Claudia Swinton

Samuels Donegan is a boutique start-up recruitment agency in Melbourne that specialises in recruiting all roles under the HR function (HR Generalist, TA, L&D, OD, ER / IR, etc.). The business is founder-led with 8 employees in total. My role there has been leading a team, as well as several key projects to improve the service offering.

Achievements:

• Led (and retained) a team of 3 consultants, all of whom were new to recruiting within HR
• Billed over $400,000 within my first 12 months in a new industry, becoming the top biller for the business
• Managed all P&L for recruitment , as well as annual and quarterly financial goals
• Increased productivity by 10% by introducing candidate management automation, therefore making the virtual assistant role redundant
• Created a personal branding strategy for each consultant & the founders to attract talent to the business & increase revenue, which resulted in 10 x the amount of applications for internal roles & a 20% increase in new roles won via LinkedIn
• Maintained 30% or lower payout ratio
• Maintained a time to hire below 18 days across the team and a fill rate above 95% across all industries
• Onboarded and trained 3 new team members, who were bringing an ROI of 3 x their salaries within the first 3 months
• Introduced NPS surveys and Sourcr reviews to ensure consistent quality of service
• Ideated and rolled out several new processes and tech across the business to improve the candidate / client / consultant experience
• Maintained a 5 star rating from all candidates and clients

Anzuk Education is a global, founder-led recruitment agency specialising in the recruitment of teachers and teaching assistants. I had 2 team leaders directly reporting into me as well as my own team of 4 consultants / senior consultants, during Australia's most challenging teacher shortage to date. The business has approximately 500 employees across ANZ, Europe and the US.

Achievements:

• Conducted a training needs analysis across wider business and provided sales coaching/ training to team members, and performance management and leadership coaching to team leaders
• Supported with the development and roll out of a newly standardised onboarding process & e-learning content (Trello) & learning content across the business with new graduates
• Led roll out of newly created SaaS product , including training around sales process, USP's, competitor analysis , liaising with company's internal development team to implement software improvements based on client feedback and ensuring efficient and effective turnaround times from all stakeholders, resulting in 8 trial subscriptions within the first quarter
• Developed sales strategy based on research of market conditions and government funding initiatives
• Masterminded updates to workflows and revitalised teams to meet changing business needs and boost team member performance
• Boosted brand growth by devising strategic network and marketing tactics based on market research , which resulted in 15% growth within first 3 months and a projected 45% growth by the end of 2025
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.

Anzuk Education is a global education recruitment agency with approximately 200 employees in Australia & 500 globally. I was the Account Management Team Leader, responsible for 4 employees and a cold desk of my own with prospective clients.

Achievements:

• Directly led a team of 4 consultants to exceed individual & team KPI's (client retention, revenue growth, candidate management, securing business of cold/ warm leads & clients in desirable networks) as well as meeting these targets myself as a billing manager
• Achieved a profit margin of $3.5mil within the team (increase of 25% YoY) within first year of leading the team
• Refined team workflows to better capitalise on individual strengths and maximise market share
• Held quarterly performance reviews with team members
• Maintained below 30% payout ratio across team (net income)
• Created role scorecards and individual development plans quarterly, retaining 'A players' (top talent) and exiting 'C players' (team members underperforming)
• Built strong team by recruiting and developing top sales talent, resulting in several promotions across the business
• Monitored team performance and orchestrated performance management plans where the need was identified
• Assisted in development of monthly sales goals to motivate team and drive business objectives
• Organised and held quarterly events for various stakeholders, including clients & candidates
• Attended quarterly client conferences at which I presented new software, changes to process or market insight to approximately 100 clients within the network

Chandler Macleod is a global recruitment agency. It was listed on the ASX until 2015, though is now privately owned, with 20,000 employees globally.

I was the Senior Account Manager responsible for approximately 500 white collar labour hire staff across 10-12 locations nationally on all matters relating to performance, KPI's, wellbeing & HR relating to the employee lifecycle, including terminations and Fair Work tribunals.

Achievements:

• Management of labour hire staff included performance management (approximately 4 coaching sessions attended per day), formal disciplinary action, on-site workplace health and safety, high volume recruitment and compliance of both service officers and team leaders
• Liaised with key stakeholders within the Federal Government Agency daily and lead/ supported with change management within short time frames during COVID-19.
• Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
• Mentored junior account management professionals to develop skills and increase company revenue.
• Coordinated with internal teams to facilitate prompt delivery of client projects.
• Maintained a 100% client satisfaction score throughout the year from all client sites.

I worked in the Youth Protection division of the Department, which was created in response to recommendations from the Royal Commission into Institutional Responses to Child Sexual Abuse. The role involved a large amount of policy creation and revision. I worked here until the COVID-19 restrictions lifted and I relocated to Melbourne.

Achievements:

• Facilitated end-to-end process of organising work experience placements, including advertising placement on website, selecting candidates based on resumes/ key selection criteria, shortlisting, liaising with Host Units for placement dates and locations, before during and aftercare of students (mostly under 18 years old), maintaining communication with parents and school coordinators throughout placement, ordering work experience ‘packs', sending survey questions post-placement and gathering and presenting data to directorate post-placement.
• Achieved objectives within strict timeframes.
• Developing and sustaining positive relationships with a range of stakeholders internal and external to Defence, managing the youth-focused Work Experience Program.
• Reviewed and supported with development of new internal policies to ensure Department was in line with Federal Government guidelines.

Services Australia is a federal government agency. I worked in the COVID-19 response area of the business, which was a contact centre environment. In this role I had 25 direct reports.

Achievements:

• Lead, managed & supported staff to achieve key KPI's using Quality Assurance scoring reports against call listening frameworks.
• Managed operations of team, including setting work priorities and managing resources and workflow
• Developed staff proficiency through coaching and training to identify staff learning and development needs
• Monitored work output and quality against established performance standards through quality analysis and reporting
• Analysed and reported on achievement of business outcomes, key performance indicators and quality assurance to assess and manage overall performance
• Encouraged innovation and managed and lead team through changes in business and process improvement
• Managed customer feedback and complaints, including investigating and resolving issues and incidences escalated by staff.

Flight Centre is a publicly-listed global travel agency with retail and corporate offices across EMEA, the US and APAC. Flight Centre employs over 15,000 people globally and each retail store operates as its own business. I managed 2 stores in total.

Achievements:

• Ensured store profitability through developing team to meet commission and sales targets (team as well as individual, as I was also a billing sales manager)
• Maintained and built robust and lucrative repeat business (grew maximum spend clients from 1 to 60 within a period of 6 months)
• Coached and trained team members on sales systems, sales process, target market & targeted products which changed monthly
• Devised and structured training programs which were utilised by the entire area (approximately 25 other managers & their teams)
• Daily administration, including reconciling accounts with suppliers & staffing costs factored in by end of month
• Oversight of P&L & monthly team budget
• Conducted weekly business analysis, identifying areas of opportunity within each key strategy of the business
• Executed appropriate staffing and budgetary plans to align with business forecasts.
• Evaluated hiring, firing, and promotions requests.
• Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
• Responsible for daily/ monthly rostering to ensure staff coverage

Salon Evolution Group was a founder-led business of 15 based in the UK, involved in direct B2C sales.

Achievements:

• Managed a large team (approximately 15) involved in Business-To-Business sales within the health & beauty industry
• Duties included adhering to and surpassing KPI's both within my team and individually, conducting business meetings daily which provided a brief analysis of the company's success thus far and areas of improvement, as well as organising and conducting meetings with key stakeholders weekly
• Managed all staff travels, accommodation and other logistics including territory planning when team had interstate travel planned.
• Introduced and conducted sales training programs for the company, which increased the team's conversion year on year by 20%.