Pooja Gupta

• Review and restructure competitive and profitable business strategies and student fee structure based on current education market
• Researched the host country and their cultural norms with a purpose of providing the enrolling students with a smooth and positive experience in Australia
• Developed new promotional campaign bundling offers together resulting in evident improved agent and business profit.
• Designed new student application assessment process resulting in improved process turn-around time by 2 weeks per application.

Key Achievement: As I worked in this role with individuals from various cultural backgrounds, I learnt how to engage in difficult conversations in a frank and open way and whilst using safe expression. This role helped me understand that with changing industry needs it is important to think strategically different to keep the business and client relationship going - which I consider to be a key achievement for me from this role.

• The role as an intern entailed a mix of providing essential administrative support in the office as well as legal document preparation, legal research, and legal based work.
• Transcribing documents and correspondence from digital dictation
• Occasionally liaising with external stakeholders via phone or emails regarding client requests documents required for clients
• Transcribing documents and correspondence from digital dictation.

Key Achievement: As I took my university internship at Law and Advocacy Centre for Women ("LACW"), I learnt about diverse range of clients facing systemic inequities in Australian justice system. Until I worked at LACW, I only saw Criminal Law field from prosecution perspective. Working at LACW helped me the see broader context of the criminal justice system in Australia.

• Identified problems, analysed data, and delivered cost-effective alternatives to consumers' and business specialist's pricing and service queries
• Ensured agreed customer service standards were consistently met as agreed with the customer
• Was accountable to help retain customers through ongoing management of customer data and pricing while maintaining a positive customer experience
• Performed sales and margin analysis monthly to identify and highlight any price discrepancies in the offered pricing to the customer
• Liaise with various departments of the business (Finance, merchandise, Supply chain, IT, Operations and Marketing) to ensure customer expectations are not only met but exceeded
• Assist sales manager create strategy and plan to improve sales and customer retention

Key Achievement: I was honoured to be one of the two National Sales Support Specialist at Officeworks supporting account manager with targets of $1.5 million or more annually. As supporting in creating a revenue of $1.5 million was a very busy role, I learnt the importance of prioritization, time management, and maintaining a positive attitude. Due to my effective and strong work ethics, I was offered to be a non-official trainer for new employees in my team on how to manage work efficiently and time effectively in a company creating a revenue of $3,000 million or more in a financial year.

• Developed and implemented performance improvement strategies and plans to promote continuous improvement for Officeworks credit customers
• Used data analysis for data reconciliation for customer accounts and identify imbalances and discrepancies in customer credit history
• Process debtor receipts and follow up outstanding debts while maintaining highest customer service standards in line with organizations policies
• Design repayment plans for the customer with outstanding debts

Key Achievement: This role was a great opportunity for me to hone my analytical, critical thinking and problem solving skills in the world of finance. As this role was in the finance department of Officeworks, it taught me the importance of attention to detail and time management whilst dealing with numbers extensively. Furthermore this role exposed me to the importance cross over and how having some knowledge about other areas of the industry a person works in could be helpful.