Melanie Fly

Effectively lead and ensure that the day cruise operations ran smoothly and delivering an exceptional customer experience. Ensure the vessel, staff and passengers safety was maintained at all times.

• Welcome customers warmly and ensure all of their needs are met during the cruise.
• Anticipate customer needs and be available to offer assistance and customer service.
• Develop, coach and mentor crew to be a high performing and customer experience focused team.
• Handling ropes and operating mooring equipment while berthing and unberthing.
• Barista duties, serving of alcohol, Food-handling, including preparing and serving.
• Money handling
• Cleaning of vessel before and after cruises
• Stock control

Develop and deliver training for best practices in skills development within the Student Acquisition and Student Success teams based on opportunities to drive greater performance, using insights and recommendations from our Senior Customer Insights Analyst and Operations Manager.

• Develop, deliver and facilitate trainings in an engaging, positive and professional manner.
• Monitoring performance after training sessions to ensure the training was embedded.
• Onboarding and training of all new staff.
• Quality Assurance assessments on staffs calls.
• Stakeholder management and collaboration to discuss training needs and priorities.

Leading a sales team of Enrolment Advisors to deliver exceptional experience to prospective students and successfully achieve business targets and objectives.

• Weekly check ins and coaching sessions with staff individually to discuss areas of focus and goals for the week
• Fortnightly 1on1 meetings with staff individually to discuss performance and development
• Monthly Quality Assurance call assessment feedback with staff individually
• Adhoc performance discussions and management of escalations
• Performance management of staff
• End of Teaching Period review (every 2 months) on staff
• Onboarding of new staff, including interviewing, and training
• Create and communicate rosters
• Internal and external stakeholder management
• Incentive reports every 2 months
• Calculation and communication of targets to staff
• Identify trends from lead data through Salesforce reporting and Microsoft Excel and formulate valuable and credible insights and actions and measure success.
• Adhoc assistance on projects and initiatives with Operations team

Reporting to Operations Manager, I would support and drive improvements in team performance to deliver exceptional team performance and achieve business objectives.

• Identify trends from lead data through Salesforce reporting and Microsoft Excel and formulate valuable and credible insights and actions and measure success.
• Ad Hoc reporting, projects and initiatives from small and large data sets.
• Internal and external stakeholder management
• Creation of reports and presentations for new business proposals and improvements .
  Support with systems testing on Salesforce CRM and websites
• Conduct audits on business processes and staff
• Onboarding of new staff and creation of onboarding training plans
• Coaching and development of staff
• Attend team meetings and cross-functional meetings
• Backfill Team Leaders for annual leave

Responsible for growing new student enrolments by facilitating prospective students through the course application and enrolment process on behalf of our partner universities.

• Warm outbound calls to prospective students
• Inbound call taking and Live Chat service
• Consultative conversations with students delivering exceptional customer service and offering solutions to students based on their individual circumstances
• Ad Hoc reporting, projects and initiatives
• Conduct audits on business processes and staff
• Gathering of insights on a weekly basis and report to Team Leader
• Attend team meetings and cross-functional meetings