Karen Stewart

• High volume processing of learner withdrawals within General Services.
• Investigating learner records to resolve fee disputes and fee recalculations.
• Providing advice to team members and stakeholders
• Using TAFE Systems including PeopleSoft, EBS, STS, CRM, TAR, TDC, SAM, Service Now
• Ensuring data quality and remediating data when necessary
• Created customised solutions to customer issues by using product knowledge and problem-solving skills.
• Identified potential opportunities for improvement within organisational processes.

Achievements:

• Selected to be part User Acceptance Testing projects, Hypercare team for New technology rollout and convening interviews for Customer Service Representative recruitment process.

• Provide guidance to team members on processes and daily tasks
• Provide professional customer service in a high-pressure environment.
• Manage external and internal exams and organising exam supervision staff.
• De-escalate complaints and difficult customer situations
• Facilitate meetings with teaching support staff
• Manage multiple email accounts, including north region disability services (exemption requests) and section and cheque banking.

Achievements:

• Accepted responsibility to oversee staff in other campuses as team leaders / members transitioned to new roles during organisational restructure.
• Trained new staff members and managed rosters.

• Provide high level of customer service for course enquiries, including high pressure peak times while managing daily back of house tasks
• Demonstrated flexibility and team work by covering other campus front facing spaces at short notice.
• Provided product knowledge to customers upon request.

Achievements:

• Selected to work in higher duties role as Student Experience Officer TWL4 and managing the disability exemption processing for North region.

• Process calls using advanced telephony systems, in a professional, courteous and timely fashion to meet KPI’s
• Achievements: Conflict resolution and de-escalation, using sound decision-making skills, to respond to difficult customer situations.

• Assist job seekers in gaining employment and educational outcomes and contractual obligations set out by the Department of Employment and Education.

• Complete geotechnical tasks and daily duties

Achievements:

• Department safety rep, facilitating safety meetings
• Participating in community relations events and cultural outreach programs

• Sales, promotional work and lead generation

Achievements:

• Applying sales training techniques to meet monthly KPI’s

• Creating and maintaining spreadsheets to monitor product sales
• Reconciliation of invoices & office management

Achievements:

• Being offered company sponsorship to stay in UK for the role

• Facility Coordination - Scottish Water
• Administration Officer– Hillcrest Housing

Achievements:

Adapting to new work environments quickly

• Working as part of a team to meet contractual occupancy and learning outcomes completing a range of administrative tasks and reporting.
• Taking part in stakeholder relation activities
• Actively participating and contributing to cultural protocol

Achievements:

• Being promoted to different roles with in the organisation.
• Facilitated a 10 week ‘Customer Service and Reception Skills’ course for a group of 10 learners.