Cynthia Tam
Melbourne,VIC
Summary
An operational leader with several years of experience in delivering strategic plans and initiatives focusing on the customer experience to ensure the business objectives are met. Highly skilled in developing, on-boarding and coaching high performing teams, collaborating cross functionally to implement business initiatives to improve workflow and identify risks that could affect the customers lifecycle.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Student Recruitment Team Lead
Swinburne University of Technology
Hawthorn, Victoria
07.2018 - Current
- Actively managing the direct sales funnel for efficiency and optimal conversion performance
- Lead, train and ongoing coaching a team of customer service specialists that contributes to 15% of the universities total direct enrolments
- Manage customer facing processes, including product marketing and multiple systems
- Oversees the ongoing monitoring of the sales funnel and deployment of tactical and strategic initiatives to ensure customers transition through have a positive customer experience
- Coordinates with allied business units that engage with customers through their onboarding to ensure that there is alignment and provides subject matter expertise on the customer experience.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Futute Students Coordinator
Swinburne University Of Technology
Hawthorn, Victoria
03.2016 - 07.2018
- Actively monitors prospective student enquiries through to conversion
- Trained, managed and motivated employees to promote professional skill development
- Identify new opportunities to generate applicants from existing sources
- Host campus tours for prospective students and influencers
- Work with external suppliers and third parties to develop and optimise sales processes
- Establish and maintain relationships with individual prospects and groups of prospects to maximise enrolment yield from enquiries, applications and offers
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Improved operations through consistent hard work and dedication.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Schools Recruitment Officer
Swinburne University of Technology
Hawthorn, Victoria
03.2012 - 06.2016
- Assist in the development of the annual calendar of recruitment activities, including costs and anticipated outcomes for consideration
- Autonomously develop and implement a strategic recruitment plan for high schools within my designated regions throughout the state
- Plan and attend a range of recruitment activities designed to deliver quality enquiries leading to enrolments
- Monitor event expenditure against the approved budget
- Build awareness and predisposition of prospective students to Swinburne
- Case manage and provide exceptional counseling and advice about study opportunities and graduate outcomes to prospective students and their influencers
- Identify new opportunities to generate applicants from existing sources
- Follow company policy in planning, undertaking and reporting on recruitment activities
- Contribute to the refinement of overall recruitment policies by undertaking research and collecting qualification information in relation to markets of responsibility
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Account Manager (Team Leader)
Hobsons Enrolment Management Solutions
Group Fitness Instructor
Les Mills Body
01.2012 - Current
- Encourage engagement in group fitness classes to create and maintain motivational and a supportive culture while boosting positive client experiences
- Maintaining working knowledge of basic theoretical concepts in fitness and retained certifications and membership in professional organisations
- Motivated clients to participate in gym fitness activities and group classes
- Prepare for classes in advance by selecting and queue music beforehand to begin and end classes on time for maximum benefit to attendees
- Listens to class members and customers to adapt class content for instructions to meet their needs and enhance their fitness and engagement.
Account Manager, The University of Sydney
Hobsons Asia Pacific
Melbourne, Victoria
06.2009 - 02.2012
- Assist in the, in managing of 7 University Clients
- Campaign and Enquiry Management
- Represent, Conduct and prepare client presentations
- Manage and increase the effectiveness and efficiency of Business Services Unit
- Supervise and coach 9 staff members within the team
- Ensure quality and assurance is met for all team members within the team
- Contribute to short and long-term organizational planning and strategy as a member of the Team Movement Committee
- Additional Information
- Wellness Coaching - Level 1
- Foundations of Wellness Coaching
- Combining theory from Coaching Psychology, Behaviour Change and Positive Psychology, we help clients overcome resistance to change by using a step by step, structured approach
- Wellness coaches support clients in working out what they want, why they want it, what's stopping them and only then together create a plan for action
- National Association of Prospective Student Advisers Conference 2012
- Appointed as the Conference Chair of the NAPSA (National Association of Prospective Student Advisers) biennial conference 2012 I was responsible for the overall delegation and running of the conference including all marketing communications and ensuring each committee member had the support to complete each of their tasks
- NAPSA provides a vital network for staff from universities, TAFEs and private colleges who work to provide advice and support to prospective students around Australia
- Marketing staff and prospective student advisers across Australia and New Zealand were invited to attend the 12th biennial conference
- The conference features presentations from industry professionals, workshops and social activities
- The 3 day conference explored the latest in branding concepts, issues relation to the recruitment of students from low socio-economic backgrounds, international students and graduate students and discuss the latest market trends and challenges.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Listened attentively to client feedback and worked with product development team to introduce new services.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
- Introduced new processes to improve account and market tracking for better data analysis.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
Education
User Experience & User Interface - undefined
RMIT Online
2022
Certificate III in Fitness - undefined
Swinburne University of Technology
2021
Certificate IV in Workplace Trainer & Assessor - undefined
Fitlink Australia
2012
Advanced Diploma - Hospitality & Tourism Management
Accor Asia Pacific
2005
Graduate Certificate - Innovation
William Angliss
2003
Skills
- Lead Generation and Prospecting
- CRM proficient
- Demonstrated experience in managing a direct sales channel in a services industry
- Strong interpersonal communication, influencing, teamwork, negotiation and leadership skills
- Strong written and oral communication skills, including strong public speaking ability
- Passionate in leveraging data to make informed decisions leading to conversion uplifts
- Able to prepare inputs for Executive and Organisation wide reporting
- Team Collaboration
- Other Skills
- MS Suite
- Oracle
- Figma
- Team Leader
- Account Managing
Certification
Certified Les Mills Body Balance Instructor (2012)
Wellness Coaching (level 1)
Languages
Cantonese
Native or Bilingual
Timeline
Student Recruitment Team Lead
Swinburne University of Technology
07.2018 - Current
Futute Students Coordinator
Swinburne University Of Technology
03.2016 - 07.2018
Schools Recruitment Officer
Swinburne University of Technology
03.2012 - 06.2016
Group Fitness Instructor
Les Mills Body
01.2012 - Current
Account Manager, The University of Sydney
Hobsons Asia Pacific
06.2009 - 02.2012
Account Manager (Team Leader)
Hobsons Enrolment Management Solutions
User Experience & User Interface - undefined
RMIT Online
Certificate III in Fitness - undefined
Swinburne University of Technology
Certificate IV in Workplace Trainer & Assessor - undefined
Fitlink Australia
Advanced Diploma - Hospitality & Tourism Management
Accor Asia Pacific
Graduate Certificate - Innovation
William Angliss
Certified Les Mills Body Balance Instructor (2012)
Wellness Coaching (level 1)
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