Rob Gray Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

Student Communications And Information

Responsible for the operational delivery of innovative, high-quality, and timely divisional and organisational communications.Key Highlights and Responsibilities:• Leverage, innovate, and adapt on organisational information management systems to centralise and streamline stakeholder engagement and communication planning. o Utlisied the Microsoft Power Platform to develop an automatic communication request and storage systemo Created Knowledge Management database of operational and user guideso Mapped key communication activities against operational schedules to engagement and reduce overlap and communication fatigueo Embedded custom Insight CRM interactive dashboards to streamline content and contact list management processeso Ensured communications aligned with organisational branding and values, and aligned with official Australian Communications and Media Authority policies and regulations• Provide reports and analysis on engagement statistics and emerging trends across communication channels to anticipate and solve emerging issues, ultimately improving the quality and efficacy of communications.o Developed and maintained live Microsoft PowerBI dashboards of campaign engagement data to support management decision making and evaluationo Employed reporting tools Qualtrics and Click Dimensions forms to gather and analyse quantitative and qualitative feedback• Initiate and nurture professional working relationships with critical stakeholders to collaborate on communication plans.o Cultivated a trusted and valued service reputation through consistent and timely stakeholder request fulfilmento Coordinated universal content and communication plan schedules, employing advanced customer data manipulation to create highly tailored and consistent experiences, reducing internal team and stakeholder overheado Provided technical support, high-level communication planning, customer behavior analytics, channel usage and engagement statistics to internal teams

Student Information Systems

Delivered the Admissions Solutions Review; an establishing project for the student systems refresh initiative, outlining the key processes and systems in the admissions and scholarships landscape at UNSW.Key Highlights, Responsibilities and Outputs:• Produced visual process maps and system review documentation at a high-level to consolidate previously uncategorised information.o Utilised Microsoft Visio to capture complex key applicant pathway steps alongside internal stakeholder processes in the review, evaluation, and outcome of applications in cross-functional visual process maps.o Compiled core details of admission software and solutions to highlight existing integration capabilities and end-of-life projections.• Engaged with internal UNSW stakeholders and subject-matter-experts (SME) to investigate process pain-points and verify produced documentation.o Created an SME database on Confluence to facilitate critical touch points and further project and stakeholder engagement.o Reconnected business and technical stakeholders on related processes and systems after disruptions from workplace change.o Collaborated with senior Admission leadership to run workshops to understand system and process limitations impacting Undergraduate and Postgraduate application turnaround times.• Presented project outputs and summary findings to senior leadership to inform next step prioritisation.o Applied strength, weakness, opportunity, threat (SWOT) analysis to exhibit systemic elements of the admission and scholarship landscape.o Recommended short- and long-term solutions aligned to UNSW values and 2025 strategy, respective of UNSW’s current technical state.

The Nucleus: Student Hub

Oversaw key project initiatives supporting the transformation of the former UNSW Student Central office to the centralised UNSW The Nucleus: Student Hub.Key Highlights and Responsibilities:• Organised and oversaw the first proactive outbound communication campaign to directly inform students of annual enrolment procedures. Successfully managed two campaigns in 2019 reaching over 2500 Students in multiple rounds.• Key contributor towards planning and launch of The Digital Hub, a centralised repository of online content created as part of the Digital Content Strategy.• Escalation point for troubleshooting, training, and training materials. Performed ad-hoc reporting from SiMS, Insight CRM, and other University data sources to inform decisions and improve business processes. • Transformed the existing Procedural Guides into an online interactive SharePoint resource.• Liaised closely with the UNSW Insight CRM team to develop and implement online web forms replacing legacy paper applications.• Utilised internal platforms to support communication between internal teams to improve customer experience and centralise contact points.• Coordinated an automated, personalised process to bulk-issue electronic letters for Centrelink purposes utilizing Adobe Acrobat, Microsoft Word, Excel and Outlook.• Management of the Getting Started student support service targeting commencing student induction. Liaised with The Nucleus: Student Hub Team Leaders, providing resources and training for service scalability.

Student Central

Tier 1 support for case-management escalation for complex and varied student administrative and program enquiries. Key Highlights and Responsibilities:• Used and developed business solution software; SmartQueue, Insight CRM and the Gallagher ID card system.• Created and maintained Procedural Guides for use in training and business process improvement. • Provided focused training to support staff on commencing student support services.• Acted in managerial role in the organisation of pop-up Getting Started services.• Piloted digital queuing system SmartQueue to facilitate student experience and enable data collection and analysis at a previously unexplored level.• Liaised with key internal stakeholders to facilitate holistic business process improvement.• Generated and processed official student documentation and letters including:• Processed data changes through the UNSW Student Information Management System (SiMS).

Student Central

First point of contact for student administrative and program management enquiries across in-person, phone, and email channels.Participated as a Microsoft Dynamics CRM (Insight CRM) early-adopter at UNSW, providing feedback and case testing.

Personalized tutoring sessions in French Language Studies, adapted to requirements and learning styles of students across a range of experience.

Range of food service responsibilities including waiting & serving, cashier and kitchen hand.