PATRICK MOSCATELLI

Accomplished in orchestrating day-to-day operations across three campuses and amplifying efficiency. Spearheaded management and content curation of Google Drive, CRM, SAS, and student resource platforms. Guided and cultivated a team of 90+ staff, optimizing premium service delivery through coaching, rostering software, and strategic compliance.

Notably constructed an annual class timetable by overseeing 65+ tutors, resulting in data-driven decisions that enhance class capacities and engagement. Continuous process evaluations enhanced customer satisfaction, leading to boosted lead generation and enriched member experiences. Coordinated impactful social media engagement and managed web content, bolstering marketing outreach.

Achievements:

• Catalyzed growth in Year 11 and HSC enrolments, yielding up to $600,000 extra revenue over 2 years. Facilitated campus upgrades and price reductions, enhancing accessibility.
• Pioneered a weekend pop-up Tutoring Centre in Burwood for strategic Inner West reach.
• Successfully transitioned the Parramatta Campus to a new site with full fit-out and long-term lease.
• Effectively integrated software for seamless online learning during remote periods.
• Instituted the "ACE Wiki" via Google Sites, resolving service inconsistencies and enhancing family satisfaction.
• Orchestrated a Social Asset Calendar for strategic marketing management.
• Drove the Equity Scholarship Program, awarding full scholarships to 30+ students in need.
• Executed 30+ free seminars to external students, converting over 60% into leads.
• Cultivated robust relationships with Directors, contractors, legal representatives, and families.

• Promote growth and venue utilisation through a clear strategic sales and engagement plan that align with the companies’ values and the strategic direction of Macquarie University.

• Design and implement the annual sales and retention strategy that promotes membership growth and engagement with the current 6,500 Health Club Members and over 2,500 children’s program members including the Learn to Swim and Gymnastics programs.

• Conduct the annual customer satisfaction survey and monthly newsletters.

• Manage multiple relationships with key stakeholders including the University, Department of Education and Training, local community groups and National Sporting organisations including Sydney FC.

• Work across multiple sites providing customer experience guidance to other Campus Life business units including the Macquarie University Sports Fields, MSGM Hotel and food and beverage outlets.

• Design and implement new and innovative community programs connecting the local community and school groups to Macquarie University.

• Complete regular and extensive financial sales and retention reports for the management team and the board.

• An integral member of the Macquarie University Staff Wellbeing committee engaging over 4000 staff members, by designing and implementing strategic physical and mental health programs.

• Deliver staff training sessions to the Member Engagement and Sales teams. In addition, I am the facility training officer for our LGBTIQ inclusion policy ensuring all staff our compliant with our safe space policies and procedures that align with Pride in Sport.

• Manage coach and develop the Member Engagement Team in the provision of premium customer service, including recruitment, workforce planning, compliance, and training.

• Develop and maintain Sport & Aquatic policies, work instructions, and standards, working with other teams to identify areas of opportunities to enhance or improve on current business processes and practice

• Ensure all promotions and policy changes are clearly communicated and understood to the Membership Engagement Officers, providing support and training as applicable.

• Assist with the management of web and marketing content, writing content that will be used on the website, and overseeing the content management system (CMS) used to control the information on the website.

• Customer Service Team Score 97% on the Customer Annual Survey two years in a row
• Creating and implementing a briefing and template system to effectively improve centre-wide communications
• Implementation of centre wide Google Documents for centralised data tracking, auditing and process manuals

• Achieve a monthly cancellation rate of no greater than 5.5% of total members
• Regularly achieved monthly group sales and applied personal sales/targets

• Account management of major international accounts (BPNG, DoF PNG)
• Generated over $300,000 in revenue through new business licencing agreements and reviews

• Aspire Award Winner - Team of the Quarter Campus Wide for Outstanding Customer Service

• Successful coordination and implementation of pre-game and game-day management for the North Harbour Rays’ 2015. Including half-time events.