Summary
Overview
Work History
Education
Skills
Other careers in the past
Languages
Timeline
Generic

Pawan Thapa

Mitcham

Summary

I am a motivated sales professional with experience in IT, solar energy, telecommunications, and now the education sector as a Senior Course Consultant. I have a strong history of meeting and exceeding targets, building good relationships with customers, and quickly adapting to new industries. I’ve worked in both face-to-face and outbound sales roles, handling everything from customer support to solution selling. In my current role, I help university students by giving personalised advice, supporting their applications, and managing enrolments to ensure a smooth experience. I enjoy working in fast-paced, target-driven environments and am good at solving problems and improving processes. I bring a positive attitude, strong communication skills, and a team-focused approach to everything I do.

Overview

20
20
years of professional experience

Work History

Senior Course Consultant

Monash Online
02.2024 - Current
  • Making 50+ calls daily, booking appointments, and following up with students to support enrolment and re-enrolment.
  • Providing guidance and support to help students stay on track with their studies.
  • Achieved 120% of performance targets, contributing to strong student retention and enrolment outcomes.
  • Promoted from Course Consultant to Senior Course Consultant within 1 year.
  • Used sales techniques to overcome objections and keep students engaged.
  • Built trusted, long-term relationships with students.
  • Delivered excellent customer service, focused on student success.
  • Consistently exceeded KPIs and financial goals, aligned with OES values.

Commercial and Residential PV Specialist

Beyond Solar
09.2018 - 09.2023
  • Create customised energy management packages to satisfy customer needs.
  • Close sales by building rapport with potential clients, explaining product and service capabilities.
  • Customer service and technical support.
  • Performing a PV system layout with the Near Map satellite tool.
  • Designing a system size depending on the load requirements of the user.
  • Performing BOS (Balance of System) & Voltage Rise Calculations for the End User.
  • Assisting Commercial Business Clients with system design, installation procedure and estimating their ROI (Return on Investment).

Sales Executive

FRED IT
05.2014 - 09.2017
  • Recruit Pharmacies and Doctors for the script exchange.
  • Build strategic business partnerships with Healthcare groups.
  • Build and maintain positive work relationships with Practice Managers, Pharmacy owners and Doctors.
  • Organise and facilitate installations and after-sales services.
  • Achievement of product/area-wise budgets.
  • Increase revenue retention by enhancing customer relationships, resulting in decreased customer cancellation requests.
  • Identify and execute new business with new clients and up-sell opportunities for existing clients and prospects within accounts and agencies to uncover leads, new contacts, and revenue.
  • Close sales by building rapport with potential accounts, explaining product and service capabilities, overcoming objections and preparing contracts.
  • Selling and managing the database for Telstra and non-Telstra customers.
  • Weekly, Monthly and Quarterly forecast report submission.
  • Mobile phone Connections, porting, Blackberry, Wireless Data, Telstra 3 G and 4G network, Digital Business, Telstra Broadband, TMB and all other Telstra services, etc.

SMB Account Manager

Telstra
03.2013 - 03.2014
  • Client Relationship Management.
  • Increase revenue retention by enhancing customer relationships, resulting in decreased customer cancellation requests.
  • Identify and execute new business with new clients and upselling opportunities for existing clients and prospects within accounts and agencies to uncover leads, new contacts, and revenue.
  • Close sales by building rapport with potential accounts, explaining product and service capabilities, overcoming objections and preparing contracts.
  • Selling and managing the database for Telstra and non-Telstra customers.
  • Weekly, Monthly and Quarterly forecast report submission.
  • Mobile phone Connections, porting, Blackberry, Wireless Data, Telstra 3G and 4G network, Digital Business, Telstra Broadband, TMB and all other Telstra services, etc.

Retail and Enterprise Services Manager

VHA
10.2011 - 12.2012
  • Due to the high churn rate of account creation, modification and deletion, support improvements were required. Previous support 5 days 9 to 5 pm team of 4 staff, new support 24/7 team of 20 staff off-shore. 4 days SLA to 4 hrs SLA. Customer satisfaction 99%.
  • Implemented redundant servers for POS.
  • Chaperoned “Retail Improvement Plan”.
  • Implemented security functionality on a major application for the Retail and Dealer store network.
  • Key stakeholder for changes to the retail and enterprise environment as an approver.
  • Vendor management for retail and enterprise. Review, understand and improve customer satisfaction.
  • Managed vendors such as: SSS, DATA#3, ASG, CVA, AAA, AAPT, TCS, TCS traffic, Elite and Upstream.

Business Sales Team leader

Telstra
01.2012 - 06.2012
  • Sales achievement of 150% within the first month, and was nominated as Team leader for TGA Telstra outbound. Currently managing 8 staff, on their KPI’s, motivation and daily training.
  • Implemented calling scripts for Telstra outbound calls.
  • Training new staff on Telstra applications and products.
  • Managing small and medium business customer with their finance on Telstra products.
  • Managing 8 staff on their KPI and development.
  • Achieving personal target of 150% per week.
  • SME Campaign: small and medium businesses win back.
  • Have received Gold and Silver on sales premium.
  • Taking Inbound and making Outbound calls, talk time 3 hrs.

Operations Readiness Manager

VHA
07.2011 - 09.2011
  • Completed Operation readiness for 16 projects across over 300 retail stores.
  • Support day-to-day IT escalation that impacts Sales Teams.
  • Improving the Vodafone & 3 search function in websites to drive Sales.
  • Supported the operational readiness for the Virtual Hold project for Customer Care(Deployed with no defects).
  • Launched Outbound dialer with support for Sales to Existing Customers(Deployed with no defects).
  • Completed 5 projects delivered to Operations and all levels of support from the vendor were negotiated.
  • Increasing IT efficiency in Retail by migrating 240 stores new MPLS solution.
  • Wi-Fi Project: rolled out secure wireless to Retail Stores.

Service Manager Retail

VHA
09.2009 - 07.2011
  • Supported 100 stores now supporting all VHA-owned 270 stores. Success on transfer of 3000 tickets from Abbotsford to Sales system support and DATA#3, resulting in resolutions per week at a 97% completion rate.
  • Service management across all retail IT structures.
  • Creation of a process for Sales operations and all Vodafone support processes.
  • Knowledge of SLA for external vendors for Three, Digi call, first mobile and GSM stores.

Retail IT Analyst

Hutchison Telecom
03.2007 - 09.2009
  • Lead the transfer of first and second-level resources from an external vendor to an internal team, consequently saving the business over $120k per annum in vendor service fees.
  • Managed the Point-of-Sale System (Pronto) and provided 1st and 2nd level support.
  • Worked with 3rd party vendors (Data3) to organise on-site support.
  • Documented new processes to support new Software updates to support the Retail Channel.
  • Managed the implementation of new Hardware in Retail stores.
  • Manage all SLA periods and requirements.
  • Store Builds and Re-fits: Supported over 17 Stores, collaborating with external vendors.
  • Established and managed a temporary service desk for 10 weeks during the closure of Commander.
  • Test new concepts in the Retail environment, specifically focusing on new applications and hardware for retail improvement.

Sales Associate

Hutchison Telecom
03.2006 - 03.2007
  • Exceeded both personal and store sales targets by 150%, consistently over 12 months.
  • Familiar with customer behaviour, addressing needs such as store look and feel and navigation.
  • Comprehensive knowledge of products & services.
  • Commended Business & Personal customer service.
  • Knowledge of store processes, e.g. POS, Sales, Stock takes, etc.
  • Consistently high sales 150%+ personal target.
  • Recorded the highest sales figures in Sydney CBD for 11 months consecutively.

Education

ITIL - Service Manager and IT Operation Readiness

ITIL V3 Hewlett-Packard
01.2011

Bachelor of IT - Multimedia, Information Technology

Central Queensland University
01.2006

Diploma - System Administration, Hardware & Software Installation

NSW TAFE (Crows Nest Campus)
01.2002

Skills

  • Proven success across IT, solar, telecommunications, and education sales
  • Skilled in outbound calling, solution selling, CRM use, and full-cycle customer engagement
  • Experienced in streamlining processes and rolling out new systems across teams
  • Supportive team member with experience mentoring colleagues and sharing best practices
  • Strong cross-functional collaboration across sales, support, and operational teams
  • Excellent communicator with a consultative approach to identifying needs and offering solutions
  • Builds trust with clients and students alike, delivering a high-quality experience end to end
  • Quick to learn new systems and industries, with a strong focus on continuous improvement
  • Embraces change, takes initiative, and thrives in performance-driven environments

Other careers in the past

  • Head bartender at Uncle Mings
  • Bartender at Hard Rock Café
  • Chef at Hard Rock Café

Languages

Hindi
Professional Working
Nepali
Professional Working
English
Native or Bilingual

Timeline

Senior Course Consultant

Monash Online
02.2024 - Current

Commercial and Residential PV Specialist

Beyond Solar
09.2018 - 09.2023

Sales Executive

FRED IT
05.2014 - 09.2017

SMB Account Manager

Telstra
03.2013 - 03.2014

Business Sales Team leader

Telstra
01.2012 - 06.2012

Retail and Enterprise Services Manager

VHA
10.2011 - 12.2012

Operations Readiness Manager

VHA
07.2011 - 09.2011

Service Manager Retail

VHA
09.2009 - 07.2011

Retail IT Analyst

Hutchison Telecom
03.2007 - 09.2009

Sales Associate

Hutchison Telecom
03.2006 - 03.2007

Bachelor of IT - Multimedia, Information Technology

Central Queensland University

Diploma - System Administration, Hardware & Software Installation

NSW TAFE (Crows Nest Campus)

ITIL - Service Manager and IT Operation Readiness

ITIL V3 Hewlett-Packard
Pawan Thapa