Emma Vichera
Thirroul,NSW
Summary
Over 10 years experience working in the Education sector across a diverse range of environments.
Experienced and proficient in developing and implementing new strategies aimed at increasing conversion and optimising efficiencies across a range of customer service and sales related teams. A strong business partner with a history of developing trusting relationships with key stakeholders in order to deliver strategic solution driven insights and optimise enrolments.
A leader with a demonstrated history of supporting teams through structural change management with a passion for building a strong and engaged culture.
An advocate for continuous improvement, meaningful communication, transformational leadership, and agency theory.
Overview
13
13
years of professional experience
Work History
Sales Performance Manager/R Snr Manager Sales
TAFE NSW
Sate-wide
10.2022 - Current
- Lead and oversee 164 staff members which form the student sales performance team. Manage all internal sales operations, and supporting systems and processes. Develop and oversee student sales-specific KPIs and stakeholder service level agreements to ensure the work of student sales staff is aligned with strategic sales objectives and outcomes.
- Manage high-level, statewide strategic sales projects and conduct strategic analysis of sales and performance analytics to identify, develop, and implement strategies to ensure increased revenue opportunities through optimized sales campaign activation processes and support to SEG leadership in the delivery of an outstanding customer experience to future and current TAFE NSW customers.
- Provide high level strategic operational and technical advice and solutions to the Head of Student Sales for issue resolution focused on improving enquiry to application conversion or new revenue opportunities aligned to regional sales plans.
- Optimise processes and manage sales performance specialist to design and develop processes and capability improvements for teams of student sales specialists utilising services operations templates, frameworks, dashboards, reporting tools, standards and plans to achieve revenue growth, conversion targets, customer service excellence, and student retention.
- Collaborate with staff to ensure the development and regular review of meaningful individual performance development and review plans that are clearly aligned to strategic objectives and focused to develop the individual.
Manager of Sales Strategy & Planning
TAFE NSW
Ultimo, NSW
09.2019 - 10.2022
- Developed and implemented new sales strategies to create a performance culture in Contact Centres across the business
- Facilitated sales activity while developing consistent employee measurements and service level agreements for meeting and exceeding goals.
- Executed and created strategic sales plans to expand enrolments and support regional and state-wide sales goals.
- Interrogate data and generate actionable insights to formulate strategies that target regional opportunities and maximise conversion rates
- Develop sales plans, goals, strategies and objectives to achieve team goals and enrollment objectives.
- Built strong and trusting relationships with key stakeholders across the business to ensure consistent messaging, information and tactical advice is provided throughout each enrolment period.
- Actively business partnered across the organisation to drive strategies and solutions that specifically address regional nuances through targeted campaigns
- Coached, mentored and trained team members in order to improve their job performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
Acting Manager Enquiries & Customer Service
TAFE
Western Sydney, NSW
01.2022 - 04.2022
- Lead and Managed & oversaw the efficient reliable and consistent delivery and performance of student enquiries, services and related transactional activities
- Developed strategies and implemented effective solutions to increase staff engagement and culture across the team
- Lead staff through significant change management across a dispersed team environment and provided operational and strategic direction to ensure service levels were maintained
- Developed innovative ways to measure culture and increase engagement through peak enrolment period in order to support staff
- Development and roll out of key measurables to make operational efficiencies and maintain service level agreements
- Developed and rolled out PDRPs aligned with Branch prioritise and Frameworks to meet business needs and ensure staff are aligned with priorities, understand their value and meet training and development needs across the wider team.
- Monitored staff performance and addressed issues.
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
Snr Course & Careers Advisor
Torrens International University
Ultimo, NSW
03.2011 - 09.2017
- Reached and Exceeded Sales Targets and KPIs
- Consulted individuals in finding the right course and study mode to meet their future career goals
- Qualified and followed up on leads and opportunities to optimise sales conversion
- Continuous management of Sales ensuring collection of compliant documentation and information through to enrolment
- Developed and maintained relationships with key stakeholders to develop and ensure growth for the Sales Team
- Assist in the training of new team members - producing training materials, coaching and mentoring staff throughout their first intake period.
Education
MBA - Business Administration And Management
Torrens University
Sydney03.2022
Intermediate And Advanced Microsoft Excel
Dynamic Web Training
Sydney03.2020
Skills
- Profit and revenue-generating strategies
- Product and service management
- Sales tracking
- Change management
- Governance and Frameworks
- Culture and Engagement
- Stakeholder Relations
- Continuous improvements
- Compelling leadership skills
- Communication and engagement techniques
- Service-driven sales
- Multidisciplinary team leadership
- Risk mitigation
- Sales operations
- Project Management
- Strategy and Planning
Timeline
Sales Performance Manager/R Snr Manager Sales
TAFE NSW
10.2022 - Current
Acting Manager Enquiries & Customer Service
TAFE
01.2022 - 04.2022
Manager of Sales Strategy & Planning
TAFE NSW
09.2019 - 10.2022
Snr Course & Careers Advisor
Torrens International University
03.2011 - 09.2017
MBA - Business Administration And Management
Torrens University
Intermediate And Advanced Microsoft Excel
Dynamic Web Training
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