brisbane, QLD
04.2022 - 09.2022
- Actively worked to display a courteous and empathetic attitude to customer even during moments of intense customer displeasure. And gained high team loop result score over 98 of customer service.
- Awarded claim team customer contribution part champion of the month.
- Educated customers and potential customers who had questions about Insurance policies and products.
- Triage customer to right department and ensure the customer is given the right support at the right time, creating exceptional claims experience.
- Worked with a team of six other employees to develop a more efficient method for handling incoming customer enquiries, and significantly reduced average handling time.
- Created letters documenting contact and endorsement changes to client. Ordered system letters for missing information and approvals, created free form letters, and ensured that proper documentation was recorded.
Bega Cheese Dairy Company
Bega Cheese Dairy Company
Lenah Valley, TAS
12.2021 - 06.2022
- Provided front-of-house support to the company, including reception duties and event activities.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents, rearranging schedules and face-to-face services.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials, excellent in using Zoom, Skype, Outlook.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, proof-reading, grammar and spelling.
- Processed financial documents, contracts, expense reports and invoices as well as SAP system and Microsoft.
Business Administration Assistant
Travel With A Cause
Hobart, TAS
02.2022 - 04.2022
- Leveraged advanced communication and problem-solving skills as call center representative for travel agency.
- Grew existing customer accounts by 28% through exceptional service and effective sales techniques.
- Assisted customers in identifying suitable products and addressed inquiries promptly.
- Maintained current knowledge of evolving product offerings, enhancing retention by 10% through proactive recommendations.
- Ensured team efficiency during peak tourist season, achieving 100% customer satisfaction per post-tour surveys.
Administrative Assistant
Aurora Print Service
Hobart, TAS
06.2021 - 06.2024
- Handled the financial records of the organization
- Managed petty cash and staff expenses
- Oversaw accounts, manage invoices, and ensured smooth transactions with clients
- Responded to customer, vendor and employee enquiries
- Contacting clients about transactions and invoices
- Designed website layouts, templates and unique branded looks
- Created digital image files for use in digital and traditional printing methods
Education
Master of Information Technology And Systems - Information Technology And Systems
University of Tasmania
TAS07-2019
Bachelor of Business Information Systems - Business And Information Systems
University of Tasmania
TAS03-2015
Some College (No Degree) - Certificate in Medical Terminology And Reception
The Career Academy
Melbourne, VICSkills
- Rostering support
- Microsoft Excel
- ProAct software
- Timesheet reconciliation
- Payroll administration
- Data accuracy
- Award compliance
- Effective communication
- Task prioritization
- Training new staff
- Shift coordination
- Operational support
- Stakeholder liaison
- Contract management
- Work Planning and Prioritization
- Technical support understanding
Certification
- Project Management, Lean Six Sigma White Belt Certification – 2021
- Project Management, Project Management Essentials Certified – 2021
- Office Administration, Microsoft Excel Specialist Expert 2016 - 2021
- Office Administration, Microsoft Word Specialist Expert 2016 - 2021
- Office Administration, Microsoft Power Point Specialist Expert 2016 - 2021
- Work health and safety (WHS), Provide First Aid -2020
- Translator, National Accreditation Authority For Translators and Interpreters - 2019
Languages
Chinese (Mandarin)
Native/ Bilingual
Chinese (Cantonese)
Full Professional
Japanese
Elementary
Timeline
Roster Support Officer
Department of Health Tasmania
09.2024 - Current
Customer Service Consultant
Australian Unity Health Insurance
09.2022 - 07.2023
Customer Service Consultant
Suncorp Group Insurance
04.2022 - 09.2022
Business Administration Assistant
Travel With A Cause
02.2022 - 04.2022
Bega Cheese Dairy Company
Bega Cheese Dairy Company
12.2021 - 06.2022
Administrative Assistant
Aurora Print Service
06.2021 - 06.2024
Master of Information Technology And Systems - Information Technology And Systems
University of Tasmania
Bachelor of Business Information Systems - Business And Information Systems
University of Tasmania
Some College (No Degree) - Certificate in Medical Terminology And Reception
The Career Academy
Similar Profiles
Lydia NewtonLydia Newton
Policy and Project officer, Child Safety and Wellbeing at Department Of Health, TasmaniaPolicy and Project officer, Child Safety and Wellbeing at Department Of Health, Tasmania
Teena HawkeTeena Hawke
Service Delivery Officer at Department of DefenceService Delivery Officer at Department of Defence
Lindsey ChenLindsey Chen
Compliance and Reporting Analyst at Monash HealthCompliance and Reporting Analyst at Monash Health
Stewart BickStewart Bick
Registered Nurse Level 3, NICU at Royal Hobart HospitalRegistered Nurse Level 3, NICU at Royal Hobart Hospital
Tabatha SavilleTabatha Saville
Professional Cricketer at Cricket TasmaniaProfessional Cricketer at Cricket Tasmania