Head of Customer Success

• Jan 2021 - Present

Global Customer Success Manager

• Jul 2020 - Jan 2021

Customer Success Team Leader

• Jan 2020 - Jul 2020

Online Student Services Manager

• Apr 2019 - Jan 2020

Leading and managing the Online Team for ISCD, The Left Bank & AIT across Non-Academic Support from admissions - completion.

Academic Services Coordinator

• Nov 2018 - Apr 2019

It is my responsibility to manage the timetable process for AIT across all aspects of delivery including exams * Manage the enrolment / re-enrolment process for AIT students * Class students in subjects in line with progression and visa requirements * Assist with the coordination of pro-active student communication * Determine a student’s eligibility to graduate * Produce academic transcripts and qualifications as required * Process student enquiries regarding change of enrolment, recognition of prior learning, enrolment documentation and appeals * Maintain PRISMS and SMS to ensure all active student requests are updated correctly * Accurate recording/logging of student issues and diary notes * Provide expert support, advice and guidance to the students services team and students regarding services and procedures throughout the student cycle * Delivering outstanding customer service and support to students, staff and visitors Administration * Provide expert administration support, advice and guidance to the students services team and students regarding services and procedures throughout the student cycle * Maintain the student databases and assist with data analysis * Participate in – and assist with - student events, including orientations and graduations * Respond in a timely manner to inbound general enquiries via phone, email and in person Show less

Customer Success Manager - Student Support (VET & HE)

• Dec 2017 - Oct 2018

Responsible for the delivery of exceptional customer service and operational excellence across Scentia's Vocational (VET) and Higher Education (HE) courses. I lead a team of staff providing non-academic support whose primary focus is on current student retention leading to graduate outcomes. By working in partnership with the internal brand leaders and Scentia shared services every step of the customer journey carefully managed and delivered. Managing and designing service delivery and utilising project management practices are critical to the success of my role. Show less

Customer Success Team Leader - Student Support (HE & VET)

• Aug 2017 - Dec 2017

Team Leader for Scentia Higher Education & Vocational Education - Student Support. Responsible for the delivery of exceptional customer service and operational excellence across Scentia Higher Education & Vocational Education service delivery. Supporting a team of staff whose primary responsibility is to deliver on current student retention leading to graduation outcomes. This is achieved through providing active enrolment management, non-academic support, and general enrolment administration.

Customer Success Team Leader (HE)

• Jan 2017 - Aug 2017

Team Leader for Scentia Higher Education - Student Support. Responsible for the delivery of exceptional customer service and operational excellence across Scentia Higher Education service delivery. Supporting a team of staff whose primary responsibility is to deliver on current student retention leading to graduation outcomes. This is achieved through providing active enrolment management, non-academic support, and general enrolment administration.

Customer Success Coordinator (HE)

• Dec 2016 - Jan 2017

AIM Business SchoolResponsible for supporting students throughout their learning journey.Training students in the use of Scentia learning management system, coordinating RPL & course credit, managing complaints, special considerations and other student services requests. Working in partnership with the academic team to provide a seamless and engaging student experience. Utilising Scentia's student management system and learning management systems in order to run reports and tasks to assist in ongoing support and retention of students. Show less

Student Support/Retention Coordinator (VET), Ivy Annual Award 2015 - Winner, Support

• Jan 2015 - Dec 2016

RTO: Ivy College AIM Education & Training - Vocational EducationStudent Support/progressionAdministration Customer Service RetentionTraining VolunteeringProcessing Graduation Certificates & Statement of AttainmentsUndertaking census checksCreation, review and update process documentsNon-academic supportUtilising Moodle LMS, Salesforce, Paradigm systems, GoToTraining.

Special Orders Expert

• Oct 2012 - Jun 2015

Utilising Oracle and COS system for processing special orders. Providing quotes, communication with stake holders, processing payments and invoices, customer service, take incoming and make outgoing calls. Managing customer special orders, training new staff. Utilising Oracle and COS system for processing special orders. Providing quotes, communication with stake holders, processing payments and invoices, customer service, take incoming and make outgoing calls. Managing customer special orders, training new staff.

Sales/Administration Trainee, CCGT Annual Award 2014 - Winner, Excellence in Training

• Nov 2013 - Nov 2014

CCGT Trainee with host employer Rimex Metals Australia - Specialising in coloured, textured, bead blast, plain Stainless Steel sheets and plain Aluminium supply. Sales to architects, lift vendors, and individuals. Duties included: Quoting, invoicing, managing shipments, managing goods inwards, marketing, daily office duties, Creating purchase orders, answering incoming and making outgoing calls to customers. Utilising Microsoft word, excel, access, outlook and beacon system. Completion of Cert III in Business. Show less