Summary
Overview
Work History
Skills
Skills Development
References
Affiliations
Timeline
Generic

MARSHALL GILLAM

Mount Hawthorn,WA

Summary

A driven Customer relationship professional with 17 years’ experience in Account Management and relationship building in both a Commercial and Public Sector setting. A person who takes pride in delivering a high level of customer service and attention to detail, enhancing the reputation of the business he represents. A loyal, results driven individual who thrives on challenges. A leader who has managed a team of Sales Consultants to deliver outstanding results.

Overview

24
24
years of professional experience

Work History

Team Leader Recruitment

Health Support Services
12.2021 - Current
  • Lead, manage and coach the team to deliver highly responsive customer services in line HSS’s strategic intent and values, service level agreements (SLAs), key performance indicators (KPIs), compliance standards, regulations etc
  • Foster a positive team culture that has purpose, is collaborative, engaged, empowered and continually strives to achieve improved outcomes for customers and the organisation
  • Create a strong culture of accountability, aligned to clear key performance indicators (KPIs), performance and quality measures in line with HSS’ strategic intent
  • Plan and forecast team capacity to meet peak workflow demands and ensure smooth functioning of the area
  • Manage the area to ensure delivery of standardised processes to achieve system wide efficiencies and meet policy frameworks, statutory and legislative requirements, industrial instruments and risk and compliance standards
  • Undertake quality assurance checks to ensure the work processed is in accordance with relevant policies and procedures and initiate corrective action as required
  • Identify opportunities for improvement and lead change activities that enhance and improve service delivery and improve the customer experience
  • Monitor, research, evaluate and report any developments in best practice related to the area
  • Provide a consultancy and advisory service to customers in accordance with legislative and regulatory and policy frameworks
  • Prepare briefing notes, responses to customer feedback, correspondence, reports etc, as required
  • Establish and maintain effective networks and working relationships
  • Investigate, research and respond to complex queries and complaints as required
  • Foster risk awareness, ensuring staff understand their roles and obligations of working within a compliance framework.

Recruitment Consultant

Health Support Services
04.2020 - 12.2021
  • Be accountable for a recruitment case load; be the customer’s single point of contact throughout the end to end recruitment process delivering a service that is timely, efficient, effective and meets defined key performance indicators
  • Provide a highly responsive customer focused service by understanding the customers’ needs, providing advice and guidance, being proactive, offering solutions and resolving any queries
  • Provide an advisory service on recruitment, selection and appointment processes in accordance with legislative and regulatory framework governing public sector employment
  • Process the transactional components of the recruitment activities accurately, consistently and in a timely manner, in accordance with defined KPI’s.

Employee Services Consultant

Health Support Services
01.2020 - 04.2020
  • Be accountable for a direct appointment and employee contract variation case load
  • Be the customer’s single point of contact throughout the end to end process delivering a service that is timely, efficient, effective and meets defined key performance indicators
  • Provide a highly responsive customer focused service by understanding the customers’ needs, providing advice and guidance, being proactive, offering solutions and resolving any queries
  • Process the transactional components of direct appointment and employee contract variation activities – including transfers, secondments, higher duties, contract renewals etc, accurately, consistently and in a timely manner and in accordance with defined KPIs.

Employee Services Officer

Health Support Services
04.2019 - 01.2020
  • Process New Hire appointments, transfers, secondments and contract renewals in both East Metropolitan health Service (EMHS) and South Metropolitan Health Services (SMHS) in accordance with Health Support Services policies and procedures
  • Analyse appointment forms to determine customer requirements
  • Ensure customer requirements comply with established position descriptions and have correct approvals as per Health provider requirements
  • Liaise with Health Providers and appointee’s via phone and email to ensure appropriate documentation is included as required by guidelines
  • Consistently and pro-actively find efficiencies and solutions for Customers to reduce time frames for New Appointments and provide support and guidance
  • Perform and record all required New Hire checks related to new appointments for EMHS and SMHS including Data Warehouse search, Corporate Governance, Criminal Record Screening, Working with Children and Pre Employment Health Assessments
  • Process new appointments in to HRIS lattice system in an accurate manner and ensuring Key Performance Indicators are adhered to and payroll time frames are met
  • Prepare and deliver contracts to appointee’s as per requirements in a timely and accurate manner
  • Assist customers to find a way and meet all urgent requests or alternatively escalate to Team Leaders where requests are unable to be met
  • Work collaboratively with Team Leaders and fellow team members to ensure time frames are achieved therefore meeting customer needs and expectations
  • Liaise with EMHS and SMHS Payroll Services to ensure communication is clear and concise improving the outcomes for Customer base
  • Strong knowledge of the wider recruitment process including advertising and recruitment and policies and procedures that govern it including assisting customers on transferred phone calls from the HSS contact centre
  • Implementation and efficient utilisation of the Mercury onboarding system as introduced in 2019.

Client Service Officer

Health Support Services
08.2018 - 04.2019
  • Answers incoming calls related to employment and payroll services for the public Health sector
  • Provides advice or guidance on queries related to employment and payroll services for the WA public health sector
  • Provides a support service by undertaking administrative and clerical support functions
  • Assist customers being both panel members and applicants with the use of the Recruitment Advertising Management System
  • Confirm applicants have submitted applications correctly via the RAMS system and assist with issues in the process
  • Guide panel members who are inexperienced RAMS users on access and use of the system to improve customer experience
  • Assists in the maintenance and reassignment of workflow items using the Electronic Document Records Management System (EDRMS)
  • Assists and responds to clients with technical issues and navigation of the MYHR website regarding leave, payroll and HR related data via phone and email correspondence.

Senior Sales Account Executive

Sealy of Australia
02.2018 - 01.2006
  • Key Account responsibilities
  • Year on year Sales growth at accounts
  • Growth in product profit sales mix
  • Delivery of monthly Key Performance Indicators – Sales promotion, product training, range and display
  • Manage a team of retail sales professionals – sales, training, motivation, rostering and performance management
  • Build enduring business relationships at all levels of customer base
  • Market Intelligence gathering
  • Manage all aspects of customer service to allocated major retail accounts and the end consumer via telephone, email and face to face meetings
  • Participate in monthly sales meeting with colleagues and Management team
  • Manage a team of seven bedding consultants working within the Myer department store to deliver successful results for Sealy of Australia
  • This includes but not limited to target planning, training and development, structured meetings, coaching, rostering and motivation
  • Meet with client retail Regional Managers to strategise and review successful business outcomes for both supplier and dealer
  • Conduct effective meetings with Store Management teams and floor leadership teams planning successful business outcomes
  • Build strong relationships and rapport with all levels of Retailer employees to ensure successful delivery of key aspects of the business
  • Bi – annual attendance at National Myer season workshop events
  • Contributing market intelligence and presentations on sales results, outcomes, sales targets, plans to achieve and all items relevant to the success of the business
  • Negotiating customer orders to drive sales and profitability for my employer and ensure effective sell through strategies are developed for my dealers’ business
  • Provide market intelligence, competitor knowledge and key insights to Key Account Management to ensure successful outcomes for Sealy of Australia
  • Communicate and implement all marketing and strategy plans to all layers of the business to deliver successful results
  • Identify floor ranging and business growth opportunities with in a Retailer base for promotion and marketing of product
  • Initiate, prepare, negotiate and implement local sales promotional events at customer base to drive incremental sales growth
  • Conduct all aspects (planning, advertising, personal support and review) of successful mall event local promotions at major shopping centres in WA to deliver profitable outcomes for Sealy of Australia and the Myer business
  • Strategise and implement a consistent, structured call cycle to ensure delivery of KPIs – training, promotion and in store display to maximise success and profitability
  • Conduct comprehensive, in house, full and half day training sessions to develop market leading sales and product knowledge in my clients retail sales associates
  • Carry out planned and structured product training presentations at store level to deliver effective selling skills to retailer base
  • Deliver all aspects of new product launches and presentations to relevant dealers and the Sealy consultant team.

Account Executive

Harvey Norman and Independent retailers - Thomas Peacock & Sons
01.2006 - 01.2001

Retail Sales

Gilmour Sports – Paisley Glasgow, United Kingdom
01.2001 - 01.2000

Production Planner

Planning and Purchasing - Thomas Peacock & Sons
01.2000 - 01.1993

Skills

  • Coaching
  • Performance Improvement
  • Problem-Solving
  • Client Support
  • Leadership
  • Teamwork and Collaboration

Skills Development

  • 2023, HSS Leadership Academy Completion
  • 2010, LMA – Leadership Management Australia training program, Establishing a performance edge – taking performance to the next level to deliver an increase in work place and personal outcomes, Goals plans and priorities – analysing current performance to improve planning, priorities and goal setting to improve personal growth and improvement in the work place and personal environment., Communication and relationships – understanding the importance of communication and relationships. How to develop a method and plans to improve in this area to better engage with people to influence, empower and improve outcomes in overall performance., Contributing to your team’s performance – understanding how to share and communicate goals, create a learning environment and develop systems and procedures which build trust and a strong a culture to achieve individual and team success., Empowerment imperatives – how to create a workplace environment in which everyone can make decisions, accept responsibility and build personal confidence and results by following committing and following through desired, personal goals and achievement., Review of accomplishments – a review of outcomes achieved throughout the course
  • 2012, Rogen Si training, Effective time management – how to analyse current practices and to deliver on specific outcomes for the Sealy of Australia business in Western Australia., Presentation skills – How to plan, analyse audience, structure and present influential and successful presentations which engage, deliver desired outcomes and gather feedback from audience and peers, Negotiation skills – How to become more strategic in planning and delivering on more effective negotiations to deliver win – win results.
  • 2004, Quality Assurance and Productivity Planning

References

  • Harrison McClelland, HSS Employee Services – WACHS Team Leader, 08 6444 5063
  • Lucy Gericevich, HSS Employee Services - Manager Recruitment and Appointment Services, 08 6444 5892

Affiliations

  • Junior sport coach/volunteer - basketball, cricket, football
  • Fishing - boating & onshore
  • Travelling abroad
  • Family and friends

Timeline

Team Leader Recruitment

Health Support Services
12.2021 - Current

Recruitment Consultant

Health Support Services
04.2020 - 12.2021

Employee Services Consultant

Health Support Services
01.2020 - 04.2020

Employee Services Officer

Health Support Services
04.2019 - 01.2020

Client Service Officer

Health Support Services
08.2018 - 04.2019

Senior Sales Account Executive

Sealy of Australia
02.2018 - 01.2006

Account Executive

Harvey Norman and Independent retailers - Thomas Peacock & Sons
01.2006 - 01.2001

Retail Sales

Gilmour Sports – Paisley Glasgow, United Kingdom
01.2001 - 01.2000

Production Planner

Planning and Purchasing - Thomas Peacock & Sons
01.2000 - 01.1993

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MARSHALL GILLAM