KATIE MCMANUS
Auckland
Summary
A multi-talented manager that has a diverse range of skills. A skilled recruiter that has had great success in creating multi-layered searches for people to work in the office, at home and flexible working arrangements. Dynamic people skills that customize coaching programs and caters for all learning styles. A skilled coach with strong ability to coach sales and customer service and to help team members progress in their performance to achieve team targets.
Overview
6
6
years of professional experience
Work History
Client Services Team Manager
YOUI Insurance
01.2023 - Current
- Send daily performance reports to Managers and Advisors
- Coaching – Call Reviews/Skills Coaching/Compliance Coaching
- Group Coaching
- Reporting on previous sales days/weeks/months to management team
- Assisting advisors with questions and support
- Driving individual advisor performance
- Driving team performance
- Onboarding new team members
- Managing rosters and leave
- Boosted client satisfaction by effectively managing a team of customer service representatives and ensuring timely resolution of inquiries
- Enhanced team performance by conducting regular training sessions and providing constructive feedback on individual performance
- Implemented new strategies to improve first call resolution rates, increasing overall customer satisfaction
- Established performance metrics and regularly monitored progress toward goals, adjusting strategies as needed to achieve targets
- Mentored new hires on company policies and procedures, fostering a positive work environment and promoting teamwork among staff members
- Conducted regular team meetings to share updates, address concerns, and foster open communication among team members
- Recognized high-performing employees through recognition programs, motivating staff members to consistently strive for excellence in their roles
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Sales Advisor
YOUI
09.2021 - 01.2022
- I returned to YOUI whilst I was pregnant and did a Sales Advisor role working from home
- I have a really good relationship with YOUI and they were happy to have me back during that time
- Please see further down for responsibilities.
Programmed Recruitment Consultant
07.2020 - 03.2021
- Calling leads/Sales calls
- Growth and retention of memberships for all 3 locations
- Managing members for all 3 locations
- Payroll
- Social media management
- Content creation
- Recruiting staff
- Managing trainers
- Planning events for The Box Office members
- Planning and promoting The Box Office shows/events.
- Managed the end-to-end recruitment process
- Attending client meetings to understand the recruitment needs
- Weekly payroll
- Onsite safety conversations for HSE
- Planning sourcing strategy and candidate attraction
- Candidate phone interviews
- Reference checks
- Weekly client meetings
- Site inspections for HSE
- Advising clients of Health & Safety concerns/changes that need to be made
- Candidate engagement/candidate care
- Responsible for keeping the team and our clients updated with the progress of the project/recruit
- Post project meetings both internal and external
Delivery Manager
Randstad
03.2018 - 03.2020
- Managed the end-to-end recruitment process
- Attending client meetings to understand the recruitment needs
- Assisting with setting up the recruitment project
- Planning sourcing strategy and candidate attraction
- Managing a high volume of candidates
- Candidate phone interviews
- Candidate video interviews
- Reference checks
- MOJ/Police Vetting/Credit checks
- Analysing candidate skills testing/psychometric testing
Education
No Degree -
Mount Albert Grammar School
Skills
- Sales background
- Objection handling
- Coaching and Mentoring
- Relationship Building
Timeline
Client Services Team Manager
YOUI Insurance
01.2023 - Current
Sales Advisor
YOUI
09.2021 - 01.2022
Programmed Recruitment Consultant
07.2020 - 03.2021
Delivery Manager
Randstad
03.2018 - 03.2020
No Degree -
Mount Albert Grammar School
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