Jade Jalila Slaouti

Led a team of six Customer Support Consultants and coordinated five remote agents Overseas:

• Managed recruitment, induction, and training of Customer Support Consultants in Melbourne, focusing on supporting customers with online prescription orders and addressing inquiries on the myeden platform. Ensured compliance with TGA policies for Schedule 8 medications.
• Implemented communication channels, including Zendesk and Zendesk live chat.
• Collaborated with the IT Team to enhance platform features, report technical issues, and contribute to continuous improvement.
• Partner Pharmacies: Provided training on the new online platform, created induction programs, and monitored stock levels and product terminations.
• Developed SOPs for workflow approval, team training, and contributed to Compassionate Access Programs for financially challenged patients.
• Established online processes with the finance team for refunds and credits.
• Logistics: Collaborated with Freight Company to address shipping issues.
• Monitored team performance using Zendesk reporting tools, achieving a 95% Customer Satisfaction rating.

Demonstrated a commitment to enhancing customer satisfaction, improving operational efficiency, and fostering cross-functional collaboration with key stakeholders and suppliers as Customer Service Manager.

• Coordinating and hosting personalised day tours of must see locations around Melbourne’s CBD and the St Kilda area with private groups of up to 8 guests
• Providing significant information about each destination or attraction visited with emphasis on its cultural and historical meaning
• Handling emergency situations; managing sudden changes or modifications to the tour.

• Silver award for Best Hostel in Melbourne in 2016 & Employee of the month December 2016., reporting to regional and head office managers
• OSHN Representative, Fire
• Safety Warden, managing MSDS data, complying with all food, health safety inspections, assisting in the general upkeep and maintenance of the property by arranging quotes and visits from tradespeople
• Conducting inductions for all new employees across 2 different hostel locations and being the primary trainer for all new employees on reception
• Assisting with rostering, on-going training and mentoring for a team of up to 10 receptionists, managing and supervising the housekeeping and Bar/Breakfast departments
• Managing group bookings for conferencing and events, managing web refunds, hostel memberships, availability via online booking engines, websites and OTA’s
• Checking guests in and out of accommodation and day to day operations
• A retail travel agent selling domestic tours, accommodation, and transport to international and local guests
• Meeting monthly sales KPIs by maximising sales revenues through up-selling travel products and tourism marketing programs.

• A health recruitment specialist responsible for recruitment in the health sector by building and maintaining a database for the Health Care Team
• Liaising with suitable candidates confirming job interview details, collecting feedback from both parties after an interview
• Assisting in the recruitment process by handling paperwork such as visas, contracts and conducting all reference checks
• Following up with communication between clients and candidates regarding negotiation of salary, acceptance of the offer and the introduction of the candidate in their new company
• Updating systems, ensuring no breaches of privacy or confidentiality, running weekly audits on candidate files and creating job orders on a fast-track database.

Managing a portfolio of clients, maintaining relationships with an exceptional level of customer
service. Social media marketing and assisting with promotional events. Maintaining accurate
documentation and data entry, processing accounts payable, invoicing accounts receivable,
processing weekly payroll. Customer care and day to day operations such as responding to emails, answering phone calls and ordering office supplies.