Jonas C.

Delivered comprehensive HR services addressing inquiries related to HR policies, processes, and systems. Offered guidance on policy interpretation and initial case management stages, assessing the need for formal escalation to the case management team. Ensured adherence to HR Direct protocols and Telstra's policies and operating systems during every interaction. Assisted employees in executing Payroll, People Express, or My Activity transactions accurately and efficiently. Provided system and Payroll support, diagnosing issues and recommending solutions for managers and employees. Identified queries that required escalation to relevant departments within People Services or TC&P. Enhanced the capability of employees and managers through coaching on self-service tools and Ask HR support functionality. Contributed to the ongoing improvement of processes and procedures while offering coaching support to HR Direct team members, fostering high performance within the team.

Identified and analyzed issues for escalation based on established criteria within the organization. Linked escalation tasks with incident problem records and coordinated with qualified customer management services for appropriate resolution. Referred complaints accurately, including details regarding incident and problem owners, alongside relevant specialists. Set clear expectations regarding the escalation procedures, ensuring customer relief and satisfaction throughout the process. Coordinated with customers to formulate tailored escalation management plans, augmenting resources when necessary. Executed a hierarchical escalation process in alignment with incident management practices, engaging senior authorities for support as required. Communicated the performance of escalations to customers, reviewed root causes for process improvement, and maintained compliance with corporate and regional policies. Ensured team availability during monitoring periods and finalized the escalation process upon successful completion while prioritizing customer satisfaction.

Managed the onboarding process, collecting new hire paperwork and entering data into the Kamana platform. Staffed medical institutions across various states and provinces to enhance sales volume. Maintained accurate and compliant employee personnel files, adhering to HIPAA regulations. Sourced candidates through cold calling and networking on LinkedIn and other social media platforms. Processed new hires in accordance with federal, state, Department of Health, and JCAHO standards. Planned and directed sales promotional projects utilizing media channels such as Facebook. Reviewed resumes, applications, and right-to-work eligibility forms. Addressed inquiries from employees regarding benefits, compensation details, and ADP iPay payroll.

Assisted customers in exploring various travel options and advised them accordingly. Made reservations based on customers’ requirements and budgetary constraints. Checked transportation availability for desired travel dates and processed payments, sending confirmation details to customers afterward. Resolved booking or reservation issues as they arose. Promoted reservation services and addressed any customer inquiries regarding the reservation process. Implemented upselling tactics by informing customers of additional services or special packages like tour tickets, travel insurance, or seat upgrades.