my projects

My projects in a nutshell

2022 EDITION.

JUNE - OCTOBER:

1 REF MISSING

17.9%

REF'S COMPLETE

51.3%

PERM Placements

40

1 REF MISSING

7.5%

REF'S COMPLETE

77.5%

CONTRACT Placements

39

Onboarding Excellence:

- Put a new "Offer details" process in place - Streamlined existing spreadsheets & created new tracking processes for onboarding - Candidate folders now contain all onboarding & compliance - Tracked. - Process in place ensuring all onboarding & compliance is uploaded to candidates SF - Refined the onboarding training for new starters - Designed and created tracking power portals for both Perm & Contract starters - Set up onboarding, recording and reporting processes for HR & Solutions - New process and tracking of references (Reported on. Uploaded to SF by consultants)

- Introduction letter sent to every contractor introducing myself- Mapped out content, descriptions & layout for Customer care page - Designed, scripted new Timesheet tutorial - Voiced & recorded tutorial video. Finalised by Carlton.

Customer service portal :

*Conversation starter tracking: - List of tick box categories will be added to SF (Al actioning currently)

Welcome Packs: - Researched suppliers of packaging, cards and gifts - Designed concept for box and cards - Decided the contents of the welcome pack - Contacted suppliers and guaged pricing - Chose suppliers and courier - Finalised quotes and sent proposal over to Al - Sample ordered for box - ETA: 14th NOVEMBER - Cards ordered - ETA: 9th NOVEMBER - Ready to press go on ordering boxes & contents just pending final art from Simple Sourcing

Bespoke Customer Experience :

• Requests to re-do timesheet
• Document requests
• Rate & Extension queries
• Questions from new contractors

• Payment schedule & Pay discrepancies
• Procedure for submitting if not worked
• Portal & timesheet trouble shooting
• Authoriser queries

Types of Queries recieved:

- Decided against CRM ticketing service- Ordered Careline mobile- Created Business account on Whatsapp - Set all contractors up as contacts - Created Broadcast list for reminders - Sent E-letter launching the Careline & weekly reminders -Weekly reminders go out every Friday morning - Message for last minute submits go out every Monday morning - 67 contractors currently recieving weekly reminders

Contractor Careline:

Reviews:

- Set up Trust Pilot profile and met with account manager to upgrade our package - Researched and chose incentive for the Review competition now named: The Braggy's - Tracked the leaderboard and organised awards for the Christmas party - Rolled out incentives to consultants just before launch - Sent invites to a tailored client list and all placements within a period of a year - We've been recieving reviews weekly (Linked In reviews increased too) - Every review so far has been 5 stars - Automatic invites now set up and functional

• Current runners & Finishers
• End dates & Extensions (Contract & FTC)
• New starters onboarding
• PO's
• Timesheet Reports (Electronic & paper)
• Reference report
• Perm offers, deals & starters reports

• Weekly hours worked by candidates for consultants
• Timesheet missed deadline

• Folders & SF up to date with docs & compliance

• Onboarding placements to Quba

• Perm check in's
• Now adding every new contractor to the careline contacts with all relevant details & email sent initiating
• Set up contractors who have opted in for weekly timesheet reminders and removing them once contract is complete

Onboarding

Reporting

Tracking

Everyday things:

• New starters
• PO's
• End dates & Extensions (Contract & FTC)
• Onboarding status (Perm & Contract)
• References (Perm & Contract)

• Contract books
• Perm books & invoices
• Proforma client spend

• Truspilot Reviews
• Cv & job sources to assist with news letter

• "Consistently Delivering Exceptional Service" booked for 15th November
• Less is more
• Working smart not always hard
• Contract book
• Saying no in core hours
• Supplier no no's
• Effective day planning
• Constructive critism
• Linked In: In August was at 112 connections now at 573

• Assistance to consultants & communications in customer care situations
• Responding to Trust Pilot reviews
• Responding to negative feedback and initiating improvement
• Careline phonecalls and whatsapp queries
• Timseheet reminders & deadline prompts
• Day to day queries such as timesheets, pay rates, contract details, VAT etc

• "Immediate termination" letter
• New procedure for bullying/discrimination
• Training for consultants (Customer care & Onboarding)
• Power portals for new starters
• Assisted with escalated Customer care situations (Eg. Zarah Bennett, Ruth Robson)
• Streamlined onboarding overall
• Assist consultants with their tracking processes
• Referesher trainings & updates
• Braggy award leader board updates
• Set up Quba for HR & Solutions

Progress

Internal

Customer

Everyday things:

Estimated launch Mid-November

*Discussion with consultants: 9th November 3:30pm *Create exit survey *Integrate Survey Monkey & Salesforce

Offboarding:

*Once print preview recieved from Larissa we can confirm and production will start *Need to order the storage units to hold stock *Trigger process for sending

Bespoke Customer Experience :

Customer service portal:

*Final stages, once ready to launch will be holding webinar runthrough of the portal. *Birthday & Anniversary gifts and messages

*Link Salesforce & Docusign (Paused for the moment.)

Onboarding Excellence:

Whats next?

Thank you for your time!