Vy Dinh

• Expertly managed caseloads with exemplary verbal and written communication prowess.
• Fostered robust working relationships with clients, Community Legal Centres, and government agencies.
• Interpreted policies with accuracy, ensuring compliance and governance.
• Fostered robust working relationships with clients, Legal Aid, and government agencies.
• Maintained meticulous case file organisation and management.
• Gathered case information to improve case preparation and inform strategic decisions.
• Cultivated extensive legislative knowledge, staying abreast of legal developments.

• Expertly handled escalated calls, ensuring resolutions aligned with Tribunal protocols and legal frameworks.
• Administered caseload distribution and developed weekly staffing schedules, optimizing team workload management.
• Delivered comprehensive training and guidance, reinforcing quality assurance measures within the team.
• Facilitated high-caliber service delivery to stakeholders through robust support and mentorship.
• Coordinated and tracked team and personal tasks, ensuring consistent achievement of deadline targets.
• Reviewed applications, documents, and submissions for compliance with Practice Directions.

• Delivered comprehensive administrative support to Senior Members and the Deputy President within the Social Services and Child Support Division of the former Administrative Appeals Tribunal.
• Facilitated the preparation of intricate case summaries, legal directions and draft decisions.
• Efficiently managed and investigated feedback and complaints, crafting well-considered draft responses.
• Assisted the Child Support Practice Leader by preparing initial dismissal documents and maintaining up-to-date weekly change of assessment reports.
• Conducted thorough case research utilising internal intranet resources.

• Acted as the primary liaison for customer inquiries, providing courteous and precise information.
• Managed a spectrum of administrative duties, encompassing application processing and correspondence handling.
• Acted as a designated sub-collector for public funds, upholding financial integrity.
• Provided training and mentorship to new staff, fostering a culture of knowledge-sharing and professional growth.

• Managed high-volume inbound calls and customer inquiries with efficiency and professionalism, ensuring high-quality service delivery.
• Delivered value-added services to enhance customer satisfaction and retention.
• Maintained strict adherence to industry regulations, upholding company standards and integrity.
• Acquired extensive knowledge of superannuation products, contributing to informed customer support.
• Achieved performance targets consistently, demonstrating an exceptional results-driven work ethic.

• Executed administrative and support tasks, ensuring efficient repairs and accurate data management in SAP.
• Vigilantly monitored service level agreements to maintain exceptional standards.
• Led a dynamic team of four, fostering a collaborative and productive work environment.
• Strategically scheduled rosters to optimise team performance and boutique operations.
• Designed and delivered targeted training programs to enhance team capabilities.
• Successfully elevated customer satisfaction ratings from 30% to a notable 68%.
• Resolved escalated customer issues promptly, reinforcing client trust through effective solutions.

• Coordinated timepiece and jewellery repair operations to meet customer expectations.
• Resolved customer complaints while providing timely updates on repair status.
• Wrote personal journey book reflecting commitment to enhancing customer engagement.
• Recognized in Asia Pacific for delivering exceptional customer service, receiving the Exemplary Award.

Part-time study