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
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