Eric Xu Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, New South Wales, Australia

The Student Help Advisor is responsible for a variety of different administrative functions, with a key focus to deliver high quality service across a wide range of student enquiries, putting the student experience as the primary focus of all activities. The role also contributes to the drive for continuous improvement in quality and process.Main responsibilities Summary:- Effectively coordinate and respond to, a high volume of student enquiries across all channels, providing accurate advice and assistance, escalating and referring to other teams when appropriate. - Support the Manager in achieving shared team KPIs, including meeting key SLAs. - Maintain thorough and accurate case notes and ensure all advice provided is in line with agreed quality and consistency standards. - Support with the onboarding and training of new staff, including casual Student Help Assistants. - Provide support for student experience activities e.g., orientation, careers fairs, open days as required. - Actively participate in and contribute to continuous improvement activities (including identifying barriers to customer service, recommending procedural and documentation improvements etc.)

The Student Help Specialist is responsible for delivering a range of high-quality services across a wide variety of administrative processes and student enquiries, via multiple channels. The role is expected to develop and maintain a broad range of knowledge and expertise across student services and is responsible for the case management and resolution of student enquiries and administration. In addition, this role acts as first line of escalation and will deputise for the Student Hub Manager when required.Specific accountabilities for this role include:• Effectively manage and respond to a high volume of student enquiries across all channels, maintaining a high level of service and performing against KPIs.• Serve as first point of escalation for complex enquiries, resolving where possible, or working with stakeholders to connect or escalate the case as appropriate.• Monitor and manage the flow of enquiries through the physical Nucleus space, and virtual phone/enquiry queues, ensuring resources are deployed effectively and escalating issues to the Team Lead.• Assist Team Lead with planning and management of peak periods and key student events, for example Getting Started. • Lead and manage the coaching for Student Help Advisors and casual Student Help Assistants as required.• Assist the Team Lead with maintaining, optimizing and delivering induction training, and regular refresher training, for staff.• Monitor stock levels for key office inventory, and manage replenishment.• Support Team Leads in delivering both RaSS & Nucleus: Student Hub strategies.• Deputise for Team Leads in key meetings, working groups and projects, as required.• Actively participate in and contribute to continuous improvement activities, including identifying barriers to customer service, recommending procedural and documentation improvements, and participating in peer-to-peer training, information sharing, collaborative working groups and project work as required.

Sydney, New South Wales, Australia

- Working with NSW Health to close the gap between health agency and Culturally and Linguistically Diverse communities (CALD).- Assisting with promotional campaigns to promote health care services.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

The New Migrant Advisory Group inform programs which aim to increase opportunities for everyone to participate in the social, economic and cultural life of their broader community through volunteering.

Sydney, New South Wales, Australia

- Working as a Tier 1 Casual Student Help Assistant at The Nucleus: Student Hub at UNSW.- Dealing with enquiries from UNSW stakeholders through Face to Face, Phone and Web.- Utilising CRM systems to provide assistance to various internal and external partners of UNSW.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

- Working under the Career Accelerator@UNSW Business School as a casual data and impact analyst.- Responsible for data cleaning and uploading process for myBCom and myMCom websites.

Sydney, New South Wales, Australia

- Project intern for the Equity, Diversity and Inclusion division (EDI) at UNSW Business School.- Assisted with key project deliveries and development.- Participated in the quarterly SDG and EDI committee meetings.

Sydney, New South Wales, Australia

- Marketing/Communication Team Leader oversaw 10 members and 2 social media accounts with over 6,000 followers.- Plan and organised over 30 events during the ambassadorship to support international students in Sydney.- Engaged with stakeholders from public and private sectors such as Study NSW, Australian International Sports Organisation and UNSW.

Australia

Master'S Degree, Economics And Finance / Strategy And Innovation

Bachelor Of Commerce - Bcom, Business Analytics, Weighted Average Marks 74.20/100

Bachelor Of Liberal Arts And Sciences, Political Economy

Transferred to UNSW after first year

Year 12, High School/Secondary Diplomas And Certificates

Activities and Societies: Chess full colours awardCaptain of Chess 2019 Vice Captain of Bishop Barker Harris House 2019