Frank S. Email and Phone Number

Responsibility:- Manage and lead a team of student enrolment advisors (12-14 team members) to achieve and exceed KPIs/sales targets- Formulate Contact Strategy, SOP, resource management and allocation- Staff hiring and onboarding- Train, coach and mentor team members on sales skills/techniques, product knowledge/customer service, and organisational skills in preparing for future progression- Designed performance assessment metrics to track team daily activity against weekly goals- Regular update on competitor analysis by comparing similar product offering from different universities- Work closely with leaders from different functional departments seeking student experience maximisation on each stage in sales funnel (cycle)- Attend weekly forecasting and budgeting meeting with senior management- Chair daily team huddles to unpack opportunities for continuous improvement on service delivery andoperational efficiency- Prepare monthly operational report, leverage metrics to monitor sales performance against target- Document training materials for future reference (product information pack, call script, email template, general FAQs, Team Operational Handbook etc.)- Manage general resource allocation to optimise conversion on each program- Manage team performance and set up KPIs/Recognition and Rewards to drive team for success- Serve as point of escalation- Establish and maintain a positive team cultureAchievement:- Improved the annual team sales from 92% to 121% on managed portfolio of programs (MBA etc.)- Being selected by the business and successfully completed the Global “Future Leader Program “on SkillCamp- Created and maintained a positive team culture- Be the “point of contact “for team bonding activities. Organised 30+ team/business events at all levels

Responsibility:Account Management- Prepare and deliver presentations to partnered university on market trends, sales strategy, marketing strategy and revenue forecast, with a view to launching and developing new programs/courses- Demonstrated strong knowledge of university courses/programs- Built and maintained outstanding relationship with key stakeholders from partnered universitiesContinuous Improvement/Process Improvement- Work with University Coordinators and Learning Designers to redesign and restructure the courses based on students’ feedback and market insights/trend.- Review and refine current operational processes and procedures and look for ways to streamline workflows, automate processes and optimise all channels and systems.- Constantly review students’ feedback seeking experience optimisation and provide on time training to each SEA on customise customer service; Created a platform to document each case for future reference. Marketing / Student Success and Experience- Collaborate with Marketing Team to run marketing campaigns, identifying marketing channels that will lead to an increase in volume, sales, designing brochures and making decision on budget allocation.- Work with Marketing Team to run and participate events (Alumini Rewards, Open Day Webinars, Breakfast Catch Ups etc.) to promote partnered university to the wider community, engage with prospective customers and boost sales.

Responsibility:Sales & Operation- Convert sales leads for online postgraduate programs via high volume cold calls, outbound and inbound calls, emails and live chats- Conduct interviews for needs-based analysis with prospective students (mature aged working professionals),followed by applying consultative sales approach to prospective students on advising the course options, with the aim of enrolling students in suitable postgraduate courses (upsell & cross sell)- Be always customer centric, and be the point of contact throughout the entire enrolment journey- Effectively manage a pipeline/customer base of 150-200 students- Manage student information and applications through CRM system - Genesys Cloud (formerly PureCloud)Achievement:- 12% Conversion rate from new leads into sales (industry average 4%)- Awarded the of " Student Enrolment Advisor of the Year ", “Presidential Award Runner Up “- Consistently achieved 150% - 200% individual KPI and high NPS

Responsibilities:- Created own customer base by research, including business and key personnel in businesses- Gained new business and developed a strong pipeline that translates into consistent sales growth- Conducted a thorough needs analysis of prospective clients to understand their explicit and implied needs- Delivered compelling pitches to prospective clients including senior executives- Closed sales and achieved targets set by management- Built solid rapport with existing and new clients- Managed accounts to turn new clients into long term business partner- Increased company total profit by AUD $450K in 3 years- Successfully won long-term contracts with reputable business in Australia, such as Coles (AUD$300K per year) , SOTA packaging (USD$100K per year), Hawken Bakehouse (30K per year) etc.- Established a solid customer base with self-sourced leads