Eunice Josefa Roll
Chessington
Summary
An experienced, successful and target driven professional with a proven history in the field of recruitment, employability, management, customer service, team lead, office administration and sales experience. Possesses a good management and leadership skills with proven customer and hospitality skills, highly organized, customer satisfaction focused, effective communication and people skills. Extremely resolute and accountable to the assigned responsibilities. Well-mannered and always willing to provide help.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Acting Business Manager
Maximus UK
London
10.2022 - Current
- Led projects and analyzed data to identify opportunities for improvement.
- Used coordination and planning skills to achieve results according to schedule.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Exceeded goals through effective task prioritization and great work ethic.
- Created plans and communicated deadlines to complete projects on time.
- Prepared variety of different written communications, reports and documents.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Collaborated with team members to achieve target results.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Team Leader Advisor
Maximus UK
London
02.2022 - Current
- Support the management team to meet all operational and financial targets
- Cover the business manager’s responsibilities during his/her absence
- Conduct regular morning team huddles to plan the day as well as end day check in
- Lead, supervise and supports 7-8 recruitment advisors in a team to ensure that proper guidance and support is provided to meet their targets and pledges
- Working with a reduced caseload and having a reduced job and outcome target to achieve each month when necessary
- Cover the caseload management of recruitment advisors who are on annual leave
- Provide support to the clients by understanding their barriers and challenges and respond on their needs by creating a smart action plan and signposting them to applicable organisation and trainings when necessary
- Working with the management team to formulate and resource administrative activities as required
- Conducting file checks and appointment observation to ensure the delivery of service is following Maximus UK standards
- Ensuring that the quality of service is validated through quality checks as required on the contract
- Observations conducted to support, coach and identify development needs for the team
- Conduct 1-2-1 caseload review per recruitment advisors and support in the planning of caseload to ensure the monthly target is met
- Fully understand and deliver to the commissioners required customer service standards
- Ensuring all delivery teams understand and have access to financial support for participants and sound business decisions are made in the administration of these
- Supports the team to increase submissions for RAMS job vacancies and external job sites opportunities
- Provide regular refresh training for the recruitment advisors to make ensure up to date information and knowledge
- Concisely record and log all client appointments, correspondence, and action plans in Adapt
- Be the first point of contact for all the delivery team with any questions or queries that may arise
- Work in collaboration across business units/functions to identify and share best practice
- Working with the wider region to identify and arrange signposting support services for the delivery team to be able to access and support participants through
- Conduct weekly caseload conferences with members of the delivery team to check and challenge activities and support for them to be able to meet their own KPIs
- Coach members of the team to achieve the highest outcome levels and being best in class
- Champion the company values through one’s own conduct with internal and external teams
- Assist in supporting RA’s providing the needed support of their clients
- Work together with the BM in validating job starts of the clients
- Provide In Work Support to clients and convert their job starts into a job outcome
- Coordinate with Partnership Managers/Lead as well as JCP work coaches for any client concerns that needs to be addressed
- Conduct training and induction to the new employee starters.
Recruitment Advisor
Maximus UK
London
03.2021 - 01.2022
- To predominantly support participants remotely (with some in-person support) to access and navigate digital delivery methods and on-line job searching/application tools
- To assess participant needs in gaining employment and work closely with the Partnership Team to address barriers and/or wellbeing needs identified
- To identify participant skills and transferable skills, determine a suitable path into work and develop an effective, individually tailored action plan to help participant achieve their goal
- To confidently provide ‘Information, Advice and Guidance’ whilst effectively coaching and motivating participants to ensure successful engagement on the programme
- To provide intensive job searching support by engaging with local employers and employer networks to generate suitable vacancies for participants; ensuring to work in partnership with Account Management Team for local labour market intelligence
- To continue to track participants’ progress for a period once they have successfully gained employment
- To meet or exceed KPIs and performance targets as set by the Line Manager
- As an RA, I have received a Platinum Award from Maximus UK for making a difference by achieving 26 job starts in a month which is equivalent of 4x my monthly target
- To ensure contract compliance by accurate data entry, completion of contractual and internal documentation and/or provider guidance.
Customer Service Advisor
Sitel
04.2020 - 03.2021
- Working in temporary position as a, service advisor and supporting the government’s program regarding the Covid-19 concerns
- Provide an excellent customer service and assistance by providing information and solutions to the clients
Senior Recruitment Consultant
myTamarin Childcare Matchmaker
London
08.2018 - 03.2020
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
Recruitment Consultant
Little Ones UK Ltd
London
04.2016 - 08.2018
- Resource applicants and conducts interviews for candidates
- Discuss candidate profiles to other consultants and or clients and email detailed profiles
- Organize candidates interviews and trials for clients
- Complete daily and monthly targets in terms clients, number of profiles created, number of profiles sent for clients and other KPI’s requirement
- Requirement
- Follow up with enquiring clients by phone or by email
- Call back both clients and candidates within 24 hours of the first contact
- Call back both clients and candidates within 24 hours of the interview taking place
- Advertise job vacancies to ensure sufficient candidate applications
- Market the company’s services and candidates to obtain client and candidate referrals
- Present profiles of the candidates in the company’s website with proper photographs to ensure sufficient client’s interest
- Assist the administrative duties as required and ensure that necessary documents for the application process is secured
- Achieve a target billing amount of the job title each calendar month
- Jobs beyond 8 years
Administration Officer
European University College
Dubai
10.2010 - 12.2015
- Prepared agendas and took notes at meetings to archive proceedings.
- Produced detailed reports to track trends and keep senior management informed.
- Standardized office structures and processes to promote collaboration and increased performance.
- Processed purchase orders, service contracts and financial reports.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed company schedule to coordinate calendar and arrange travel.
- Created, prepared and delivered reports to various departments.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Computerized office activities, maintained customer communications and tracked records through delivery.
Call Center Representative
ePERFORMAX
01.2009 - 08.2010
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Boosted customer service satisfaction ratings through consistent quality control.
- Attended telephone skills and program information training sessions to boost aptitude.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Branch Manager/ Auditor/ Appraiser/Sales Representative
Magdalena Pawnshop & Jewellery Corporation
02.2002 - 08.2008
- Boosted sales and customer loyalty through incentive programs.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Complied with regulatory guidelines and requirements.
- Gathered and reviewed customer feedback to improve operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Launched new training program to boost employee skills and staff retention rate.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
Education
Bachelor of Arts - Political Science
University of San Carlos
Cebu City Philippines 06.1997 - 03.2001
Mental Health First Aider Institute of Employability Program IEP Level 2 NCFE Level 2 Certificate in Team Leading Behavioural Science for Business Equality & Diversity The - undefined
Skills
Customer Service skillsRecruitment and staffingLeadership skillsAdministration and Management skillsCaseload management and handlingInformation, advice, and guidanceCoachingEffective Communication skillsNegotiation skillsOrganisation and Time ManagementAnalytical skillsClient RelationshipProject Management skills
Business communication
Business understanding
Business Case Development
cooking, music and movie lover,
I love cooking and I consider it as my stress reliever, you can tell when I am happy when I am dancing and singing. I consider travelling as a way for me to distress and take care of my mental health by seeing the wonders and beauty of the world, I love to socialize with my family and friends on a regular basis, movie watching is for me to chill and relax and walking is a great way for me to catch things with my husband and kids.
Timeline
Acting Business Manager
Maximus UK
10.2022 - Current
Team Leader Advisor
Maximus UK
02.2022 - Current
Recruitment Advisor
Maximus UK
03.2021 - 01.2022
Customer Service Advisor
Sitel
04.2020 - 03.2021
Senior Recruitment Consultant
myTamarin Childcare Matchmaker
08.2018 - 03.2020
Recruitment Consultant
Little Ones UK Ltd
04.2016 - 08.2018
Administration Officer
European University College
10.2010 - 12.2015
Call Center Representative
ePERFORMAX
01.2009 - 08.2010
Branch Manager/ Auditor/ Appraiser/Sales Representative
Magdalena Pawnshop & Jewellery Corporation
02.2002 - 08.2008
Bachelor of Arts - Political Science
University of San Carlos
06.1997 - 03.2001