Ghaz Sabh
Melbourne,Victoria
Summary
Highly analytical and solutions-driven professional with comprehensive experience in providing consultative guidance to academics, students, and staff in general. Recognised for excellent problem-solving and decision-making skills to resolve challenges within pressure-driven environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Enrolment Advisor
PEARSON AUSTRALIA
VIC
09.2014 - 09.2023
- Worked with student lifecycle processes and procedures from enquiry to enrolment to guarantee student readiness along with necessary tools to succeed prior to course commencement
- Worked with the student recruitment manager to continuously monitor admissions processes and team applications/enrolment target
- Handled projects to improve admissions processes, including assessing applicant suitability in a timely manner
- Assisted senior managers and directors with decision making by generating operational reports
- Set contact plans and communication strategies while quantifying impact of new processes to the business
- Partnered with the Student Success Team to identify high-risk students and prepared study plans to enhance student retention
- Steered efforts in improving and measuring performance of individual student enrolment advisors by tailoring performance improvement plans and coaching materials
- Acted as lead consultant in charge of monitoring the delivery of Monash University, The University of Adelaide and Griffith Online postgraduate course
- Closely collaborated with online program content developers to enhance student online learning experience.
Student Success Advisor
Pearson Australia
VIC
09.2014 - 07.2019
- Guided and supported up to 2000 enrolled Monash Online students in relation to educational and administrative responsibilities such as enrolment plan, course materials, study and time management, university policies, resources and services including the online library, academic writing and referencing
- Built relationships with students and utilised retention strategies to ensure students’ progress well through their course and program
- Represented Monash University at external events (such as postgraduate expos) to promote courses and programs.
Admissions Advisor
OPEN UNIVERSITIES AUSTRALIA
MELBOURNE, VIC
03.2012 - 08.2014
- Guided potential students from all backgrounds with regard to study options and in reaching desired career goals
- Informed current and prospective students on offered tertiary education funding and helped with government-funding applications
- Exhibited keen attention to detail in organising examination venues and graduation ceremonies
- Rendered assistance to students with time-study planning.
Complaint Resolution Officer
Telstra
Melbourne, VIC
02.2012 - 12.2013
- Strengthened customer retention by offering discount options.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Recognized by management for providing exceptional customer service.
- Identified potential sales opportunities during customer interactions and referred them to sales team accordingly.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Provided technical support to customers on Apple products, including iPhone, iPad, Macbook and iMac.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Followed up with customers after resolving their inquiries to ensure satisfaction.
- Assisted customers over the phone and via email by providing accurate information regarding Apple products.
- Repaired defective parts or components of Apple products while following safety regulations.
- Prepared detailed reports summarizing customer service activities on a daily basis.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Educated customers on product features and usage instructions.
- Adhered to all company policies when dealing with customer inquiries.
- Provided advice on best practices for optimal use of Apple products.
- Maintained high levels of professionalism at all times while interacting with customers.
- Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.
- Configured network settings on Apple devices according to user requirements.
- Performed system updates for operating systems, software applications, security patches.
- Analyzed customer inquiries and responded with timely solutions in a professional manner.
Apple Solutions Consultant
Apple Australia
Melbourne, VIC
10.2006 - 03.2012
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained inventory records of all installed equipment at client sites.
- Conducted workflow analysis, space design or cost comparison analysis.
- Provided technical advice and solutions to customers on Apple products.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Identified potential sales opportunities during customer interactions and referred them to sales team accordingly.
- Maintained positive working relationship with fellow staff and management.
- Provided technical support to customers on Apple products, including iPhone, iPad, Macbook and iMac.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Followed up with customers after resolving their inquiries to ensure satisfaction.
- Assisted customers over the phone and via email by providing accurate information regarding Apple products.
- Prepared detailed reports summarizing customer service activities on a daily basis.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Educated customers on product features and usage instructions.
- Provided advice on best practices for optimal use of Apple products.
- Maintained high levels of professionalism at all times while interacting with customers.
- Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
Graduate Certificate in ELearning - Online Study
University of New England (AU)
New Angledool, NSW02-2014
Bachelor of Multimedia design -
Griffith University/QANTM College
01.2008
Skills
- Training and Development
- Policy Compliance
- Stakeholder Management
- Time Management
- Continuous Performance Improvement
- Data Analysis
- Client Service
- Microsoft Word
- Excel
- PowerPoint and Outlook
- Microsoft Dynamics
- Salesforce CRM
- Callista
- Moodle
- QualSearch
- Power BI
- MS Edge
- Career Advising
- Enrollment Planning
- Records Maintenance
- Student Support
- Academic Support
- Resume Writing Instruction
- Transcript Review
- Progress Reporting
- Employer Relations
- School Programs Development
- Educational Problem Identification
Affiliations
- Leadership and Professional Development Program: Training Programs Leadership and Professional Development
- Customer Experience Training Program Equity and Diversity
Technical Profile
- Tableau
- Microsoft Outlook
- Google Sheets
- Microsoft 365
Languages
Arabic
Native/ Bilingual
English
Full Professional
Certification
- Salesforce admin
- Introduction to Marketing
- Learning Analytics in Higher Education
- Analyzing and Visualizing Data with Power BI
Timeline
Senior Enrolment Advisor
PEARSON AUSTRALIA
09.2014 - 09.2023
Student Success Advisor
Pearson Australia
09.2014 - 07.2019
Admissions Advisor
OPEN UNIVERSITIES AUSTRALIA
03.2012 - 08.2014
Complaint Resolution Officer
Telstra
02.2012 - 12.2013
Apple Solutions Consultant
Apple Australia
10.2006 - 03.2012
Graduate Certificate in ELearning - Online Study
University of New England (AU)
Bachelor of Multimedia design -
Griffith University/QANTM College
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