Francesca Ham Email & Phone Number

Sydney, New South Wales, Australia

• Manage 13 Customer Service Representatives (CSR) of ACT, NSW, QLD and NT Team including training, company procedures and policies
• Work closely with State Account Managers to provide the most efficient and appropriate customer services and achieve company targets
• Responsible to provide product training, discuss technical aspects about a product and communicate marketing campaigns to clients including major Universities, Education Institutions and Education Agency.
• Responsible to assist to resolve any escalation from the team, clients and customers
• Responsible to field customer inquiries and resolving customer complaints
• Responsible to organize and attend the orientation program, marketing material and merchandise to provide product information to clients and students

Sydney, New South Wales, Australia

• Manage 22 Customer Service Representatives (CSR) of ACT, NSW and WA Team including training, company procedures and policies
• Work closely with State Account Managers to provide the most efficient and appropriate customer services and achieve company targets
• Responsible to provide product training, discuss technical aspects about a product and communicate marketing campaigns to clients including major Universities
• Responsible to assist to resolve any escalation from the team, clients and customers
• Responsible to field customer inquiries and resolving customer complaints
• Responsible to organize and attend the orientation program, marketing material and merchandise to provide product information to clients and students

Sydney, Australia

• Manage 15 Customer Service Representatives (CSR) of ACT and NSW Team
• Provide ongoing training to CSRs team and develop training materials
• Responsible to ensure CSRs team in ACT and NSW follow proper business practices, auditing files, and ensuring excellent face to face, phone and online customer services
• Work with State account management team to achieve company targets each year
• Develop and implements processes and procedures to improve operational efficiency
• Cooperating with business partners including key educational institutions and education agencies to assist via training of operational procedure and product information

Sydney, Australia

• Report to the National Account Manager regarding ACT and NSW Clients account management
• Responsible to maintain clients relationship and keep building network
• Responsible for business development opportunity within international health industry
• Promote products and new campaign to clients and industry

Sydney, Australia

• Identify, develop and evaluate marketing strategies based on knowledge of company objectives and market trends
• Increased sales in targeted markets such as Korea, Japan, Mongolia, South East Asia and Eastern Europe
• Recruiting and maintaining of agents representing the college
• Market analysis and monitoring of commercial opportunities and threats
• Strategic competitive analysis by assessing strengths and weaknesses of competitors
• Managed new product marketing and content releases for targeted agents

Sydney, Australia

• Developed relationship with institutions, handled representative agreements
• Monitoring, developing and evaluating market strategies – reporting and budgeting
• Organize company promotion on-shore and off- shore
• Staff training
• Recruitment of new clients
• Developing new communication strategies

Sydney, Australia

• Administrative responsibilities
• Budgeting, book keeping, marketing
• Established new client database
• Coordinating and managing stock take
• Contract management
• Shipping arrangement management

Sydney, Australia

• Research for magazine, design, promotion, marketing and sales-related to developing magazine

Sydney, Australia

• Script writing, song selection presenter
• DJ for Korean Community

Bachelor Of Arts (B.A.)

Diploma Of Business, Business

High School Certificate

Provide First Aid Course, First Aid