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• Attend industry events to build and maintain client relationship• Develop procedures, establish standards and ensure that appropriate service delivery occurs timely

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• Attend industry events including ISANA conference to build and maintain client relationship• Develop procedures, establish standards and ensure that appropriate service delivery occurs timely

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• 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• Cooperating with business partners including key educational institutions and education agencies to assist via training of operational procedure and product information• Responsible to organize orientation program and marketing materials for clients

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• Counselled students to ensure they achieve their academic goals and have greater experience

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 • Created and edited marketing materials • Student counselling including school enrollment from English school, kindergarten to PhD programs for domestic and international students. Specialized in junior to senior high school. • Assisting student visa applications including OSHC arrangements • Student orientation and general student inquiries • Accommodation arrangements

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