Led a team responsible for onboarding and managing delivery of client programs.Recruited, led and mentored a high performing team of seven. Designed and implemented business process improvements including the build and implementation of a project management framework utilised across the business. Led and managed the effective delivery of programs and services to clients.Implementation of a new quality management system, re-registration and management of the Deakin University RTO. Collaborated on and co-designed assessment and learning materials with subject matter experts and clients. Quality management of assessment including validation, mapping and updating of assessment.Led the tech transition of the organisations credential assessment and LMS platformsFinancial management of client and departmental budgets and projects within agreed contractual, timeline and financial agreements.Contributed to the strategy and vision of DeakinCo.

Leadership – Providing leadership to a team of project managers and coordinators, developing capability and providing overall guidance, support and feedback.Strategic Planning – Setting out key priorities and strategic initiatives in alignment with organisational objectives.Customer Excellence – Ensuring outstanding service delivery to customers and clients and programs are delivered in alignment with agreed objectives, demonstrating a measurable return on investment. Consistently achieving feedback scores from participants and clients YOY across above 90%. Compliance – Oversight of all projects for delivery in line with ASQA and Australian Qualifications Framework (AQF) standards.Financial Management - Supported the implementation of Salesforce and developed new processes and effective reporting for accurate forecasting of revenue, profitability management and timely invoicing. Operational Management - Implementing operational changes and process improvements to enhance efficiencies. Participated in and led business process mapping initiatives to identify pain points and inefficiencies across the business.

Project Management - Provided oversight and effective project management of consulting projects to ensure they were delivered on time, within scope and to budget.Stakeholder Management – Built and maintained positive ongoing relationships with internal and external stakeholders to ensure the objectives of the University and client were met.Financial Management – Created and monitored project budgets, identifying areas for cost saving and highlighted at risk areas, managing scope creep.Account Management - Monitored and evaluated the effectiveness of learning and development programs, reported outcomes to clients and stakeholders and promoted additional training opportunities.Compliance - Managed all programs to quality and compliance standards as per ASQA guidelines and Australian Qualifications Framework (AQF) standards.Consulting – Consulted with corporate and Government clients to understand organisational needs and tailor learning solutions accordingly.

Operational Management – Oversaw the development and delivery of multiple training programs and implemented continuous improvement strategies.Client Relationship Management – Engaged and built sustainable and mutually rewarding partnerships with labour hire and enterprise clients to meet business needs.Financial Management – Utilised costing tools to ensure programs were delivered in line with budget requirements and revenue margins were effectively reached.Leadership Development – Guided, supported and mentored team members. Compliance - Adhered to ASQA guidelines and effectively communicated information regarding Australian Qualifications Framework (AQF), Training Packages and Victorian Training Guarantee (VTG) funding.Key Achievement:Applied gap training solutions for students across 3 qualifications deemed non-compliant, providing opportunities to successfully complete and be awarded their certificates.

Course Management – Executed the end-to-end process and for development and delivery of fortnightly programs across Melbourne metro.Business Development - Gained strategic practice in sales meetings with prospective clients at an executive level, promoting our services and building mutually rewarding partnerships.Student Engagement & Retention - Demonstrated high commitment to the student experience by supporting them on their learning journey and career development paths.Calendar Coordination – Scheduled all blue-collar courses and ensured all relevant personnel were kept up to date with course information.Trainer Coordination - Scheduled and confirmed bookings, approved invoices and provided ongoing support throughout the duration of the program.Venue Management – Determined resource allocation and established dependable relationships with providers in each location. Marketing – Collaborated with the marketing team to develop sales and marketing strategies as well as content for promotional material.

Account Management – Maintained partnerships with over 10 reputable recruitment agencies in offering their candidates the opportunity to up-skill. Student Engagement – Facilitated information sessions for prospective students by delivering 60-minute presentations to provide relevant course details before guiding them through necessary documents and attending to any queries or concerns.Mentoring – Supported the learning and development needs of students through course and career related advice.Key Achievement:Collaborated with IT to effectively implement and roll out Salesforce database, and delivered training to assist other team members with learning the processes and system features.Admin Operations – Processed student enrolment forms, updated Salesforce database with workshops and attendance, and collated feedback reports.

Client Support – Liaised with recruitment agencies to offer industry advice and course information, provided candidate feedback and attendance reportsStudent Support – Conducted weekly enrolment sessions to guide students through the registration process, and assisted with queries and concerns.Course Administration – Ensured paperwork was in line with compliance guidelines, prepared resources, and arranged set-up of venues to support facilitator

Customer Service – Demonstrated product and service knowledge in assisting customers with purchase options, handling customer enquiries and offering personalised solutions. Sales – Consistently achieved the highest sales results in our team, exceeded KPIs and maximising on up-selling and cross-selling opportunities.Leadership – Assumed management roles which included conducting team meetings, overseeing store operations and supporting the training and development of staff members.

Retail assistant: customer service, merchandise sales, cash and credit transactions, organising stock.Ticket sales: use of ticketing system, customer relations (including dealing with complaints, language barriers and managing the timely flow of large numbers of tourists).Promoted to co-run and develop the new activities and customer service desk which involved organising group bookings and reservations, assisting with customer queries and the sale of various tourist attractions in the area.

Accounts Receivable and Payable - Approving and recording invoice details, bank reconciliation, cash handling, end of month processing and managing overdue accountsAdministration – Data entry, filing, and attending to phone enquiries