Summary
Overview
Work History
Education
Skills
References
Timeline
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KALI HINCH

Brisbane,QLD

Summary

Recruiter, Team Leader and Senior Process Trainer at Tech Mahindra contracted to Telstra. With a total of 6+ years’ experience in contact centres focusing on ITIL core practices.

I approach my role with a strong emphasis on work ethic, initiative and communication. I employ my exceptional organisational & communication skills in the workplace to ensure completion of tasks and I strive to constantly exceed expectations. I am hardworking, reliable and consistently demonstrate an autonomous ability to problem solve, negotiate, and establish resolutions as both a leader and in a team environment.

Overview

6
6
years of professional experience

Work History

Talent Acquisition Specialist

Tech Mahindra
12.2023 - Current
  • Onboarding up to 30 candidates per month from initial contact to joining date.
  • Enhanced candidate experience by implementing a streamlined application process and timely communication.
  • Developed strong talent pipelines by utilizing various sourcing techniques, including social media, job boards, and online portals.
  • Reduced time-to-fill for open positions by implementing efficient recruitment strategies and effective collaboration with hiring managers.
  • Increased retention rates through thorough pre-screening of candidates and regular follow-up on new hires'' satisfaction levels.

Senior Process Trainer

Tech Mahindra for Telstra
05.2022 - 11.2023


  • Recruitment of new team members, hiring highest qualified candidates to build team of top performers.
  • Identify individual learning needs and support leaders to provide effective and efficient support and improvement plans.
  • Streamlined training processes for increased efficiency, resulting in higher employee retention and satisfaction.
  • Evaluated and improved existing training materials to ensure accuracy, relevance, and effectiveness.
  • Conducted regular assessments of employee skill levels to measure the effectiveness of training programs and make necessary adjustments.
  • Acting in a Team Leader role throughout the 8 week training and nesting period by overseeing their success into production.

Architectural Specifications Representative

LI Surfaces
01.2022 - 05.2022
  • Growing and developing existing relationships with architects, developers, contractors through an active approach.
  • Manage accounts of existing and new clients.
  • Organise and conduct regular presentations and specifications meetings with new and existing contacts within the Design and Construction Industry.
  • Extensive knowledge on the products to educate potential clients and assist them with any queries regarding their upcoming projects.

Team Leader

Leidos for the ATO IT Service Desk
11.2020 - 01.2022
  • Recruited, managed and oversaw the development of 20+ employees.
  • Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
  • Ensuring deadlines were successfully met regarding incident and request targets.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Feedback Officer

Leidos for the ATO IT Service Desk
12.2019 - 11.2020
  • The full management of compliments and complaints received by all parties across the ATO fell under my responsibility.
  • The main objective in successfully managing compliments and complaints is providing the objector with an adequate outcome while simultaneously upholding the standard and merit of the ATO IT Service Desk in which I represented.
  • Improved overall department efficiency by streamlining processes and implementing new policies.

Service Desk Analyst

Leidos for the ATO IT Service Desk
08.2018 - 11.2020
  • Being the first point of contact for all IT related issues and accesses, this role included: Level one incident management support.
  • Evaluate, troubleshoot and/or escalate incidents and requests.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Develop strong working relationships with 2nd level support to resolve high priority incidents and requests.
  • Ensured accurate and up-to-date ticket information
  • Answered high volume of calls (average call wait time 0-30 seconds).
  • Provided back of house administrative work for help desk incidents and requests unrelated to a call.

Education

Bachelor of Business Admin. -

Australian Catholic University
Brisbane, QLD

Cert III - Beauty Services

Endevour College of Natural Beauty

Graduated Senior Studies

Clayfield College
Clayfield, QLD

Skills

  • Coaching and Mentoring
  • Recruitment and Training Delivery
  • Orientation and Onboarding
  • Curriculum Development
  • Employee Engagement
  • Time Management
  • Complaints Handling
  • Active Listening
  • Efficient at Problem Solving
  • Public Speaking

References

Provided upon request.

Timeline

Talent Acquisition Specialist

Tech Mahindra
12.2023 - Current

Senior Process Trainer

Tech Mahindra for Telstra
05.2022 - 11.2023

Architectural Specifications Representative

LI Surfaces
01.2022 - 05.2022

Team Leader

Leidos for the ATO IT Service Desk
11.2020 - 01.2022

Feedback Officer

Leidos for the ATO IT Service Desk
12.2019 - 11.2020

Service Desk Analyst

Leidos for the ATO IT Service Desk
08.2018 - 11.2020

Bachelor of Business Admin. -

Australian Catholic University

Cert III - Beauty Services

Endevour College of Natural Beauty

Graduated Senior Studies

Clayfield College

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KALI HINCH