Salman Hussain

• Analyse and identify customer insights using advanced tools using Qualtrics and Salesforce.
• Proactively identified potential pain points within the user journey, leading to targeted improvements in product design and functionality.
• Maintain and improve actions and workflows with Qualtrics
• Support XM team in forming an integrated view of enterprise CX insights.
• Provide advise and insights to teams pertaining to student experience, employee experience and partner experience.

Key Achievements
• Successfully completed and delivered various projects for different stakeholders and product managers on time & within budget.
• Involved in building Voice of Customer team and planning the execution of the team, increasing the NPS rating by 5%.
• Successfully passed CoreXM and Qualtrics Essentials Certificates

• Assessing immigration situation based on clients’ circumstances.
• Advising visa options for individuals who wants to visit, migrate or live in Australia.
• Providing solution for temporary and permanent visa.
• Assisting with various visa and citizenship applications.

Key Achievements:
• Assisted various clients with multiple visa options in Australia.
• Maintained 98% success rate for visa applications.
• Successfully helped students with visa applications.

• Provide specialised career coaching to students, including guiding course selection, facilitating the enrolment process, and maintaining excellent levels of customer service.
• Control operational processes including credit, enrolment and class scheduling and ensuring the teamwork effectively with student-facing team.
• Manage multiple projects simultaneously and apply for degrees on behalf of the students.
• Facilitate regular training and coaching for the team on new products and campaigns to increase capabilities.
• Resolve escalated issues and managed the sales team when required.

Key Achievements
• Recognised as being in the top 25% of advisors for performance consistently.
• One of the top 10% of advisors to get the highest Student Happiness Score (SHS).
• Collaborated with the teams to deliver the workforce planning and operations management project, resulting in optimised team operation slots.

• Managed leads from multiple channels and oversaw resource allocation.
• Produced the campaigns and leads list daily and arranged continuous coaching/training based on campaign allocation.
• Accelerated productivity across the centre through effective workforce planning.
• Ensure the team action fresh leads within deadline-driven timelines.

• Directed development of all Open2Study courses and online advertisements for social media channels (Facebook, Instagram, Twitter, and LinkedIn).
• Provided leadership and technical support for students, using open communication and active listening skills.
• Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.

Key Achievements
• Successfully managed 32 online courses and assisted students with certificates after the successful closure of the business unit.
• Drove moderation of all online platforms including Open2Study community/course forums and all social media channels.
• Engaged external stakeholders (IT Catalyst and JS Sparrow) to maintain the optimal operation of the Open2Study webpage.

• Managed the tutor’s database to support tutors, delivering high-level administrative support to Manager and other staff member.
• Produced reports for senior management by acquiring student feedback.
• Supported the business with strategies to improve ranking and traffic by thoroughly researching keyword requirements.

• Designed and implemented engaging group projects that fostered teamwork, critical thinking, and problem-solving skills among students
• Developed innovative assessment methods to accurately measure student progress and identify areas for improvement..
• Implemented regular course evaluations to gather feedback from students, leading to continuous improvements in course content and delivery methods.
• Mentored students on career development and academic success, resulting in higher retention rates and improved post-graduation outcomes.
• Utilized various technology tools and platforms to enhance student learning.
• Encouraged students to think critically and develop problem-solving skills.

• Consistently received positive feedback from students on course evaluations, reflecting high levels of engagement and satisfaction with the quality of instruction provided.
• Attended faculty meetings and professional development opportunities to stay abreast of current teaching strategies and content knowledge related to various tools and software.
• Implemented project-based learning approaches, enabling students to apply theoretical knowledge to practical situations and strengthening problem-solving skills.
• Ensured course materials were accessible to all students by utilizing inclusive design principles when creating presentations, assignments, and other instructional resources.