My primary role at the ASK La Trobe team was working in our Virtual (Call Centre) department as a front-line student advisor. Queries were broad, ranging from enrolments and offers to fees and international enquiries. Therefore, it was integral to communicate effectively within the Student Services departments and use the University systems to answer student enquiries. I am also assigned to the Social Media team for ASK La Trobe using Hootsuite to answer student enquiries.. The use of University systems such as Oracle, Student Management System (SIS), and Cisco Finesse, were at the core of the Senior Customer Service working day, and I became quickly comfortable in navigating these systems during my training

Role Break-down: Processing of High Risk Permits, Signing in and out of on-site keys, Assisting Stakeholders and Contractors with signing in, Inbound Calls, CRMs and Emails, Highly professional telephone manner, Multi-tasking and Time management, Staff support, Document Assessment, Specialist International Call Line, Understanding of complex University enquiries and processes, leading team briefings (when requested)

Key duties include: Updating client records, Liaising with studios, Liaising with the diary team, KPI targets, Emailing and/ or texting clients, Diary management, Rescheduling/ Postponing sessions, Keeping a daily tracker, strict KPI standards, emailing and sms contacting client, Outbound and inbound calls.