Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Timeline
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Rhonda Hodgson

Melbourne,VIC

Summary

A proud RMIT Alumni and current staff member. I have over ten years of experience providing high quality service and support for internal and external stakeholders. I am a lover of global experiences and building cross cultural intelligence - I possess a full passport and a Bachelor of Communications from RMIT University with a high distinction and the Vice Chancellor award for academic achievement. I wish to use my communication and customer service skills to contribute to RMIT Global Experiences.

Overview

9
9
years of professional experience

Work History

Prospective Student Officer

RMIT University
Melbourne
05.2023 - Current
  • Engaging in needs-based conversations to provide tailored course advice and solutions for domestic and international students
  • Advising students on procedures and policies related to applications and enrolments, visa requirements, documents, and deadlines
  • Providing multichannel support - email, phone, live chat, face to face
  • Accurate and careful maintenance of CRM database
  • Subject matter expert on RMIT products and services and university processes
  • Managing Study@RMIT Outlook email inbox, social media messages (Instagram), and internal ticketing (Service Now)
  • Working collaboratively with college staff to provide accurate support during student lifecycle

Customer Service Manager

Fat Tail Investment Research
12.2021 - 05.2023
  • Manager of small teams and spaces in person and online
  • Facilitating meetings and taking meeting minutes
  • Daily reporting on staff production and performance
  • Assigning workloads and managing workflow
  • Managing online documents/records and filing
  • Conflict resolution and handling escalations
  • Training staff - new and ongoing - in stakeholder liaison and using CRM
  • Writing templates for customer service communications and training manuals
  • Reviewing content for style, grammar, and tone to reflect a positive company image
  • Ensuring communications are professional, accessible, and inclusive
  • Recruitment, conducting interviews, dismissal
  • Maintaining strong knowledge of company and workplace policies.

Customer Service Representative

Fat Tail Investment Research
10.2016 - 12.2021
  • Use of Microsoft Office suite to assist clients, communicate with team members, create reports
  • First person to respond to all enquiries from stakeholders, providing advice and services
  • High volume and accurate data entry into CRM
  • Responding to client emails across multiple inboxes
  • Answering high volume telephone enquiries
  • Responding to and logging Live Chat conversations
  • Managing finances, banking, payment processing, and reporting.

Guest Service Agent

Citadines on Bourke Melbourne
11.2014 - 10.2016
  • Responding to enquiries via telephone, customer facing, and email
  • Creating a welcoming and comfortable experience for all clients
  • Maintaining a clean and organised reception and front office space
  • Organising bookings and reservations and updating client records and filing (digital and paper)
  • Managing finances, processing payments, daily reconciliation
  • Distributing all incoming mail.

Education

TESOL Certificate -

TESOL Australia
01.2023

Bachelor of Communications -

RMIT University
01.2022

Certificate in Korean Language -

Yonsei University
01.2021

Certificate IV in Education Support -

RMIT University
01.2019

Skills

  • Prioritise tasks and meet deadlines
  • Ability to work well under pressure
  • Excellent computer and digital literacy
  • Can use and learn new software and systems
  • Provide exceptional student support
  • Professional communication skills
  • Provide timely and accurate advice
  • Collaborative team member
  • Negotiate and solve problems
  • Cross cultural intelligence and sensitivity
  • Caring and empathetic
  • Globally focused and curious

Hobbies and Interests

I enjoy learning Korean for personal development and being an active member of global communities. I also enjoy personal and professional development through creative writing, creating video and media content.

References

References available upon request.

Timeline

Prospective Student Officer

RMIT University
05.2023 - Current

Customer Service Manager

Fat Tail Investment Research
12.2021 - 05.2023

Customer Service Representative

Fat Tail Investment Research
10.2016 - 12.2021

Guest Service Agent

Citadines on Bourke Melbourne
11.2014 - 10.2016

TESOL Certificate -

TESOL Australia

Bachelor of Communications -

RMIT University

Certificate in Korean Language -

Yonsei University

Certificate IV in Education Support -

RMIT University

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Rhonda Hodgson