Evana Dannoun

• Consistently improving scheduling by closely monitoring call volumes and dynamically adjusting staffing levels accordingly.
• Successfully fostered and lead a collaborative team environment, where we have enhanced the level of communication to ensure we are managing coverage to answer our employees.
• Review, plan and distributing all workloads in HR Direct to ensure we have sufficient time and coverage to complete these tasks excluding our call and live agent volumes. These workloads include Off-Phones and PEGA forms.
• Effective at time management and prioritising tasks to ensure they are met before a deadline. Such as the AWS monthly user review, rostering, work schedule reconciliation, and real time requests from our advisors.
• Highly adaptable to ensure we are always improving the way we work to achieve the best customer outcomes.

• Providing quality and accurate advice for HR enquiries regarding pay, job change and leave policy.
• Efficiently able to prioritise workload by ensuring cases are completed within their SLA.
• Able to use my judgment effectively for cases and enquiries that need to be escalated to our Subject Matter experts for further assistance.
• Communicate effectively with customers through forms, phones and chat, answering their enquiries and providing solutions.

• Manage labour requirements/enquiries of over 5 major national clients and 75 employees.

• Conduct interviews, reference checks and selection processes for various labour roles.

• Creating and placing advertisements on SEEK and various other job searching platforms.

• Preparing quotes and pay rates for all clients in accordance with the Fair Work Commission.