Serena Zha
Kings Park,NSW
Summary
Dedicated and empathetic Student Services professional with a background in ELICOS education and academic administration. Experienced in student advising, enrolment coordination, compliance monitoring, and delivering frontline support to diverse student populations. Skilled in maintaining accurate records, managing student enquiries, and supporting student well-being through timely and responsive service. Committed to enhancing the student experience and contributing to educational success in dynamic institutional environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Student Services Officer & Academic Support
Harbourside Institute of Australia
03.2025 - Current
- Manage enrolments and course registrations for a student cohort of over 2,000 across multiple intakes.
- Prepare and maintain VET course materials on Moodle and update academic records using RTO Manager.
- Issued over 250 academic warnings and coordinated around 20 intervention meetings to support students at risk.
- Resolved nearly 200 urgent marking requests, ensuring timely academic feedback for students.
- Liaise with staff and trainers to manage student enquiries and meet academic and compliance deadlines.
- Provide administrative and compliance support to the academic department, including reporting and documentation.
- Support General English trainers with assessment selection and preparation of student progress reports.
Student Services Officer
Alpha English Academy, Haymarket
12.2023 - 10.2024
- Created student ID cards and maintained accurate records using Excel, Word, and internal systems.
- Monitored and recorded weekly attendance to ensure compliance with academic and reporting standards.
- Responded to student enquiries via email and face-to-face, delivering prompt and effective support.
- Coordinated class timetables and supported document management and filing processes.
ELICOS Teacher - General English
Alpha English Academy, Haymarket
12.2023 - 10.2024
- Designed and delivered interactive lessons for students across various English proficiency levels.
- Developed teaching materials using PowerPoint, integrating multimedia to enhance engagement and comprehension.
- Tracked student progress and maintained accurate academic records and reports.
- Assisted in coordinating classroom activities and workshops to boost student participation.
- Maintained regular communication with students and staff to support learning outcomes and well-being.
ELICOS Trainer and Assessor - General English
Australian Global College
10.2023 - 12.2023
- Delivered and assessed General English lessons in accordance with a structured curriculum.
- Developed learning materials and assisted tutors with classroom management.
- Maintained accurate records of student performance and academic progress.
Placement EFL Teacher (Group Manager)
Monash University
04.2023 - 05.2023
- Managed internship logistics and scheduling, recognized for professionalism and outstanding PowerPoint design.
Early Childhood Inclusive Educator
TeamKids
12.2022 - 02.2023
- Ensured the safety and well-being of children in a supportive and inclusive environment.
- Fostered positive communication with children and parents to enhance learning and engagement.
Inventions and Innovations Project Leader
Cambridge University Study Tour
07.2018
- Coordinated student records and timetables, ensuring smooth communication between students and tour leaders.
- Led the team in completing the Inventions and Innovations project.
Education
Master of TESOL - English to Speakers of Other Languages (TESOL)
Monash University
06.2023
Bachelor of Economics - undefined
Nanjing University of Finance and Economics
06.2020
Skills
- Administration and Record Management
- Student advocacy
- Writing and editing
- Communication and Interpersonal Skills
- Multilingual Communication
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Critical thinking
Certification
- Mental Health First Aid Certificate
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Google Workspace (Docs, Sheets, Slides, Gmail)
- Experienced with SharePoint for document management, collaboration, and internal communication
Languages
English (Fluent)
Mandarin Chinese (Native)
Timeline
Student Services Officer & Academic Support
Harbourside Institute of Australia
03.2025 - Current
Student Services Officer
Alpha English Academy, Haymarket
12.2023 - 10.2024
ELICOS Teacher - General English
Alpha English Academy, Haymarket
12.2023 - 10.2024
ELICOS Trainer and Assessor - General English
Australian Global College
10.2023 - 12.2023
Placement EFL Teacher (Group Manager)
Monash University
04.2023 - 05.2023
Early Childhood Inclusive Educator
TeamKids
12.2022 - 02.2023
Inventions and Innovations Project Leader
Cambridge University Study Tour
07.2018
Bachelor of Economics - undefined
Nanjing University of Finance and Economics
Master of TESOL - English to Speakers of Other Languages (TESOL)
Monash University
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