Candice Lu
Summary
Experienced higher education and administration professional with a strong background coordinating operational processes, stakeholder engagement, and customer-focused support within regulated education environments. Skilled in managing competing priorities, interpreting policies and procedures, maintaining accurate records, and building effective relationships with diverse stakeholders. Demonstrated ability to work collaboratively and autonomously to support program delivery, compliance requirements, and continuous process improvement. A proactive and detail-oriented professional with excellent communication, organisational, and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Regional Manager
Kaplan International Pathways
01.2025 - Current
- Providing high-quality advisory support to international students across the full recruitment and admissions lifecycle, exercising sound judgement when managing sensitive and complex cases to achieve successful enrolment outcomes.
- Interpreting and applying University, Government, and regulatory policies to ensure compliant, ethical recruitment and admissions practices for international students.
- Building strong relationships with students, agents, and internal stakeholders, demonstrating high-level interpersonal, cross-cultural communication, and negotiation skills to advocate for student outcomes.
- Managing high-volume applications and administrative processes with strong organisational skills, meeting tight deadlines while maintaining accurate records, data integrity, and detailed reporting.
- Conducting market research and data analysis to identify trends, interpret performance metrics, and prepare clear, informative reports to support strategic decision-making.
- Collaborating effectively across teams and regions while working independently to plan recruitment strategies, deliver presentations, and continuously improve processes and student experience.
- Participating in domestic student recruitment events.
Admission Assistant (Higher Education Officer 5)
Flinders University
12.2023 - 01.2025
- Processing and assessing applications from domestic applicants.
- Assisting and advising to prospective students, including the management of enquiries to ensure a successful recruitment outcome.
- Maintaining accurate records on the University’s Student System and other admission systems.
- Liaising with SATAC and the University Colleges on matters relating to admission of students.
- Consulting with the Manager and contributing to the continuous improvement of customer service and business processes through monitoring of procedures relevant to admissions.
International Admissions Support Officer
University of South Australia
01.2023 - 12.2023
- Providing appropriate advice and information in a timely manner to prospective students, university representatives, agents and university staff in relation to university programs, and admissions functions, procedures and decisions.
- Participating in international admission-related student recruitment activities.
- Taking charge of administrative tasks in StudyLink including; data entry, assessment and issuing offer letters, responding to enquiries, and issuing Confirmation of Enrolments via PRISMS.
- Following the Standard Operating Procedures to maintain student data.
Student Service Adviser
University of South Australia
01.2022 - 12.2022
- Providing frontline customer service to stakeholders.
- Identifying and meeting customer needs through building effective relationships.
- Undertaking a range of activities across different service channels.
- Providing advice around university policies.
- Using Medici, find a student, CRM Could systems efficiently.
Examinations & Results Support Officer
The University of Adelaide
06.2021 - 12.2021
- Providing administrative support for examinations and results planning.
- Supporting the operational delivery of examinations.
- Providing support and advice to faculty and other staff on the preparation for and conduct of exams, including the use of exam scheduling software.
- Developing and maintaining effective working relationships with relevant University staff.
- Acting as Health and Safety Officer for Student Administration.
Prospect Enquiry Agent, Prospect Management
The University of Adelaide
06.2020 - 06.2021
- Providing a customer-centred response service to all inbound prospective student queries received via telephone, email, and chat; ensuring correct use of the University’s CRM system in enquiry management.
- Operating in accordance with the Prospect Management’s Enquiry Framework.
- Managing incident/records maintenance with high degree of accuracy.
- Supporting team meetings and providing other administrative support to team activities as requested by the Customer Experience Manager.
- Building and maintaining knowledge of institution colleagues for appropriate hand-off of specialist queries.
Student Service Officer, Ask Adelaide
The University of Adelaide
10.2018 - 06.2021
- Referring students to correct services, providing links to online information regarding all aspects of student’s lifecycle, transforming student experience through student-focused customer service.
- Delivering service to and communicating with customers, delivering a constant high standard of quality customer service by understanding different customers’ needs and adapting service accordingly.
- Resolving customer complaints to a satisfactory outcome.
- Developing knowledge in required service areas such as Card Services, Technology, Online Shop, Service, Call Centre, Knowledge bases.
Education
Master of Applied Finance -
The University of Adelaide
01-2020
Masters of Accounting and Marketing - undefined
The University of Adelaide
01-2019
Advanced Diploma of Translating - undefined
NAATI accredited
01-2018
Diploma of Interpreting - undefined
NAATI accredited
01-2017
Bachelor of Arts - Teaching Chinese as a Second Language
University of JinZhong
01-2014
Skills
- Microsoft Office packages: Word (Proficient), Excel (Proficient), PowerPoint (Proficient), Outlook (Proficient), Dynamic GP(Proficient) Adobe AEM (Proficient)
- St Johns First Aid (2017-Current), Current National Police Check(2020-current) Working with Children Check(2020-current) MYOB(Proficient)
- Mandarin (Native) English (Full Professional Proficiency)
Affiliations
- Member of Australian Institute of Interpreters and Translators (AUSIT)
- Toastmasters International Membership
Timeline
Regional Manager
Kaplan International Pathways
01.2025 - Current
Admission Assistant (Higher Education Officer 5)
Flinders University
12.2023 - 01.2025
International Admissions Support Officer
University of South Australia
01.2023 - 12.2023
Student Service Adviser
University of South Australia
01.2022 - 12.2022
Examinations & Results Support Officer
The University of Adelaide
06.2021 - 12.2021
Prospect Enquiry Agent, Prospect Management
The University of Adelaide
06.2020 - 06.2021
Student Service Officer, Ask Adelaide
The University of Adelaide
10.2018 - 06.2021
Masters of Accounting and Marketing - undefined
The University of Adelaide
Advanced Diploma of Translating - undefined
NAATI accredited
Diploma of Interpreting - undefined
NAATI accredited
Bachelor of Arts - Teaching Chinese as a Second Language
University of JinZhong
Master of Applied Finance -
The University of Adelaide
OTHER EXPERIENCE
- 07/2019 – 02/2020 Finance Assistant, Finance - Adelaide Oval
- Communicating with a range of stakeholders including customers, suppliers, managers, and work colleagues both verbally and in writing in a professional manner.
- Facilitating financial controller to process monthly budget for different departments.
- Assisting finance team working on the project, demonstrating ability to work as part of a team and on own initiative.
- Processing fixed asset ledger on a weekly basis and reconsolidating bank statements/ internal charged bank card statement.
- Calculating monthly and weekly budget, general bookkeeping, and other finance administrative duties.
- Sep/2017- Nov/2017 Marketing & Accounting Internship, Marketing & Recruitment Team - Faculty of Sciences
- Undertaking a formal review and audit of existing student outreach programs for the Faculty of Science.
- Interpreting financial reports for the past three years for the program.
- Developing recommendations and program improvements to improve the financial viability of the program.
- Outlining student recruitment objectives in the Faculty of Sciences Marketing and Recruitment Plan.
- Designing a business and marketing plan, outlining details of financial management systems and membership fees.
- Creating a three-year financial plan, including financial indicators and opportunities to generate revenue.
- Drafting ProProfs Quiz, including translation of content from English to Chinese.
- Jul/2017 Marketing Internship, Marketing & Communication Department -The University of Adelaide
- Leveraging the Student Recruitment Marketing team with The University of Adelaide’s Chinese Website project, translating content from English to Chinese, and clerical work.
- Writing evergreen content on WeChat platform to target Chinese students.
- Collaborating closely with the international recruitment team to support the restructure of the current website.
- Sourcing content and images from The University of Adelaide’s current English website.
- Ensuring digital content meets the university’s standards, policies and guidelines.
- 2016-2017 Administration Assistant, Channel 44/Community Television
- Entering data, general office administration, using databases.
- Preparing a Program Grid and a Program Playlist on a weekly basis.
- Preparing the Safety Agreement draft and the Transmission Agreement.
- Previewing new episodes for every week’s program, acting as broadcast assistant and receptionist.
- 2016- 2017 Money Mentor, UnitingCare Wesley Bowden
- Entering data and communicating with clients and volunteers.
- Budgeting for the client, advocacy and referral to agencies, negotiating with companies on behalf of the clients.
- Organising applications for Loans and Trust.