Hayley Norris

Work Experience:

Talent Quarter is an Australian-owned healthcare recruiting firm serving healthcare and social care organisations nationally, covering all metropolitan, regional, and remote areas of Australia.

• Managed recruitment processes for a high volume of candidates and clients across Australia.
• Successfully built diverse client portfolio via networking, referrals, and cold calling.
• Recognised as one of the top 3 highest biller out of 75 employees (End of Quarter Awards, 2022).
• Received a Corporate Service Award (2021), acknowledging exceptional service and contributions to the company's goals.
• Seconded to the Sydney office for 6 weeks, providing a unique opportunity to work alongside and learn directly from industry specialists within the company.
• Gained experience in all elements of recruitment including: candidate management, contract management, compliance and governance, business development and account management. Please see below for further detail.

Duties:

Candidate Management

• Sourced candidates using recruitment software, posting advertisements, and searching LinkedIn.
• Screened CVs, cover letters, and qualifications.
• Conducted interviews, facilitated onboarding and maintained regular communication with candidates throughout the recruitment process.
• Addressed candidate queries, providing explanations regarding Enterprise Agreements, Awards, and Fair Work Act where necessary.
• Managed and booked travel and accommodation for contractors.

Contract Management

• Prepared client and candidate contracts.
• Negotiated contract extensions and executed contract amendments.
• Supported tendering processes for clients in WA, SA, and NT.
• Managed weekly timesheets to ensure readiness for payroll processing.
• Addressed and resolved queries and disputes related to invoices with clients and the finance team.

Compliance and Governance

• Ensured candidate compliance with policies, procedures, and training requirements.
• Updated policies and procedures for each state to ensure compliance with governing laws.
• Supported the Compliance Manager with incident reports, workers' compensation claims, and conducted worker safety calls for new and existing contractors.
• Provided on-hire labour charge rates ensuring rates were compliant with relevant EBA/Award.

Business Development

• Conducted market research using tools including LinkedIn, competitor analysis, and candidate feedback to identify industry trends and potential new clients.
• Acquired new clients through cold calling to secure new business.
• Built and maintained strong client relationships, providing regular updates on market trends, and conducting client service reviews to monitor and maintain high performance standards.

Account Management

• Completed performance metric tracking using KPIs including placements, time-to-fill, and client satisfaction.
• Forecasted and reported financial targets quarterly and annually.
• Maintained candidate and client pipelines to meet forecast projections.

Other

• Hosted and facilitated branch meeting proceedings, ensuring effective communication and collaboration within the team (including Eastern states colleagues).
• Participated in industry training courses for business development and recruitment.
• Completed workshops in mental health and wellbeing

Racing and Wagering Western Australia (RWWA) State government is a dynamic, versatile and commercial organisation that operates in meeting and furthering the needs of the racing and wagering industry in Western Australia

Work experience

• Assisted customers with finding suitable products, leading to higher sales revenue.
• Participating in monthly retail product sales meetings
• Manage over 14 government owned TAB Agencies.
• Successfully met daily performance metrics regarding sales, customer service interactions, and store cleanliness to maintain a high standard of retail excellence.

Duties

• Reporting suspicious behaviour to compliance managers for review.
• Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
• Reporting and Documenting (TTR) Threshold Transaction reports to the AUSTRAC for review.
• Organising prompt response and financial reporting for Gaming and Wagering Commission of Western Australia when randomised audits, inspections of compliances, finances and regulations.
• Communicating requests to bookmakers of customers requests raising limits and markets to open / settle.
• Answering queries regarding bet types in the TABtouch market.
• Stocking ordering /intakes
• Managing weekly settlement and reporting to RWWA head office weekly reports.
• Community and reporting to wagering operations regarding, outages, customer bans and ticket enquires
• Creating and verifying compliance for creation of TABtouch accounts
• Utilised problem-solving skills when resolving complex customer issues which led to improved long-term relationships.
• Creating and verifying compliance for creation of TABtouch accounts

Work experience:

• Ensured timely identification of potential issues by establishing robust monitoring systems and controls.
• Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
• Attending all Western Australia venues across the three codes of racing-thoroughbreds, harness, greyhounds help with onsite compliance with racing stewards.
• Reduced the risk of financial penalties by conducting thorough compliance checks on a regular basis throughout race meetings.

Duties

• Checking the licence and compliances only for essential personnel at race venues
• Checking attendees are maintaining social distance protocols.
• Checking in only essential personnel to their designated racing areas.
• checking all areas are at accordance racing rules codes and conducts
• Managing complaints and queries to and from Racing stewards
• Check licenced attendees’ temperature is in safe range for attendance in essential areas.
• Maintaining the attendees to comply with the social distance protocols in place at all times
• Report any incidents / occurrences to the Racing stewards

Work experience

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Streamlined communication channels for improved customer service quality and efficiency.
• Developed strong relationships with customers, fostering loyalty and repeat business.
• Collaborated with cross-functional teams to address and resolve customer concerns.
• Trained new Customer Management Representatives, supporting team growth and development.
• Managed high call volume while maintaining professional and exceptional customer service levels.

Duties:

• Answering incoming phone calls ( 250 calls per shift)
• Maintaining KPIs across call times, answered calls
• Placing bets for account holders in TAB account holders.
• Calling booking makers for any further requests in customers betting limits and any raises.
• Reporting to compliance managers suspicious behaviours.
• Managing depositing / withdrawals of accounts
• Providing information regarding bet types / products
• Responding and answering emails to team leaders
• Educating customers on regulatory compliance by developing and implementing comprehensive policies and procedures.