Lisa Pham Email and Phone Number

Part of the Business Development and Commercial arm of UNSW's Division of Research & Enterprise. To identify commercial pathways on existing and developing technology through research partnerships (collaborative, contract), licenses, spinouts and Intellectual Property. I am responsible for identifying commercialisation opportunities, managing the technology and disclosures, undertaking market research and due diligence checks, engaging commercial partners and internal academia, as well as facilitating with cross collaborations across different universities.I also manage contractual obligations - identify potential risks and solutions to ensure limited exposure through constant work with Legal Counsel and other parties. My goal is to help our academia and industry partners connect through the correct alignment of technology and business objectives.

Part of the commercial arm of UNSW's Division of Research & Enterprise. Focus on 3 project arms: Expert Opinions in the Legal industry, Consulting: Knowledge & Research with Academia and Bidding for Government Tenders. Bridging the gap between academia, industry and government bodies through building partnerships and strong project management.I am responsible for identifying challenges, milestones and mitigating risks in order for projects to run smoothly. My goal is to help our clients achieve their business objectives by building and maintaining relationships, stakeholder management and ensuring projects are delivered in a timely manner. A large part of my role involves contract negotiations and liaising with Legal Counsel to reach the best commercial decisions and terms are executed for the University. I also manage the lead in bidding for Government and Private Tenders. This involves gathering sourcing academics and professional staff, aligning resources to meet capabilities, ensuring milestone deliverables are met. I'm also responsible for planning and managing budgets, including additional costs.

SEEK allows people and education providers to achieve long term success by helping prospective students find the right course. Alignment with career outcomes is crucial and is achieved through a consultative approach. A product expert that consistently delivers long term value for students and education providers by building partnerships, strong relationships, providing end-to-end customer support, delivering effective training, meeting customer expectations and achieving business objectives. Strong focus on customer's experience, satisfaction and engagement by optimizing user journey through efficient systems and sales processes.KEY ACHIEVEMENTS:•Top performer in a B2C environment – achieving strong results on sales targets and KPIs•Awarded Top 3 Education Advisors for the best Retention Rate (2017,2018) •Awarded the ‘Green Submarine: Move Fast’ Award (2018)• Participated in SEEK Hackathon 11 (2018) – collaborating with the content, UX and digital team to design a Course Discovery Tool to improve user experience by reducing the anxiety and stress of users when making studying decisions • Initiating & managing the Live Chat project - with the objective of increasing visits and inquiries to the website with a friendly- customer approach. Over a 12-week trial period, visits increased to 5.8% from 4% with positive user engagement (NPS scores).

Politix aims to deliver a luxury experience through product knowledge, consultation and building strong relationships with current and future clients. A strong focus on customer service, support and sales. Strong track record on creating value for the store – leading sales team to exceed targets consistently (overachieving at 20% weekly), training new on-board team members on sales techniques and team product training on a regular basis. Strong interest in creating unique training support material to add value for the product (increase sales capability, client relationships, customer engagement and satisfaction). Provide a motivating, high energy and safe culture for the team to thrive in.KEY ACHIEVEMENTS: • Top 3 High Performers of the Australia & New Zealand Business (2012 - 2016) • Top 5 Performing Stores across the Australia & New Zealand (2012 - 2016)• Top 3 Performing Stores across New South Wales (2012- 2016)

This secondment focused on building client relationships and strengthening existing partnerships to deliver customer success. Creating long term value by helping organisations achieve optimal user journey experience on their digital platforms. Daily role entails scoping client’s objectives, discovering the challenges they face and providing solutions that tailor to their needs. A strong element of customer support – resolving any issues or complaints in a timely manner to retain customer engagement. Being the customer advocate - collaborating with the UX and Content team to enhance customer experience across all client channels (Website and Application Optimisation). Also supporting Client Services Account Manager with email queries, accounts, general administration and collateral changes to ensure a smooth end-to-end experience.

Building strong relationships to achieve customer success. This project had strong focus scoping out the client’s brand awareness objectives, identifying existing factors influencing brand awareness, marketing competitive positioning and areas of opportunity for growth.Conducting primary research with over 60 respondents to gain customer insights - discover what the market demands and brand perception. Providing feedback to the client on the insights to assist with marketing solutions focusing on consumer engagement and awareness.