Gloria Jane Palima

Responsibilities:

• Maintaining job advertising boards and sending them out to all candidates
• Maintaining a calendar of candidate availability for the recruitment consultants
• Obtaining core documents from candidates for credentialing, and maintaining them on our CRM
• Obtaining renewed core documents from candidates as their documents on-file expire
• Formatting candidate resumes
• Creating an application record in our CRM for all candidate applications
• Completing credentialing paperwork on behalf of candidates for work placements
• Obtaining Medicare provider numbers for candidates
• Receiving travel instructions and booking all travel required for a work placement
• Obtaining approval from our client to book travel and invoice for reimbursement
• Providing all travel arrangements to the client, candidate & recruitment consultants
• Generating invoices in our accounts system for travel reimbursements from our clients
• Completing timecards for candidates, and liaising with our clients to have them signed off
• Generating invoices on a candidate's behalf to facilitate their remuneration
• Liaising with our third-party payroll providers to ensure candidates are paid via PAYG
• Generating Invoices in our accounts system for reimbursement of candidate wages & agency fees.

>Inbound/Outbound Customer Service
>Email Support/Ticketing system
>Product specialist

• Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
• Consistently achieved personal performance targets while actively contributing to the success of the broader team.
• Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.

Appointment Setting, Lead generation.
Data Entry and records keeping. Document Control.
Web and Marketing Research.
Hotel reservations and sales.

• Coordinated appointments and meetings for marketing director with numerous active projects.
• Collaborated closely with sales teams to ensure alignment between promotional activities and revenue goals.
• Preserved brand integrity by monitoring consistency and quality of marketing content.

• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Managed inventory levels to minimize stockouts while reducing overhead costs.
• Manage a team of 20 to 22 agents,
  Deliver target metrics as specified and required by Clients.
  Manage 2 Support staff (SME/ Senior Associate)

• Support teammates in the absence of Team lead, handle escalated contacts and calls from Customers.
• Evaluated CS progress regularly, providing timely feedback for continuous improvement in customer service and sales performance.
• Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the team.
• Established a positive learning environment by fostering strong relationships with colleagues.

• Streamlined QA documentation by maintaining organized records of all inspections, tests, and findings.
• Updated quality control records and reports.
• Supported internal audits by providing necessary documentation and evidence of compliance with relevant regulations and standards.
• Conducted thorough testing of raw materials to ensure their suitability for use in manufacturing high-quality products.

• Responsible for Quality Control of outgoing Nescafe products.
• Communicated with production team members about quality issues.
• Maintained compliance with industry regulations through meticulous record-keeping and documentation of inspection results.
• Checked color, shape, texture and grade of products and materials against established templates, charts, and samples.
• Investigated customer complaints to take necessary corrective actions.