Experience

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  TAFE NSW

  • Australia
  • Education Administration Programs
  • 700 & Above Employee

  • Customer Service Consultant

    • Nov 2023 - Present

    The Customer Service Consultant is responsible for delivering customer-focused and specialised, complex transactional student administration and escalated support activities related to the Student Services Branch service catalogue for all cohorts across the customer journey. Through customer focused service delivery, Customer Service Consultants will advocate for a multi-channel approach that maximises enrolments, retention and completion of TAFE NSW students. Ensure sensitive & confidential documents are always protected & secure in-line with current procedures and policy, using password protected systems.• Act as an escalation point for team members by applying my knowledge in arrange of enquiries.• Work as a supportive and collaborative team member, sharing knowledge, and giving clarification or guidance as required to team members.• Place the customer at the centre of all investigation and decisions.• Contribute and assist to the team’s performance targets and meet desired KPIs as directed by management.• Remain current with training and ensure up to date with Business Policy & Procedures.• Ensure data quality with high volume.• Respond to customer needs, concerns as they arise through various networks/channels.• Works collaboratively and with integrity to deliver desired results.• Ability to work independently and within a team.• Responsive to customer and business needs.• Investigate and resolve complex queries.• Identify facts and issues that may delay the completion of team tasks and goals to Team Leaders and help find appropriate solutions to meet targets.• Build a strong working knowledge of the company procedures and strategic goals.• Reflect TAFE NSW Values in all day-to-day tasks.

  • Customer Service Representative

    • Nov 2021 - Mar 2024

    • Provided all stakeholders with quality and effective enquiry management and transactional support through face to face, phone calls and emails in a fast-paced environment.• Ensure sensitive & confidential documents are always protected & secure in-line with current procedures.• Provide clear and appropriate written and verbal communication to all internal & external customers, maintaining strong relationships.• Process course related payments and refunds.• Initiated learner refunds, withdrawals and enrolments with 100% accuracy and following current procedures – Mainstream, Apprentice & Trainee (A&T), TVET, SBAT.• Ability to work independently and within a team.• Responsive to support customer and business needs.• Investigate and resolve complex and challenging queries.• Built a strong working knowledge of the company procedures and strategic goals.

  • Customer Service Campus Coordinator

    • Jan 2016 - Nov 2021

    The role of a Customer Service Campus Coordinator is to provide administrational support to the Campus including Team Leader, Head Teachers & their Teaching Staff, current & potential students, contractors & administration co-workers. Ensuring student’s master details are true & correct, educate students in course information, enrol students into desired course, process payment of courses & Campus invoices within timeframes and be the front line of communication between Campus Management & students.* Process enrolment forms upon receipt* Process course related payments & refunds* Initiate student refunds where required* Debt Recovery - Communicating with students via face to face, post, telephone and emails* Provide high standard of Customer Service – Campus counter as well as Campus Inbound calls* Ensuring sensitive & confidential business information is protected & secure* Ensure Campus invoices are paid in a timely manner * Provide efficient communication to all internal & external customers, maintaining strong relationships* Campus Support – assist in all Facility & team goals & Adhoc duties* Flexibility to changes, processes & tasks

  • Quality Assurance Offerings Officer

    • May 2015 - Jan 2016

    Date entry in high paced environment course offerings for Hunter Region.Quality control review.Ability to work independently and within a team.Ensure sensitive & confidential documents are always protected & secure in-line with current proceduresResponsive to support customer and business needs.

  • Campus Coordinator

    • Apr 2014 - May 2015

    The role of a Customer Service Campus Coordinator is to provide administrational support to the Campus including Team Leader, Head Teachers & their Teaching Staff, current & potential students, contractors & administration co-workers. Ensuring student’s master details are true & correct, educate students in course information, enrol students into desired course, process payment of courses & Campus invoices within timeframes and be the front line of communication between Campus Management & students.

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  Coca-Cola Amatil

  • Northmead, New South Wales, Australia

  • Many roles through out my CCA career ending as a Sales Accounting Vending Off...

    • Mar 1996 - Sep 2012
    • Northmead, New South Wales, Australia

    • Provide commercial support to National Sales & Commercial Management teams in ensuring customers’ master details, Commission & rebate accruals are set up & maintained, accurately processed.• Process online & manual claims & maintenance forms daily.• Ensure Commissions are ac...