KRISTINE KONG
Deakin,ACT
Summary
Highly knowledgeable and skilled Student Support Specialist with excellent interpersonal skill and the ability to effectively communicate and advise students on their paths to degree completion. Possesses exceptional administrative and leadership skills. A solution-oriented individual with a proactive attitude to supporting students. Has a Bachelor's and Master’s Degree in Education and over seventeen years of Student and Customer Support experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Student Support Manager
REACH For Training
04.2022 - Current
- Provided Student support services to all learners.
- Served as the main point of contact with students and guided them through onboarding.
- Organized and led information sessions, orientations, selections and graduation.
- Undertook investigations of student matters, provided appropriate advice and solutions.
- Advise current students on all aspects of the program to assist them through qualification completion.
- Collaborate with Operations Manager to develop and implement retention strategies.
- Monitor student performance, study progress, and records.
- Advised students individually and in groups on academic programs to suit individual interests.
- Worked with individuals to help understand and overcome personal, social or behavioural problems affecting educational or vocational situations.
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Observed and assessed classroom activities to verify conformity with quality standards.
- Helps with on-boarding of new faculty hires
- Maintain currency on policies, procedures, and regulations relevant to RTO.
- Contribute to the development and review of internal processes.
- Maintain knowledge of RTO's related policies and procedures pertaining to curriculum, credit transfers/recognition of prior learning, qualification requirements, course evaluations, government funding, and other student services.
Trainer and Assessor (Early Childhood Education)
REACH For Training
07.2021 - 11.2022
- Training learners from diverse cultural backgrounds.
- Delivered early childhood classroom, online, and on-the-job training (traineeship).
- Used different learning modes and types of technology to engage students in achieving learning outcomes.
- Conducted workplace assessments and observations, and provided performance feedback.
- Tracked attendance and evaluated progress for assigned trainees under portfolio.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Prepared and presented supplementary learning material to support structured lessons.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Senior Training Coordinator
REACH For Training
02.2021 - 04.2022
- Created and maintained detailed training records and reports for management review.
- Scheduled and coordinated training sessions.
- Keep the knowledge base current according to industry changes in compliance with regulations.
- Document learner's performance during the training period as well as administer the training material.
- Conduct needs assessments with department managers to identify training requirement.
- Evaluate existing departmental procedures, updates, and documents all procedures.
- Create and present solutions to resolve productivity and performance issues identified during the evaluation process.
- Produced training manuals, presentations and resources for enhanced learning.
- Worked with central management to identify, plan, align, and address training needs.
- Trained and mentored 4 new personnel hired to fulfill various roles.
- Provide high-quality customer service from inquiry, enrolment, training and course completion.
Senior Lead Educator
NOAH'S Ark Early Learning Centre
08.2020 - 01.2021
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Support and Assist the Centre Director in staffing arrangement.
- Assist the Educational Leader in relation to all academic aspects of the service.
- Manage and guide room staff in their daily duties and responsibilities towards the children, the families and colleagues amongst others.
Team Leader
Oxley Early Learning Centre
10.2016 - 08.2020
- Developed individual learning plans for children in the room that reflects their interest and needs.
- Established positive relationships with children and families.
- Created a safe and nurturing learning environment for preschoolers.
- Planned and executed activities to stimulate physical, social and intellectual growth.
- Organized and supervised large and small group activities.
- Developed and implemented behaviour management plans.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers (Families) through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Senior Customer Support Officer
QBE Global Shared Services Centre Ltd
07.2013 - 01.2015
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Bid Support Specialist and Documents Manager
IBM Global Business Services Phil. Inc
03.2012 - 06.2013
- Proofread and edited documents for accuracy and grammar.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Increased customer service success rates by quickly resolving issue.
- Performed wide-ranging administrative, financial and service-related functions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
College Teacher
Mindanao State University
10.2006 - 02.2012
- Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with students.
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
- Shifted between informal and formal methods of teaching to create multi-layered web of learning incorporating experiments, practical activities, discussions, and projects into lessons.
- Created dynamic learning environment that valued instructor and student interaction.
- Provided students with constructive, encouraging and corrective feedback.
- Established and maintained inclusive, collegial and collaborative culture within classroom.
- Evaluated and supervised student activities and performance levels to provide reports on academic progress.
- Assessed students' progress and provided feedback to enhance learning.
- Taught diverse student population by employing various learning styles and abilities.
- Designed and implemented various educational activities and programs to meet student needs.
- Created syllabus and instructional plans for each class session in accord with stated course objectives.
Education
Cert IV in Training and Assessment -
Australian Forensic Services
Belconnen, ACT07.2021
Diploma - Early Childhood Education & Care
MEGT Institute
Sydney, NSW09.2016
Master of Education - Assessment, Measurement And Evaluation of Student
The University of Western Australia
Perth, WA03.2010
Bachelor of Arts - Secondary Education
Mindanao State University
Philippines04.2006
Skills
- Student Services
- Strong organizational and management skills
- Knowledgeable in human dynamics
- Ability to interact effectively
- Experienced working with individuals from diverse backgrounds, including international backgrounds
- Advising and counseling techniques
- Strong written, verbal, and interpersonal communication skills
- Result Driven and self-motivated person
- Proficient in computer/digital technology and associated software (LMS/Vettrak)
- Adaptability and Flexibility
Certification
- Working With Vulnerable People Card (WWVP) - Expiry March 2025
- Emergency First Aid Training
- Expiry May 2026
- Full Driver's License (Class C)
- Expiry Sept 2025
TRAININGS & WORKSHOP:
- The most common compliance question webinar - Dec, 2022
- Flipped Classroom workshop - March, 2023
- Unleashing Leadership: Navigating the challenges of people performance - July, 2023
- Mental & Emotional Health Training - Nov, 2023
Timeline
Student Support Manager
REACH For Training
04.2022 - Current
Trainer and Assessor (Early Childhood Education)
REACH For Training
07.2021 - 11.2022
Senior Training Coordinator
REACH For Training
02.2021 - 04.2022
Senior Lead Educator
NOAH'S Ark Early Learning Centre
08.2020 - 01.2021
Team Leader
Oxley Early Learning Centre
10.2016 - 08.2020
Senior Customer Support Officer
QBE Global Shared Services Centre Ltd
07.2013 - 01.2015
Bid Support Specialist and Documents Manager
IBM Global Business Services Phil. Inc
03.2012 - 06.2013
College Teacher
Mindanao State University
10.2006 - 02.2012
Cert IV in Training and Assessment -
Australian Forensic Services
Diploma - Early Childhood Education & Care
MEGT Institute
Master of Education - Assessment, Measurement And Evaluation of Student
The University of Western Australia
Bachelor of Arts - Secondary Education
Mindanao State University
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