Danielle Green

Experience

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  Telstra Global

  Jul 2006 - May 2015

  Manager/ Team Leader

  Consistently exceeded sales target expectations month on month (individual sales products and additional add-on services)Consistently exceeded all retention targets provided to maintain my customer based and quality of brandEffective coaching conversations tailored to selling period, current campaigns, required products and new offersStakeholder management through omni channel approach – key updates / product training / process managementRecruitment of new staff / Induction Training / Specialised support model approachMentoring staff and opening up key opportunities to improve skill and allow for growthCreation and implementation of improved Call Quality and Coaching documentationWorking effectively with other stakeholders focusing on change management approachHandling complex enquiries – escalating through other departments to resolve customer issuesGranular reporting on results, operational effectiveness, productivity, engagement and customer satisfaction results. Show less

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  Flight Centre

  Aug 2008 - Jul 2009

  Travel Consultant

  Handling over the phone and face to face customer enquiries/ bookings for national and international travel

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  Australian Institute of Business

  May 2015 - Jun 2018

  Team Leader: Student Recruitment and Student Relations

  Managing a team based across three different departments critical to the success of the student journeyCreation, Recruitment, and Implementation of the Enrolment Support Specialist TeamCreation and Training rollout for the Quality Assurance FrameworkExceeding Key Performance Indicators month on month including First Response Time, Case Resolution, Rollover Completions and Quality Assurance ObservationsLiaising with Key Stakeholders focused on the continuous improvement of conversion from sale to enrolment and overall completion ratesEarned commendations from client executives for communication deliverables that targeted Desired audiences and articulated the value of products and servicesCreation and hosting of large-scale Corporate EventsEffective coaching/mentoring provided month on monthConsistently achieved and exceeded budgeted targets to ensure the successful implementation of future programs Show less

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  University of Adelaide

  Jan 2018 - Jun 2018

  Specialist Coordinator

  Creation and implementation of new Standard Operating Procedure for front of house staffEffective coaching/training provided week on week to ensure high quality face to face interactions – tailoring the approach to suit the individualLiaising with key stakeholders across schools/divisions to improve front of house operationsRecruitment, training and mentoring of new Student Support Officer’sHandling complex student escalationsManaging scheduling, machinery, processes, and escalation of all student identification enquiries. Responsible for managing the daily operations of the Ask Adelaide front of house department including monitoring the student spaces. Show less

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  University of South Australia

  Jun 2018 - Mar 2023

  Successful collaboration regarding design, development, and implementation of the contact center solution (Genesys Cloud).Collaborated with key stakeholders from listed divisions on needs analysis, data collection, media creation, training, and process documentation.Proactively sought feedback on all phases of the project to ensure alignment to all business unit requirements and steering committee expectations.Fostered strong relationships with Information Services and Technology staff to ensure implementation aligned to other active systems in place across university. Ongoing collaboration and support to multiple business units regarding ongoing needs relating to the contact center solution. Design, development, and implementation of the Student Liaison Team workflow through Genesys PureCloud. Allowing for automatic allocation of workload based on degree, preference number and offer rounds. Show less Leading, coaching, motivating and mentoring a team of Degree Advisers dedicated to handling leads from enquiry through to approved applicationsAchieving application and operational excellence targets each study periodImplementation of the Lead Management process including prioritization of workload based on specific skills/rules imbedded into the CRM systemFormal review of admission documentation to ensure alignment to university entry requirement regulationsLiaising with the Communications and Marketing team regarding campaign management, data collection, promotional materials, lead quality.Liaising with Lead Referral Partners to ensure quality lead management process in place, feedback loop regarding contactability, confidentiality compliance and upskilling staff on newly launched degrees. **Lead Referral Partners including Open Universities Australia, SEEK and Career FAQs**Continuous stakeholder communications between key departments across the university to ensure alignment regarding admissions quality, entry verification, equivalency confirmation and upskilling of process changesProviding a positive and supportive team culture for all staff allowing them to grow within their role and be given additional opportunities to expand their own skills Show less

  • Manager: Recruitment, Admissions and Support

    Apr 2022 - Mar 2023

  • CCS Project Transition Coordinator

    Jul 2019 - Apr 2022

  • Team Leader: Enquiries and Admissions

    Jun 2018 - Apr 2022
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  University of Adelaide

  Mar 2023 - Apr 2024

  Overseeing the successful execution of the design, development and delivery of in-house capabilities for online courses and programs, including those specifically embedded with third parties. Supporting the Program Director, Online I play a critical role in the initial phase of establishing a comprehensive online Learning and Teaching infrastructure, encompassing lead generation, online learner support functions and an expanded product range.

  • Program Manager, Online

    Dec 2023 - Apr 2024

  • Project Lead, Online Student Support and Retention

    Mar 2023 - Jan 2024
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  Flinders University

  Apr 2024 - now

  Head of Prospect Management

  The Head of Prospect Management is accountable for developing and implementing effective strategies to attract, nurture and convert prospective students.Working closely with key members of the Marketing and Student Recruitment team, the Head of Prospect Management will lead the development of the University’s domestic recruitment and prospect management strategies for existing and new markets. This position manages the prospective students team responsible for schools outreach and a dedicated contact centre which will deliver high quality inbound (call and chat) and outbound services to prospective students.The Head of Prospect Management provides leadership to the Contact Centre and Prospective Student Managers to support them in leading high performing teams and developing capabilities within the team to achieve growth in University student numbers through one on one team coaching and performance feedback. Show less