Franceen Challons

· Reviewed all aspects of the admission experience for local and international students and implemented more efficient administrative processes to shorten turnaround and increase conversion rates

· Developed and implemented templated responses for all stages of the customer journey, to ensure consistency of message, improve customer experience and align messaging with College values and increase productivity gains and efficiencies

· Managed the review and alignment of College processes with respect to exit notification policy, to ensure it was fair and equitable for local, international and newly commencing families

· Preparation of Board Reports for meetings, detailing enrolment and exit data and outlining market intelligence and trends of importance and interest within the broader community

· Collaborated to develop streamlined tour routes for ELTHAM in Action events, improved messaging and key points per area to ensure that visiting families have a comprehensive and consistently excellent tour experience

· Delivered training to key staff with respect to CRICOS compliance requirements in the management and care of international students

· Collaborated to create evidence portfolio for CRICOS audits to demonstrate compliance for re-registration

· Implemented strategies and researched avenues to increase diversity in international student cohort through targeting new overseas markets, resulting in a culturally rich International Program with students form a range of source countries

· Presented to industry peers, prospective families and education agents at overseas conferences and exhibitions, increasing brand awareness overseas and ensuring education agents are appropriately trained regarding ELTHAM College offerings

· Managed the re-establishment of the ELTHAM College Homestay Program back in-house in line with business demands and compliance regulations

· Management of Sister School relationships with partner schools in Japan and China, including responsibility for coordination of annual study tours for visiting students from AMICUS International, Okinawa and Yan’An Middle School, Shanghai

· Responsible for the planning of and attendance at international education exhibitions, coordinating overseas agent visits, sourcing new agents and keeping abreast of emerging markets for the Secondary Sector, tailoring marketing to specific markets (Vietnam, China, Japan, Thailand)

· Building and maintaining relationships with trusted agents, both onshore and offshore, increasing ELTHAM College brand awareness and showcasing achievements of our students and the College, training agents to accurately and effectively market ELTHAM College and its programs to prospective families

· Management of ELTHAM College Homestay Program, recruitment of new families to the program – including approval and suitability checks, homestay allocation for new students, ongoing compliance visits, complaint resolution, facilitating homestay moves

· Use of Synergetic data management system and PRISMS

· Co-ordinate and facilitate orientation training of new students, ensuring compliance obligations of ESOS Act, CRICOS and National Code are met in the onboarding of new students

• Working with International Students to assist with learning and increased understanding, both in individual and class settings.

• Assist in training of staff as required
• Handled and promptly resolved customer complaints to maintain professional relationships
• Cover Supervisor role as necessary

· Responsible for recruitment of new staff

· Coordination and facilitation of induction training of new staff

· Coordination and assistance with facilitation and rollout of Certificate III in Telecommunications (Call Centres) within the Link Melbourne Call Centre, in conjunction with staff from University of Ballarat, including reviewing and assessing submitted coursework to ensure competencies were met

· Development of a ‘training needs analysis’ within the Melbourne Call Centre

· Creation of standardised Company training manual to ensure consistency of training delivery and knowledge across all Link Telecommunications sites throughout Australia (Melbourne, Sydney, Brisbane, Adelaide and Perth)

· Responsible for the building, supervision & management of team (approx. 30 agents)

· Statistical analysis of Call Centre & monitoring of individual agent performance against required KPI’s (adherence to specified talk times, meeting customer service principles, managing call wait times/queues), including providing formal feedback to agents

· Managing call overflows between states during peak call periods

· Responsible for management and oversight of shift (approx. 80-100 agents each shift)

· Handling escalated customer enquiries/ complaints and providing resolutions

· Training and performance monitoring of new and existing specialised agents

· Formulating Standard Operation Procedures for each Specialised Service

· Developed ‘Disaster Recovery’ procedures for Skill 8 services

· Specialised team based at Crown Casino Complex, responsible for main switchboard (internal and external callers) and international paging system for Crown Casino and Crown Towers

· Handled and promptly resolved customer complaints to maintain professional relationships in a fast paced environment