Chloe Hoang

• Managed the printing, reprinting, and distribution of official academic transcripts, ensuring timely processing and secure delivery using SITS Production, Sydney Student, Adobe Acrobat, Australia Post, and ServiceNow.
• Processed student and alumni name change requests, ensuring accurate updates to records and supporting documentation in compliance with University policies using Sydney Student, SITS, and ServiceNow (SNOW).
• Processed payments for academic services, administered invoicing tasks, and accurately tracked enquiries and transactions in Microsoft Excel to ensure financial integrity and compliance with University standards.
• Processed card payment transactions for academic services using SydPay, accurately recorded payment notes and transaction details in Microsoft Excel, and liaised with the Cards Team via Microsoft Teams and ServiceNow (SNOW) tickets to ensure timely payment verification, issue resolution, and accurate financial processing.
• Conducted thorough identity verification checks for students and alumni requesting academic services, maintaining high standards of security, confidentiality, and data accuracy using Sydney Student, SITS, and ServiceNow.
• Extracted, analysed, and managed student data using Microsoft Excel to support reporting and enhance record management processes for operational decision-making.
• Communicated complex or high-risk cases to Team Leaders or Managers, providing detailed documentation and insights for effective resolution and informed decision-making.
• Applied strong analytical and problem-solving skills to independently resolve complex administrative issues while adhering to University policies, procedures, and service standards.
• Demonstrated extensive hands-on experience with SITS, Sydney Student, ServiceNow (SNOW), and SydPay to manage student administration processes, including name changes, transcript requests, ID verification, payments, and case management.

• Managed patient scheduling and appointment confirmations for dental services.
• Answered incoming calls, scheduled appointments, and confirmed patient visits.
• Handled patient inquiries and provided information about dental procedures.
• Processed patient records and maintained confidentiality in a secure system.
• Coordinated insurance claims and verified patient coverage for treatments.
• Verified patient's eligibility for benefits under various insurance plans.
• Assisted dentists during procedures, ensuring patient comfort and safety.
• Sterilized instruments and maintained cleanliness of treatment areas.
• Prepared treatment rooms with necessary tools and materials for patient visits.

• Managed issuance of university cards for students, staff, alumni, and community borrowers with precision and efficiency.

• Supported ID card inquiries and issues, ensuring timely and accurate resolutions in-person and via email.

• Delivered prompt, professional customer service, fostering positive experiences for students and staff.

• Utilised strong organisational skills to handle a high volume of card tasks and conflicting demands.

• Applied analytical skills to troubleshoot ID-related issues independently and with the team.

• Maintained confidentiality and exercised sound judgment with sensitive information.

• Collaborated with colleagues to streamline operations and adapt to changing demands.

• Engaged in ongoing training to improve knowledge and contribute to continuous service improvement.

• Supported student and university card production by effectively using Gallagher, SydPay, the Transact Photo Portal, and Entrust.