RACHEL WEST

• Company Overview: The Communications Centre handles a wide range of enquiries through a variety of channels including inbound and outbound phone calls, email, online chat and social media
• Reporting to the Coordinator, my main role as a Communications Officer is responsible for effectively providing a broad range of customer focused, student advice to all ECU students and stakeholders
• My role is to also help and support to students through their journey at ECU and to be able to resolve any issues at first point resolution, and to follow the correct processes and procedures
• Key Responsibilities: To help students understand appeals, resuming studies, enrolment, exam procedures and fees advice
• To provide first point resolution and to resolve all inquiries via phone and email, ensuring prompt and clear responses
• Advising students on the support services available
• Guiding students through the student portal
• Providing letters to students regarding graduation, current standing and graduate visa confirmation
• Maintain accurate records of working with children’s cards
• To provide course planners when requested
• To ensure accurate call logs for all interactions against the students record
• Address student concerns via email and chat, ensuring efficient and helpful communication
• The Communications Centre handles a wide range of enquiries through a variety of channels including inbound and outbound phone calls, email, online chat and social media
• Cover for the Welcome Centre
• As hoc projects as required

• As a Senior Communications Officer, I supported the Communication Centre by handling more complex student enquiries and offering guidance to the team
• I used my in-depth knowledge of student administrative processes, courses and support services to ensure accurate and efficient service delivery
• Key Responsibilities: Managing and resolving escalated calls, ensuring timely and effective solutions
• Providing training for new staff members to enhance team competency
• Offering support, coaching, and mentoring to junior team members
• Delivering accurate, relevant, and timely information in response to student inquiries
• Applying strong problem-solving skills to resolve complex student issues
• Meeting personal and team targets to ensure the team’s performance objectives were consistently achieved

My main role within Hillarys Chiropractic was to ensure the efficient running of the front
desk, also to meet and greet patients and to answer all questions and concerns with
ease.

• Reporting directly to the Processing Manager my role within the company was to ensure
  the efficiency and productivity of the processing department, covering data analysis, coding and processing, also ensuring volume and quality targets were achieved
  • The department under my direct control consisted of twenty clerical staff
  As first line manger I was directly responsible for discipline, appraisals, welfare and
  output.