HSIN-YANG (DAVID) HO
Macquarie Park,NSW
Summary
Organized and dependable student services, program delivery and sales professional. Adept at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
TRAILHEAD TRAINING COORDINATOR
Salesforce
11.2022 - Current
- Oversee day to day training logistics and ensure customers get the best experience
- Manage registration and onboarding for customers, partners, and Salesforce employees.
- Build strong relationships with new and existing employees, facilitators and training venues
- Provide timely, superior services for inquiries related to training and certification services from employees, customers and partners
- Built and maintained professional relationships with resellers and Authorised Training Providers.
- Organise and set up private and public workshops.
- Created and maintained detailed training records and reports for management review.
- Built constructive trainer and vendor relationships for successful program delivery.
- Facilitated high-quality training program delivery to employees and external stakeholders.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
STATE PROGRAMS COORDINATOR
Practera
05.2022 - 08.2022
- Successfully coordinated and managed six experiential learning programs in the span of three months
- Achieved on average over 80% program satisfaction rate from clients and participants
- Facilitate and conduct program orientation session, information session and online workshops to over 800 participants and 50 clients in the span of three months
- Ensure project delivery and administration duties are undertaken to meet agreed outcomes
- Provide professional services to clients and participants in a fast paced agile environment
- Developed and maintained relationships with external partners to facilitate program operations.
- Onboarding participants and stakeholders to help them get started with the Practera App and LMS
- Produce high level program reports and present data analysis and testimonies to stakeholders and participants.
- Coordinated program logistics to keep all relevant materials and equipment available and in good condition.
- Monitored programming schedules, performance to guidelines and quality.
- Facilitated programming by coordinating resources and deliverables between departments.
- Provided ongoing direction and leadership for program operations.
STUDENT SERVICES HUB OFFICER
WESTERN SYDNEY UNIVERSITY
07.2019 - 05.2022
- Provide accurate information and advice to domestic/international students regarding changes in enrolment, academic progression, study skills and transition to Western Sydney University via phone calls, email, face to face and online chat channels
- Provide advice, guidance, and pastoral care to domestic and international students
- Streamline and review customer service processes and implement changes and improvement
- Exercise judgment and initiative in case management and resolution for Western Sydney
- University students in accordance with University policies
- Liaise with Faculty staffs, enrolments and counselling departments to resolve discipline cases and exceptions to standard student administration cases
- Resolve student complaints and issues in efXicient and professional manners via email, phone calls, and face to face to consultation
- Guide students through onboarding and enrolment processes on University’s website and app
- Research, investigate and provide recommendations and solutions to reduce complaints from students University wide.
PROGRAM DELIVERY, ASSESSMENT & ADMINISTRATION TEAM LEADER
University Of Tasmania
07.2018 - 06.2019
- Actively contribute to the development and documentation of policy/procedures and management strategies in light of changes that occur as a result of implementation of shared services within the entities
- Developed and maintained logistics workflows, procedures and reports.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Provide training to staffs, students, and the public on administration and course related policies and procedures, providing the highest quality customer service and ensuring information is correct and up to date
- Resolve student complaints and issues in efficient and professional manners via email, phone calls, and face to face to consultation
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Source and analyse data from student management system and LMS to provide insight on student progression
- Prepare, maintain and update program related processes and documentation
- Coordinate with recruitment, placements, and academic department to ensure marketing/ recruitment events are run successfully on campus.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Coached team members on productivity strategies to accomplish challenging goals.
INTERNATIONAL STUDENT ADVISOR
University Of Technology Sydney, Broadway
04.2017 - 02.2018
- Support marketing and recruitment events, including market research, analysis and execution across University key markets.
- Manage agents’ database records and their performance reviews.
- Managing information to encourage prospective students, key school stakeholders, and other stakeholders to promote a positive brand image
- Display excellent written and verbal and presentation skills to domestic and international shareholders.
Project Officer
Western Sydney University
06.2016 - 01.2017
- Monitored deadlines and milestones to keep team on track with project schedule.
- Streamlined and centralised Student Central department processes and procedures
- Coordinate and create a series of training and instruction videos for the University that has since generated twenty thousand plus views on YouTube and University website
- Research, identify and reduce students complaints and issues by recommending solutions to ensure positive student experience
- Maintained open communication by presenting regular updates on project status to customers.
- Support in the implementation of digitalisation of shared services (eg: Qless) across all University campuses.
- Developed and deepened relationships with key stakeholders.
- Partnered with project team members to identify and quickly address problems.
Sales Consultant
Coca Cola Amatil
02.2012 - 01.2013
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Responded to telephone and in-person requests for information.
- Followed up with existing customers to provide additional support and address concerns.
- Stayed knowledgeable on latest products and market trends through continuous training.
- Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
Education
Bachelor of Arts - Film Studies
University of Auckland
Auckland, New Zealand12.2007
Skills
- Staff Training
- Students recruitment
- Customer Relationship Management
- B2C sales
- CRM Software
- Sales Expertise
- Customer Rapport
- Business Development
- Regional Sales and Support
- Cold Calling
- Customer Engagement
Affiliations
LinkedIn Online Learning Certi[icates
UX Foundations: Story Telling
Social Media Marketing: Strategy and Optimisation”
Programming Foundations: Fundamentals
Business Analytics: “Marketing Data”
Sales: Customer Success
Excel: Dashboards for Beginners
Marketing Foundations: “International Marketing”
Change Management: Roadmap to Execution
Customer Success Management Fundamentals
Planning a Career in User Experience
Customer Experience: Journey Mapping
Agile Foundations
Camtasia 2020 Essential Training: The Basics
Languages
Chinese (Mandarin)
Native or Bilingual
French
Full Professional
English
Native or Bilingual
Timeline
TRAILHEAD TRAINING COORDINATOR
Salesforce
11.2022 - Current
STATE PROGRAMS COORDINATOR
Practera
05.2022 - 08.2022
STUDENT SERVICES HUB OFFICER
WESTERN SYDNEY UNIVERSITY
07.2019 - 05.2022
PROGRAM DELIVERY, ASSESSMENT & ADMINISTRATION TEAM LEADER
University Of Tasmania
07.2018 - 06.2019
INTERNATIONAL STUDENT ADVISOR
University Of Technology Sydney, Broadway
04.2017 - 02.2018
Project Officer
Western Sydney University
06.2016 - 01.2017
Sales Consultant
Coca Cola Amatil
02.2012 - 01.2013
Bachelor of Arts - Film Studies
University of Auckland
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