Lena Calligeros
Summary
- Motivated and dynamic professional with extensive experience in CRM, sales engagement, conversion and customer service experiences.
- 10+ years of working in higher education industry across current and future students environments.
- Demonstrated success in exceeding expectations, working under pressure and adapting to new situations and challenges.
- Detail- orientated professional with with strong problem-solving abilities, willingness to learn, and excellent communication skills.
Overview
7
7
years of professional experience
Work History
Senior Recruitment Product Manager
Future Student Recruitment, UNSW Sydney
07.2023 - Current
- Managed roll out and implementation of Portfolio Entry to UNSW in 2023/2024 from Ideation to delivery. Acted as Key FSR contact for Portfolio Entry and managed different stakeholders across university including IT, Admissions and FSR content team. Key Achievements: Successful roll out of portfolio entry within four weeks saw 661 offers made. Portfolio Entry continues as a pathways at UNSW.
- Act as a Key contact between FSR and Faculty of Science to ensure we achievement of SLP for UG, PGCW across Domestic & International cohorts.
- Assist Faculty partner in all matters related to Science faculty's product strategy, portfolio management, student recruitment and marketing.
- Assist and work with faculty stakeholders to develop new products. Assist in CVP creation and content collateral for Degree finder pages and hero articles.
- Event planning and execution across central and faculty initiatives to drive student recruitment. Both small and large scale events like Open Day which attracts 40,000 students, to Faculty Information Evenings, Agent Training sessions many more events. Across the Year FSR would run approximately 500 events.
- In depth product knowledge to effectively support all recruitment activity and assist with the recruitment of students into our programs.
- Assist and feed into SALES CRM for LEAD co-design workshops.
- Work collaboratively in an Agile way across International Squad, providing input and support to assist in the execution of events and work streams.
- Represent the Faculty and FSR at recruitment events, both locally and internationally.
FSR Enquiry Team Lead
Future Student Recruitment, UNSW Sydney
11.2020 - 10.2023
- Manage administrative operations of the Enquiry Centre, through leadership, coaching and mentoring
- Manage rostering of casual Student Ambassadors
- Report on Enquiry Centre performance weekly, monthly, and quarterly using PowerBI, CRM and PureCloud systems
- Provide analysis and insights through prospective student trends and market insights
- Lead team on ad hoc projects to improve procedures and systems
- Project manage operation and logistics of ATAR Release call centre from December through to January each year
- Manage weekly and fortnightly coaching sessions with six Future Students Advisors to develop and build on customer service skills and drive efficiency through phones, web and live chat frameworks, while meeting KPIs and maintaining SLAs
- Manage Future Student Enquiries Officer who’s role is to manage our increasing Outbound Conversion Activity
- Manage UNSW Portfolio Entry Early Conditional Offer Scheme role out
- High level of internal and external stakeholder management including Admissions, The Nucleus Hub, CRM Team, and IT to assist with the Enquiry Team operations
- Work closely with the PG Central Team to deliver and participate in events like, Explore PG, #CareersUnlocked and Science B2B
- Maintain external and internal relationships with key stakeholders to stay up to date on degree information to ensure the Future Student Advisors are advising correcting
- Manage and resolve complex complaints and escalations
- Manage internal stakeholder relationships within FSR to assist with meeting Student Load Plan, recruitment strategy and to gain expert insights into degrees and offerings
- Participate, contribute, and represent the Enquiry team in the weekly recruitment meetings, UG and PG Squads, Annual Planning and other ad hoc projects
- Coordinate and manage Outbound Calling Campaigns to assist with meeting key recruitment targets particularly for PG cohort through, PG Concierge and PG Calling Hubs, Gateway, Portfolio Entry Early Conditional Offer, Non- Recent School Leavers, Onshore International and ATAR release calling hub
- Create and provide outbound campaign reporting matrix to key stakeholders
- Expert knowledge of CRM and PureCloud for the management of phone, email, web, and Live Chat enquiries
- Oversee OUA lead conversions and reporting for Bachelor of International Public Health
- Provide bi-monthly reporting to OUA and key Faculty partners and stakeholders
- Coordinate and deliver training for Student Ambassadors and FSR staff throughout the year for onboarding purposes and end of year ATAR calling centre
- Manage and forecast budget costings for Enquiry Centre
- Event participation: Open day, PG recruitment events, Career Markets and Expos
Contact Centre Team Leader
Future Student Recruitment, UNSW Sydney
11.2019 - 11.2020
- Report on Contact Centre performance data and trends
- Operation management of Contact Centre
- Weekly and daily rostering for casual and full-time staff
- Manage and maintain internal and external stakeholder relationships to assist in staying up to date on the most relevant information to provide advice to prospective students
- Manage and resolve complaints and escalations
- Lead fortnightly coaching sessions with the digital team to develop customer service skills and drive efficiency through web and live chat frameworks
- Maintain relationships within FSR to assist with meeting the recruitment strategy and to gain insights into the degrees and offerings
- Expert knowledge of CRM & PureCloud to assist with phone, web, Live Chat enquiries
- Daily outbound calling to prospective students to drive recruitment through targeted campaigns and regular Offer to Accept and Accept to Enrol campaigns
- Collect trends and insights from outbound calling campaigns to prospective students
- Weekly stand-up meetings with cluster groups to better understand market
- Meet with prospective students to drive recruitment
- Create outbound scripts and campaigns to include Faculty CVPs
- Oversee OUA lead conversions and reporting for Bachelor of International Public Health
- Bi-monthly reporting to OUA and key faculty members
- Event participation: Open day and PG recruitment events
- Assist with budget management and costings
- ATAR release 2020_2021: Manage the operations and logistics of Enquiry Centre
- Coordinate and deliver training for Student Ambassadors.
Senior Future Student Advisor
Future Student Recruitment, UNSW Sydney
05.2018 - 11.2018
- Report on Contact Centre performance and trends
- Manage relationships with Faculty staff to gain insights into the degrees and offerings
- Create outbound scripts and campaigns to include Faculty CVPs
- Daily outbound calling to prospective students to drive recruitment through targeted campaigns and regular Offer to Accept and Accept to Enrol campaigns
- Oversee OUA Lead Conversions and reporting for Bachelor of International Public Health
- Report to OUA and key Faculty members
- Collect trends and insights from outbound calling to prospective students
- Weekly stand-up meetings with cluster groups to better understand market
- Meet with prospective students to drive recruitment
- Event participation: Open day and PG recruitment events.
Student Services Manager
School of Civil and Environmental Engineering, UNSW Sydney
12.2017 - 05.2018
- Oversee and manage the distribution of work for all staff in the student services team, including special projects
- Manage and resolve complaints and escalations
- Manage results submission and coordinating review of results meeting
- Work closely with the Associate Head of School on various matters
- Manage and maintain training
- Provide senior advice and assistance to academic staff and students within the school
- Create and distribute reports as required
- Attend various committee meetings including the TLC and SAAGE
- Collate data for accreditation purposes
- Event organisation, including the Prize giving ceremony, Undergraduate and Postgraduate welcomes
- Maintain School website and Handbook updates.
Education
Bachelor of Applied Design (Communication) -
Billy Blue Collage of Design
01.2008
High School Certificate -
Ravenswood School For Girls
01.2005
Skills
- Cross Functional Leadership
- Stakeholder Relations
- Attention to Detail
- Effective Organization
- Staff Management
- Sales CRM
- Pipeline Management
- Student Recruitment
Professional Development
- 2023 AGILE Project Management
- 2021 Black dog Institute “Managing Team for Wellbeing”
- 2018 Delivering Service Excellence workshop
- 2017 Managing Unreasonable Complainant Conduct Workshop
- 2016 ATEM Student Services Centre Conference
- First Aid Training (JUNE)
- 2015 HR Recruitment and Selection Training
- Filemaker Training
- Academic Advisor Training
- Excel Training Level 1, 2 and Pivot Table Training
- 2014 Managing Students in Distress Workshop (Counselling and Psychological Services UNSW)
- 2013 Mental Health First Aid Course (MHFA)
- First Aid Training (CPR and Basic Emergency life Support)
References
References available on request.
Timeline
Senior Recruitment Product Manager
Future Student Recruitment, UNSW Sydney
07.2023 - Current
FSR Enquiry Team Lead
Future Student Recruitment, UNSW Sydney
11.2020 - 10.2023
Contact Centre Team Leader
Future Student Recruitment, UNSW Sydney
11.2019 - 11.2020
Senior Future Student Advisor
Future Student Recruitment, UNSW Sydney
05.2018 - 11.2018
Student Services Manager
School of Civil and Environmental Engineering, UNSW Sydney
12.2017 - 05.2018
Bachelor of Applied Design (Communication) -
Billy Blue Collage of Design
High School Certificate -
Ravenswood School For Girls
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