The Chief Learning Experience Officer is responsible for the development of eddy’s online learning strategy and capability for our existing Colleges and University partners. The Chief Learning Experience Officer is also responsible for creating new partnerships (business development) by showcasing the market-leading Learning Management System and demonstrating our Course Development / Digital Production capability. The Chief Learning Experience Officer leads: - Digital Product - Course Development - Digital and Media Production- Education Delivery - Compliance and Quality Assurance - Student Experience

The Chief Education & Experience Officer leads all elements of Education Delivery, Student Experience, Compliance and Quality Assurance. The Chief Education & Experience Officer is also the CEO of the following RTOs:Open Colleges Integrated Care & Management Training College of Fashion Design

The General Manager, Student Experience is a strategic leadership role within Open Colleges. This role focuses on delivering a more consistent & integrated experience for students across every service and interaction, from commencement to graduation.

The Head of Student Engagement is a key education leadership role within Open Colleges. Accountable for the development and implementation of student success strategies to improve the overall student experience including student engagement / retention and to drive excellence in the delivery of non-academic student support services.• Manage, lead and develop best in class support services through a multi-channel, multi-location 70 seat contact centre• Analyse varied data sets to develop the student services division strategy and budget• Contribute to the strategic direction of the organisation as part of the leadership team• Provide operational leadership in use of technology (Student Systems, Online Learning platform, social media)• Drive quality and continuous improvement across the support services • Develop and implement communication strategies to enhance student engagement• Survey design and deployment • Provide input into course improvement initiatives• Supply chain management of physical learning materials• Develop and oversee the recruitment strategy new staff in line with the budget• Provide direction on escalated student processes, issues and complaints• Improve the scalability of service provision • Improve learner engagement and outcomes by driving effective on boarding and re-engagement servicesKey Achievements• In 2013 / 2014 support services received the highest levels of satisfaction in all surveys ranging between 4.1 to 4.6 on a 5 point scale• Ensured support services exceeded quality standards as demonstrated through 3 successfully ASQA audits• Key note speaker at the 2014 University Complaint Handling Forum at the Office of the NSW Ombudsman• Invited to provide input into the NSW Ombudsman research into the effect and the acceptable use of Social Media• Key note speaker at the 2014 Open Colleges Education Conference (300 attendees) on the use of Social Media in Education

The Head of Campus Operations provides operational leadership and strategy across the campuses and colleges within the faculty. Accountable for administration, facilities, budgeting and the overall student experience including student engagement / retention.• Development and management of CAPEX and OPEX budgets for three colleges over two campuses• Contribute to the strategic direction of the Health & Wellness faculty• Coordination of enrolment and orientation processes for three colleges• Management of student enrolments, admissions and student records• Responsible for compliance with regulatory requirements (CRICOS, ASQA and TEQSA)• Develop and implement communication and event strategies to enhance student engagement• Develop and oversee the recruitment strategy new staff in line with the budget• Management of the exam committee process for three colleges• Management the student library service across two campuses• Manage the relationships with internal and external stakeholders on all operational issues Key Achievements • Introduced new process leading to increased student satisfaction and retention• Designed and implemented a new orientation and on boarding program for new students• Identified and repaired over $100,000 of leaked claimable revenue• Project Management of campus moves into a new purpose built facility • Restructure of all operational teams to provide long term viability of the faculty• Led the Student Services Department to meet and exceed the DEEWR reporting deadlines • College preparation of successful CRICOS registration audit

In 2010 THINK Education Group was acquired by SEEK. As part of SEEKS ASX reporting requirements issues regarding THINK Education Group’s business processes were identified. As a result, three staff members (myself and two external) were allocated the task of redesigning and improvement business practices across the organisation. • Responsible for the redesign of nationwide Student Services processes • Responsible for the roll out of new technology and processes across multiple campuses• Contributor to the redesign of the company wide CRM• Standing member of the learning technology steering group• Management of key financial processes across all delivery locations• Contributed as SME for Student Services to the review of the student management system • Established best practice standards across the group and responsible for implementation at all delivery locations• Staff development, training, coaching, mentoring and monitoring• Quality assurance and compliance with regulations as set by government departments• Manage the relationships with internal and external stakeholders on all Student Administration issues Key Achievements• Winner of the 2011 inaugural THINK: Education Group / Seek Learning MVP award

The Student Services Manager was responsible for the management and delivery of Student Support, Student Administration and Library Services for the Northpoint Campus, servicing 3 colleges spanning both Vocational and Higher Education.• Management of the enrolment and orientation for new students (domestic and international) on a trimester basis• Responsible for compliance with regulatory requirements (CRICOS, ASQA and TEQSA)• Setting and monitoring Key Performance Indicators and Client Service Standards• Manage the relationships with internal and external stakeholders on all Student Administration issues• Management of the graduation process including ratification by the Academic BoardAchievements:• Selected to be a standing member of the Complaints and Appeals Committee• Member of the Academic Management Group• Chair of the Student Services Sub Committee• Selected to participate in the business improvement project

• Management of music events (live and clubs) from conception to marketing and event management• Establishment of a national music awards with key figures within music industry• Development of a nationwide booking service for Australian bands• Coordinated publicity for Australian bands through establishment of website with high trafficAchievements:• Met with members of the ARIA board to broaden scope of awards categories• National coverage of events including radio interviews with Triple J and Triple M; online through Fasterlouder, Blabbermouth, Westernfront, Metalhammer and Revolver; print through Sydney Morning Herald, Blunt, Drum Media, Brag and Australian Guitar

• Management of a high performing sales team across 3 states• Contribute to the strategic direction of the organization as part of Senior Management• Established and delivered sales team training and development programs• Reviewed and adjusted sales approach by course to improve sales conversion• Development of bonus and pay structure for sales staff• Receiving escalated complaints and problem solving• Establishment of sales targets and Key Performance Indicators • In-depth analysis and reporting of call and sales statistics • Campus events to improve brand awareness and sales conversion• Coordinated careers expos to drive lead generation• Quality assurance and compliance with regulations as set by government departmentsAchievements:• Implementation of a new CRM system to improve reporting capability• Record enrolment numbers for Sydney campus in for first intake • Increased conversion rates to record levels despite decreasing leads

Sales:• Management of a high performing, 50 seat inbound and outbound contact centre• Established and delivered sales team training and development programs• Monitored customer behavior to improve sales conversion• Developed copy for website to increase website traffic and lead generation• Quality assurance and performance monitoring of sales staff (including liaison with external mystery shoppers)• Project manager for the establishment of disaster recovery site for sales contact centreStudent Services:• Management of high performing support service team including mentors, workplace support, assessment management• Established and delivered team training and development programs• Quality assurance and performance monitoring of support staff (including liaison with external mystery shoppers)• Management of assessment processing team Achievements:• Excellent customer service skills and positive attitude as demonstrated by receiving sales employee of the year in 2005

• Prepared and delivered English language lessons using online conferencing technology for students of varying levels of ability, from Beginners to Advanced across Japan• Evaluated student progress and learner segments to tailor lessons accordingly• Used multimedia solutions to engage learners in the online classroom• Conducted online demonstration lessons to attract prospective new studentsAchievements:• Selected to proofread and review new learning materials

• Project manage the installation of phone and EFTPOS terminals for large corporate clients• Workforce planning of contract technicians to meet service level agreements• Responsible for the allocation of staff and planning of large scale technical instillations for major account holders• Project management of instillations and upgrades• Workflow process development• Prioritization of projects• Allocating and rostering of staff to key accounts• Liaising with technicians and account managers

• Prepared and delivered English language lessons for students of varying levels of ability, from Beginners to Advanced • Evaluated student progress and learner segments to tailor lessons accordingly• Assisted with school administration • Conducted demonstration lessons to attract prospective new students• Responsible for the retention of existing students • Cross sales and upselling programs to existing students• Development of learning materials and course content• Editing of student learning materials• Maintaining student records