AIMEE MACKEY
Adelaide,Australia
Summary
Creative and analytical professional with strong communication skills, experience in project initiation, strategic planning and a familiarity in providing customer centric solutions, in a timely and efficient manner. I have over decade of experience in admin, student services support and customer service and am passionate about utilising these skills and knowledge to contribute to projects that improve the experience of my clients, team and stakeholders.
Overview
15
15
years of professional experience
Work History
Senior Student Engagement Advisor
TORRENS UNIVERSITY
11.2016 - 03.2023
- Supported a small team of Engagement Advisors, who together we achieved measurable improvements in staff productivity and student retention and outcomes through targeted coaching sessions and skill development.
- Contributed to data-driven decision-making processes through diligent collection, analysis, and reporting of student engagement and retention data.
- Enhanced team efficiency by providing guidance, training, and mentorship to junior support staff.
- Improved customer satisfaction by addressing and resolving complex support issues promptly and professionally.
- Enhanced student support by implementing targeted intervention strategies and monitoring progress.
- Improved student outcomes by collaborating with academics to develop individualized learning plans.
- Increased student and staff engagement by organizing workshops and informational sessions on various educational topics.
- Streamlined internal processes for better workflow management, resulting in increased productivity among support staff.
Evening Receptionist/Administration Support/Exam Invigilator
KAPLAN BUSINESS SCHOOL
07.2013 - 12.2016
- Enhanced customer satisfaction by efficiently managing front desk operations and promptly addressing inquiries.
- Assisted in the setup and breakdown of examination rooms, adhering to strict guidelines for proper seating arrangements and materials distribution.
- Streamlined office processes by implementing efficient filing systems and document management practices.
- Increased customer satisfaction through timely responses to inquiries and effective communication with clients.
Night Receptionist and Campus Administrator
CARRICK INSTITUTE OF EDUCATION
11.2011 - 07.2013
- Improved campus operations by streamlining administrative processes and implementing efficient systems.
- Enhanced student satisfaction by addressing concerns promptly and providing tailored support services.
- Ensured timely completion of projects by managing resources effectively and maintaining open lines of communication with stakeholders.
- Developed a positive campus culture through collaborative initiatives, fostering an inclusive environment for students, faculty, and staff.
Supervisor
BUNNINGS WAREHOUSE
05.2008 - 11.2011
- Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Collaborated with management to develop sales goals and strategies that aligned with company objectives.
- Conducted thorough audits of cash registers, ensuring accuracy and accountability in financial transactions.
Education
Graduate Certificate in Global Project Management -
Torrens University Australia
Adelaide, SA2022
Associate Degree in Arts Studies -
University of South Australia
Adelaide, SA2019
Skills
- Advanced MS Office Suite Knowledge
- Technical Experience in MailChimp, Dynamics, Student Portal, Banner, PowerBi, Salesforce Software
- Continuously seeking opportunity for improvement and development
- Demonstrated personal ability to working within deadlines and prioritizing competing demands
- Recognised for troubleshooting and problem solving skills
- Confident communication skills; both verbal and non-verbal
- Strong leadership and people management skills
Accomplishments
• Reduced the number of enrolment errors by providing training and sharing video content to Student Services, Contact Centre and Sales Team Members, which equipped them with additional Banner
knowledge, increased customer satisfaction and reduced overall enrolment processing times.
• Initiated innovative document additions and processes for improvement and efficiency including Welcome
Packs, instruction sheets, email templates etc. These received positive acknowledgment from local and
national team members.
• Created and collated holiday letters for all TUA campuses which increased efficiency in document
processing and provided the opportunity for Student Services/Contact Centre to answer more enquiries and
resulted in positive feedback from both stakeholders and internal teams.
• Coordinated with DeafCanDo to present an AUSLAN presentation for Health and Wellbeing week,
which received extremely positive feedback and further requests to include it in future Health and
Wellbeing events.
Professional Development
Management Skills - Team Leadership Skills, Udemy Short Course, October 2021 - Present
- Supervisor Training Team Leader Skills, Udemy Short Course, August 2021
- Beginning Project Management: Project Management Level One, Udemy Short Course, July 2021
- Adopting Agile, Torrens University Australia Short Course, January 2020
- Communication during Organisational Change, Torrens University Australia Short Course, January 2020
- Creating Effective Teams, Torrens University Australia Short Course, December 2019
- AUSLAN Talking Hands 1, DeafCanDo, November 2018
References
References provided upon request
Timeline
Senior Student Engagement Advisor
TORRENS UNIVERSITY
11.2016 - 03.2023
Evening Receptionist/Administration Support/Exam Invigilator
KAPLAN BUSINESS SCHOOL
07.2013 - 12.2016
Night Receptionist and Campus Administrator
CARRICK INSTITUTE OF EDUCATION
11.2011 - 07.2013
Supervisor
BUNNINGS WAREHOUSE
05.2008 - 11.2011
Graduate Certificate in Global Project Management -
Torrens University Australia
Associate Degree in Arts Studies -
University of South Australia
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