Merisa Balic

• Conducted candidate screenings and online interviews across Victoria, New South Wales, and Queensland to identify suitable applicants for various roles within the warehousing & manufacturing industry.
• Achieved high retention rates by placing candidates in roles that aligned with their skills, experience, location, and long-term career goals, ensuring both client and candidate satisfaction.
• Strong focus on exceeding set daily KPI targets both individually and within a team.
• Communicated daily with clients and account managers, efficiently addressing all requests & ensuring they were provided with regular updates, ranging from new starter confirmations, to candidate recommendations, and to employee absences.
• Operated and maintained applicant tracking and candidate management systems. Responsible for ensuring all candidates are onboarded correctly & legally, as well as overseeing induction processes, organisation of meet & greets and walkthroughs, and providing placement details to all candidates prior to commencing work.
• Answered inbound calls and resolved any issues raised whilst updating candidate profiles with information reflective of each conversation.

• Lead consultant at the Cheltenham branch for the “Transition to Work” Youth Program – working with a caseload of over 70 jobseekers on Centrelink benefits between the ages of 16-25 to place them into suitable employment or education that will extend their employability opportunities
• Conducted one-on-one appointments with jobseekers, as well as group training sessions, and provided tailored support to each individual, taking into consideration each of their personal circumstances, needs, and abilities.
• Cold-called employers via phone call as well as in person and reverse marketed suitable candidates for available vacancies.

Responsible for organising interviews & trials, as well as post placement support for both the jobseeker & employer (e.g. purchasing uniform, travel expenses, funding further licenses/certifications/training if requested)
• Reported to Branch Manager, TTW Leader, and Regional Manager daily to ensure expectations and targets are met.
• Selected to attend ‘focus-group’ catch ups at the CBD branch with the CEO and other selected high-achieving RCs across Victoria & Adelaide to collaborate on improving the TTW program & the company’s delivery of it.

• Provided tailored flooring solutions & precise quotes to customers daily
• Accurately measured and calculated installation areas from plans, as well as during in-home visits (physically measuring, drawing, & calculating)
• Coordinated seamless project execution with both suppliers & installers, providing them with every detail needed to ensure installation is completed correctly, accurately, safely, and in turn, customer satisfaction
• Educated customers on flooring options to help navigate decision making across both carpet and hard flooring products
• Implemented creative merchandising strategies to showcase new collections, enhancing store aesthetics and driving customer engagement.

• Drove new business acquisition and retention in the Commercial & Industrial sector across SE Victoria, whilst consistently exceeding KPI
targets and fostering client relationships
• Analysed market trends and competitor activity to identify opportunities, using data-driven insights to boost performance and continue to grow the SE portfolio
• Worked with a range of clients to provide them with their waste needs, from small family-owned businesses, through to chain store management (e.g. Burden’s Plumbing with 18 stores across Victoria), as well as schools, managing a portfolio of over 200 clients & counting by the day. Met with clients on site to complete contract
agreements, site evaluations, and to resolve any issues raised, including financial disputes or property damage,
ensuring a consistently high level of customer service is met
• Maintained strong relationships with internal teams to facilitate seamless communication to ensure client needs are met efficiently, and drivers are working safely.

• Delivered exceptional customer service by addressing a diverse range of needs with empathy and efficiency, as well as
using correct software to action customer requests and complete required tasks.
• Leveraged customer feedback to pinpoint service gaps, proposing data-driven enhancements in team meetings that
measurably improved overall satisfaction rates and service quality.
• Streamlined the customer inquiry process, reducing average response time and significantly boosting resolution rates
for complex issues (‘first-contact resolution’ approach)
• Created and maintained strong working relationships with colleagues across several teams within the company,
fostering a culture of continuous collaborative improvement, education, and collective problem-solving.

• Led store operations and accomplished multiple tasks within established time frames both independently and as a leader, resulting in efficient & effective team performance and consistent customer satisfaction, whilst striving to exceed set KPI targets both individually and as a store
• Revamped store layout and merchandising strategies that adhered to the company’s promotional guidelines, boosting foot traffic and conversion rates.
• Implemented a range of digital tools to streamline inventory management, staff scheduling, financial records, and
payroll submissions
• Fostered a positive team culture, mentoring staff to excel in customer service and sales techniques through
ongoing training and support.
• Coordinated with managerial colleagues to align store goals with company objectives, and conducting regular audits to identify and address operational inefficiencies and improve overall customer experience.