Summary
Overview
Work History
Education
Skills
Timeline
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Susan Thompson

Trinity Beach

Summary

HR professional with robust experience in talent acquisition, employee relations, and performance management. Known for fostering collaborative team environments and driving organizational success. Skilled in conflict resolution, compliance, and developing effective HR strategies. Adaptable and dependable, ready to support changing organizational needs.

Overview

19
19
years of professional experience

Work History

HR Manager

Berson Roof Maintenance
03.2017 - Current
  • Company Overview: Berson Roof Maintenance is a small family run business with over 30 years combined experience in the industry. Berson Roof Maintenance works with Real Estate Agents, Strata's, Insurance companies and Private residential customers providing maintenance work, detecting leaks, roof replacements, roof reports and installation of whirly birds, skylights and gutters.
  • In my role as HR Manager I am involved in the daily running of the business, including but not limited to the recruitment of tradesman and sub-contractors, scheduling jobs, liaising with clients, customers and suppliers. I manage a team of 10 employees and 17 sub contractors.
  • It is my role to ensure new business is secured and retained, building a strong and positive relationship with clients to ensure transparency and customer satisfaction. Working in a weather dependent industry it is paramount to recognise and prioritise jobs, reschedule jobs at the last minute due to inclement weather, notify clients and tenants of rescheduled jobs, confirm new bookings and ensure the smooth running of all tradesmen.
  • Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
  • Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
  • Guided leaders and employees on company policies, programs, benefits and salary administration.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Motivated employees through special events, incentive programs, and constructive feedback.
  • Motivated employees through special events and incentive programs.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Schedule Jobs
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes
  • Identified new business opportunities through cold calling, networking, marketing and prospective database lead

New Business and Account Manager

BRC Recruitment
03.2016 - 09.2016
  • As the New Business and Account Manager it was my role to acquire new business and continue building and expanding strong relationships with existing clients. I managed a team of 5 employees who would assist in the delivery of casual support workers to clients. The role involved the recruitment of support staff in the fields of mental health, youth and disability work. In my role, I would meet with key stakeholders to ensure the best delivery of service was provided. It was my role to ensure that a full 24'7 service was provided by my team to clients and that all jobs were being filled.
  • Manage a team of 5 employees
  • Achieved or exceeded company-defined sales quotas.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Created Monthly Reports, identifying team strengths, targets for team members, weekly and monthly targets, and goals for the team.
  • End to End Recruitment
  • Create new strategies of engaging with staff and retaining existing staff
  • Deliver presentations to new clients
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Boosted client retention by developing and implementing comprehensive account management strategy.
  • Built relationships with customers and community to promote long term business growth.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database lead

Candidate and Client Relationship Manager

BRC Recruitment
04.2013 - 03.2015
  • As the Candidate and Client Relationship Manager it was my role to recruit casual staff in the field of Mental health, youth and disability work. It was my role to ensure all compliance was completed on all new staff and match them with the best fitting service. In this role, it was my responsibility to be available for urgent shift covers and provide a 24'7 service to our clients.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Create rosters over a 24 hour period 7 days a week
  • On call - providing clients with a 24 hour service to ensure staff positions were filled.
  • Completed WHS site visits, ensuring the safety of all support workers.
  • Achieved established KPI for company and individual performance through teamwork and focus on customers.
  • Business Development
  • Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
  • Developed strong rapport with clients through consistent follow-up and attention to detail.
  • Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
  • Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
  • Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Fostered customer trust by addressing concerns and needs using targeted problem-solving.
  • Conducted quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
  • Delivered presentations showcasing company offerings, effectively communicating value propositions to prospective clients.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Developed and implemented standards for staff to provide consistent service to customers.
  • Built relationships with customers and community to establish long-term business growth.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Candidate and Client Relationship Manager

Marc Edward Agency
11.2012 - 02.2013
  • Company Overview: Launched in 1996, MEA has positioned itself as a niche consumer promotions and marketing agency specialising in below-the-line marketing to young adults.
  • This role focuses on recruiting Brand Ambassadors and developing relationships to retain them. My role is highly involved in the booking of talent, organizing the logistics of assignments and liaising with the client to meet expectations. My role requires the use of social media and creative thinking to ensure the success of campaigns and the retention of talent.
  • Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
  • Assessed client needs and developed plans to adequately address current and future objectives.
  • Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
  • Implemented strategies for client retention, resulting in increased repeat business and referrals.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Managed accounts to retain existing relationships and grow share of business.
  • Build relationships with current and new Brand Ambassadors
  • Organize logistics of assignments
  • Oversee and proactively manage talent bookings
  • Spot checks
  • Database management
  • Organized promotional events and interacted with community to increase sales volume.
  • Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.

CMHealth – Consultant / Candidate Manager: Defence Health Contract NSW & ACT

Chandler Macleod Group
06.2010 - 11.2012
  • Company Overview: (Chandler Macleod Group is one of Australia’s largest sourcing, assessment, development and human resources outsourcing organisations. An ASX listed company employing approximately 800 staff with an annual turnover of $865 million)
  • In this role my primary responsibility was to provide a high degree of contractor care and provide Defence with suitable medical professionals. I ensured that all vacancies within Defence for all allied and medical craft groups are filled with highly skilled professionals. My focus was to build relationships with both the client and candidates to ensure I successfully placed candidates in the appropriate roles and effectively met the clients’ needs.
  • Build relationships with new candidates
  • Sustain and develop relationships with current candidates and the client
  • Maintain leave database and confirm locums
  • Surge Requests
  • Monthly Reports
  • Auditing: Board registration, professional indemnity and CPR
  • End-to-end candidate management across all craft groups
  • After hours rostering
  • Time Target authorizations
  • Australian Federal Police Checks
  • Representative for Workforce Survey Monkey
  • Coordinate domestic travel and accommodation for all contracted health practitioner locums

Personal Assistant

Chandler Macleod Group
01.2009 - 01.2010
  • In my role as PA to the Managing Director I accordingly carried out the following:
  • Arrange and schedule meetings face to face or via telephone/video conference
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Improved time management of the executive through effective prioritization and organization of tasks.
  • Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
  • Aided executive in personal tasks such as scheduling appointments or running errands when needed.
  • Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
  • Organising company events with clients and colleagues at internal and external venues
  • Liaise with Clients and external providers
  • Organise local and international travel for all team members book travel and accommodation
  • Facilitated smoother daily operations by promptly addressing and resolving administrative issues.
  • Marketing supplies, catering and gift packages.
  • Used discretion when handling confidential information.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Maintained appropriate filing of personal and professional documentation.
  • Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.

Receptionist

Chandler Macleod Group
01.2008 - 01.2009
  • In this role my primary responsibility was to provide a high quality of customer service, administrative support to the Sydney branch and manage stock control. I was responsible in the day-to-day operation of the front of house, answering customer queries and fielding calls, ensuring candidates are given the correct forms and are placed in interview rooms.
  • Answering phones
  • Reference Checks for consultants
  • Setting up candidates for skill testing
  • Stock control – stationary, alcohol and food
  • Organization of meeting rooms and equipment
  • New staff induction packs
  • Organizing couriers
  • Frank mail
  • Printer maintenance
  • First Aid Officer

Receptionist

Ipoh
01.2008 - 01.2009
  • Company Overview: (Ipoh Pty Ltd is a specialist retail property, investment and management company. The company’s major assets are Sydney CBD shopping centres including Queen Victoria Building, The Strand Arcade, Chifley Plaza, The Galeries and the retail division of No. 1 Martin Place. Ipoh Pty Ltd is owned by GIC Real Estate Pte Ltd through its Australian investment vehicle Reco Bathurst NSW)
  • In this role my primary responsibility was to provide a high quality of customer service. Ensure retailers were informed of marketing events, collate monthly sales figures and assist in adhoc requests.
  • Answering phones
  • Collating monthly sales figures
  • Assisting marketing team
  • Sending out promotional material
  • Set up back up system
  • Assist leasing coordinators; organizing meetings and typing client reports
  • Coordinate domestic travel and accommodation for EGM
  • Proofing reports and formatting documents and binding
  • Organization of meeting rooms
  • Coordinate social events, meetings and catering.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Maintained confidentiality of information regarding clients and company.
  • Helped maintain office security by monitoring visitor access and issuing badges.
  • Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.

Mentor Facilitator

Youth Off The Streets
01.2006 - 04.2008
  • Company Overview: (Youth Off The Streets is a non-denominational community organisation working for young people who are disadvantaged, homeless, drug dependent and/or recovering from abuse. ‘Youth Off The Streets’ supports these young people as they work to turn their lives around and overcome significant disadvantage and/or immense personal traumas such as neglect, physical, psychological and emotional abuse)
  • Entering this role fresh out of university, my primary role was to research and rewrite the mentoring program and the manual. Once the program was up and running, it was my role to recruit and train mentors. I facilitated mentor and mentee relationships and provided ongoing support to both the mentors and mentees.
  • Research and rewrite Mentoring manual
  • Interview potential mentors.
  • Conduct Psychological testing
  • Interview and reference check Mentors
  • Match new mentors with suitable young people
  • Produce weekly Newsletter.
  • Provide Mentors with training on youth issues and mental health
  • Provide and facilitate youth and mentor relationships
  • Identify appropriate matches for mentors through relationship building
  • Organize social events
  • Provide confidential debriefing for mentors

Education

Bachelor of Arts - Psychology

University of Western Sydney
01.2006

Higher School Certificate - undefined

All Saints Catholic High School
01.2002

Skills

  • Demonstrated capacity to develop and maintain client relationships
  • Demonstrated ability to build strong candidate relationships
  • Conduct auditing
  • Ability to produce rosters
  • Spreadsheet and database creation
  • Efficient at managing day-to-day operations, whilst also responding to adhoc requests
  • Highly self-motivated, ambitious individual with excellent time management and organisational skills
  • Ability to prioritise a broad range of responsibilities to meet work commitments
  • Written and verbal communications skills
  • Self-driven with a ‘can-do’ attitude
  • Determined and dedicated
  • Thrive well under pressure, in a time-sensitive and demanding work environment
  • Personable and a collaborative team player

Timeline

HR Manager

Berson Roof Maintenance
03.2017 - Current

New Business and Account Manager

BRC Recruitment
03.2016 - 09.2016

Candidate and Client Relationship Manager

BRC Recruitment
04.2013 - 03.2015

Candidate and Client Relationship Manager

Marc Edward Agency
11.2012 - 02.2013

CMHealth – Consultant / Candidate Manager: Defence Health Contract NSW & ACT

Chandler Macleod Group
06.2010 - 11.2012

Personal Assistant

Chandler Macleod Group
01.2009 - 01.2010

Receptionist

Chandler Macleod Group
01.2008 - 01.2009

Receptionist

Ipoh
01.2008 - 01.2009

Mentor Facilitator

Youth Off The Streets
01.2006 - 04.2008

Higher School Certificate - undefined

All Saints Catholic High School

Bachelor of Arts - Psychology

University of Western Sydney

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Susan Thompson