Yvonne Jiang
Bentleigh,VIC
Summary
Diligent skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Knowledgeable Case Manager experienced in coordinating care for disabled and aged individuals. Proactive and resourceful with strong knowledge of community resources. Strong communicator with passion for helping others.
Overview
19
19
years of professional experience
Work History
Service Officer
Services Australia
04.2023 - Current
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
Internal Case Manager(Placement)
Prestige In-home Care
09.2023 - 11.2023
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Monitored program performance and outcomes for successful delivery of services.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
Support Worker
Bayside City Council
06.2022 - 04.2023
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Kept clients engaged in social networks and communities for personal health and growth.
Parent Helper
Oakleigh Primary School
03.2015 - 03.2019
- Monitored children's activities to verify safety and wellbeing.
- Read stories, sang songs and facilitated creative play.
- Implemented daily routines and activities to stimulate and engage children.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
Duty Manager
Great Southern Hotel
04.2010 - 01.2014
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information on reservations or requests.
Tour Guide
Palicon Pty Ltd
08.2004 - 06.2007
- Guided Chinese groups of up to 45 people on scheduled tours.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
Education
Diploma - Community Service Case Management
Holmesglen Institute
Moorabbin, VIC11.2023
Diploma - Hospitality Management
Holmesgeln Institute
Glen Waverley, VIC02.2010
Diploma - Tourism
Guilin Institute of Tourism
China 06.2001
Skills
- Interviewing Skills
- Written and Verbal Communication
- Client Needs Assessments
- Money Management Assistance
- Collaboration and Teamwork
- Implementing Client Care Plans
- Case Management
- Customer Service
Languages
Chinese (Mandarin)
Native or Bilingual
Chinese (Cantonese)
Professional Working
Timeline
Internal Case Manager(Placement)
Prestige In-home Care
09.2023 - 11.2023
Service Officer
Services Australia
04.2023 - Current
Support Worker
Bayside City Council
06.2022 - 04.2023
Parent Helper
Oakleigh Primary School
03.2015 - 03.2019
Duty Manager
Great Southern Hotel
04.2010 - 01.2014
Tour Guide
Palicon Pty Ltd
08.2004 - 06.2007
Diploma - Community Service Case Management
Holmesglen Institute
Diploma - Hospitality Management
Holmesgeln Institute
Diploma - Tourism
Guilin Institute of Tourism
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