Lorena Guzman
Perth,WA
Summary
Qualified Student Agent with strong experience in student support, customer service, and relationship management within educational environments. Recognized for effectively assisting students by understanding their academic and personal needs, providing accurate guidance, and delivering high-quality support services.
Experienced in maintaining student welfare standards, coordinating training and development programs, and organizing educational and career-related events.
Previously, I worked full-time in customer service roles in Colombia, supporting well-being initiatives and training programs.
Highly organized, reliable, and proactive team player with strong communication skills, adaptable to diverse responsibilities and multicultural environments.
Overview
15
15
years of professional experience
Work History
Student Services Support
Greenwich College
Bayswater, WA
09.2024 - Current
- Provided front-line support to international students via face-to-face and digital channels, handling academic and administrative inquiries.
- Delivered high-quality customer service in a multicultural educational environment, ensuring positive student experiences.
- Supported enrollment, re-enrollment, course changes, and student orientation processes.
- Assisted with student records, administrative systems, CRM, and confidential documentation.
- Communicated effectively via email, phone, and reception, coordinating with academic and administrative teams.
- Supported orientation days and student events, contributing to student engagement and well-being.
Student Agent
Study First Group
sydney, NSW
01.2024 - 07.2024
- Provided study counseling to prospective and current students, assisting with course quotations, inquiries, and ongoing support.
- Followed up on student progress to ensure engagement and successful enrollment outcomes.
- Maintained accurate and up-to-date student records across multiple administrative systems and platforms.
- Delivered high-quality customer service through inbound and outbound calls, consistently meeting performance targets.
- Built and maintained strong relationships with partner schools, improving communication, and supporting marketing initiatives.
- Participated in educational fairs, networking events, and promotional activities to strengthen the agency's brand presence.
- Organized daily documentation and administrative processes, demonstrating strong attention to detail and efficiency.
Cashier/ Commercial Assistant
Banco Davivienda
Bogota , Colombia
09.2013 - 05.2019
- Serve clients and users who enter the office to carry out the different types of transactions.
- Supernumerary in charge of providing operational assistance in calamities and/or disabilities, in the different offices of the city.
- Organize documents at the end of the working day.
- Evaluating the quality of the products to ensure that we provide good service to the customers.
- Oversee the different transactions carried out by clients through the fiduciary portal, or through physical instruction.
- In charge of linking, updating, and monitoring investment products to clients referred by the commercial force.
Circulation Assistant
Periódico el Nuevo Siglo
Bogota , Colombia
11.2010 - 04.2011
- Organize newspaper production and logistics at the national level.
- Maintain frequent contact with suppliers (call and visit).
- Solve day-to-day problems with the distribution and delivery of the newspaper.
- Personnel Management and Task Distribution.
Education
Diploma of Leadership And Management
Lloyds International College
Sydney, NSW12-2023
Certificate IV of Business
Lloyds International College
Sydney, NSW11-2022
English With Academic Purposes
Ability College General English
Sydney, NSW11-2020
General English
Ability College General English
Sydney, NSW01-2020
International Economic Relation
Autónoma University of Colombia
Sydney, NSW06-2018
Labor Technician
Education Institute Ingabo
Bogota12-2009
Inem Santiago Perez
Bogota12-2008
Skills
- Student and customer service in educational settings
- Strong verbal and written communication
- Microsoft 365 (Word, Excel, Outlook, Teams)
- Bilingual: Spanish and English
- Conflict resolution and problem solving
- Student support and case handling
- Administrative and information management
- Professional networking and stakeholder engagement
- Event and orientation support
- Schedule coordination and time management
References
References available upon request.
Timeline
Student Services Support
Greenwich College
09.2024 - Current
Student Agent
Study First Group
01.2024 - 07.2024
Cashier/ Commercial Assistant
Banco Davivienda
09.2013 - 05.2019
Circulation Assistant
Periódico el Nuevo Siglo
11.2010 - 04.2011
Diploma of Leadership And Management
Lloyds International College
Certificate IV of Business
Lloyds International College
English With Academic Purposes
Ability College General English
General English
Ability College General English
International Economic Relation
Autónoma University of Colombia
Labor Technician
Education Institute Ingabo
Inem Santiago Perez