Vivienne Baez

Specialising in the Construction, Engineering and Property industry for Business Support roles.

• Managed the end to end recruitment process.
• Pre-screened resumes and applications prior to the screening stage.
• Utilised different softwares (Seek Talent Search/LinkedIn) to source for candidates.
• Conducted screening calls to relevant candidates.
• Corresponded with applicants, coordinated and conducted interviews.
• Explained human resources policies, procedures and standards to both clients and candidates.
• Conducted reference checks, VEVO checks and police checks.
• Fostered long-term relationships with candidates and clients through ongoing contact.
• Developed new business relationships and maintained network of client companies through business development calls, client visits and events.

Achievements

• Promoted from 'Resourcer' to 'Recruitment Consultant' within 2 weeks.
• Became a top biller of the Business Support division, billing over $480k in 2022.
• Promoted to 'Senior Consultant' just over a year of commencing.
• Awarded the 'Rising Star' award in Quarter 1, 2022.
• Awarded the 'Outstanding Service' award in Quarter 4, 2023.

• Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
• Provided administrative support to team members, assisting with productivity and contributing to smooth operations.
• Inbox management
• Delivered prompt service to prioritize customer needs.

• Prepared variety of different written communications, reports and Subcontractor Agreements.
• Collaborated with team members to achieve target results.
• Completed paperwork, recognising discrepancies and promptly addressing for resolution.
• Developed and maintained courteous and effective working relationships with subcontractors.
• Carried out day-to-day duties accurately and efficiently such as issuing Purchase Orders and processing Invoices
• Creation of end-of-month Cost Reports and determine any discrepancies.

• Maintained client files with contracts, records of client interactions, client notes and other information.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Coordinated Estimators, Supervisors and Trades to attend homeowners property as per the client's request.
• Evaluated strategies to ensure KPI's are continually met.
• Liaised with external stakeholders to ensure Customer requests were met in a timely manner.

Achievements

• Chosen to be the first Case Manager for one of the largest client portfolio's, Suncorp Insurance.
• Successfully met KPI's by being proactive and communicating with relevant stakeholders.
• Promoted to work within the 'Suncorp Major Loss' division as a Project Administrator.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Recommended and provided clarification to customers, thoroughly explaining details.
• Recorded account information to open new customer lodgements.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Detailed payment options and explained price, receipt and billing details to customers.

Achievements

• Initially hired as a temporary employee, after 2 weeks I was offered a permanent position.
• Promoted to a Case Manager position shortly after commencing .

• Increased sales by offering advice on purchases and promoting additional products.
• Implemented brand marketing and sales campaigns.
• Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
• Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Trained and mentored new sales representatives.
• Increased sales by offering consultation on products and services and applying customer service and upselling techniques.

Achievements

• Billed nearly $500,000 for the store by consistent customer service and upselling techniques.
• Appointed by Store Manager to be the Manager on some shifts, specifically over the Christmas period.

• Operated register to process payments and collect cash payment for order totals.
• Kept work areas clean, organized and safe to promote efficiency and team safety.
• Sought out ways to go above and beyond job requirements.
• Developed strong cooperative relationships with coworkers and managers.
• Resolved issues quickly to maintain productivity goals.
• Worked different stations to provide optimal coverage and meet production goals.
• Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
• Learned all required tasks quickly to maximize performance.
• Continuously checked products for quality assurance according to strict guidelines.