Experience

• 

  Institute of advanced technology

  Apr 2008 - now

  Key Responsibilities• Build, share and live IAT’s vision and mission• Aggressively sell each product through the centre front office so as to ensure set targets are met• Implement and maintain quality systems, procedures and standards.• Facilitate effective and prompt communications within the centre and with the Headoffice.• Monitor & report on instructor requirements, seek approval to add head count and participate in the recruitment process• Identify non-faculty staff requirements, seek approval to add headcount, inform HR and participate in the recruitment process• Implement a performance driven culture and ensure high morale, motivation and discipline of staff.• Carry out departmental staff performance appraisals.• Ensure that schedules are implemented and adhered to• Create a strong focus on customer care within the centre• Supervise and monitor sales performance of career counsellors• Allocate work to subordinates ensuring high staff productivity• Collect and analyse data about the centre and report recommendations or decisions in BUS-OPS meetings.• Understand customer expectations and requirements and ensure the centre is equipped (including staffing) to meet them• Handle customer complaints• Monitor key performance parameters of subordinates through regular review• Identify staff potential and develop it to the advantage of the organisation and the individuals’ career growth. Ensure the staff are competent to do their job or have them trained.• Monitor and control the centre’s expenses• Participate in internal quality audits as an internal auditor• Participate in the Quality Systems Review meetings• Minimise loss of revenue by balancing between product availability and capacity utilisation.• Draw and implement a profitable annual budget for the centre – taking into account realistic growth projections within the centre• Project and promote a professional environment in the centre and to all IAT customers Show less • To ensure that the department runs smoothly, and that all Front Office procedures are carried out effectively and implement company policy, systems within the department.• Ensure effective operations in the front office process (i.e. sales, registration).• Ensure scheduled courses are filled and begin on assigned dates and inform operations Manager on new course requirements & request for scheduling of courses in high demand. • Handle student problems, through solving them with the concerned party, or by logging Customer Complaints.• Prepare monthly reports and ensure all forms used in front office are current, well maintained • Meet and exceed set individual targets.• Ensure reduction of debt within the centre by collecting student balances in a timely manner,and ensuring students with balances do not attend class beyond the stipulated period. • Planning, organizing and participate in marketing activities so as to promote IAT’s products to the general public with a view towards gaining new registrations. • Manage Petty cash Show less • To ensure that an enquiry is always received with courtesy and warmth and to positively project IAT’s image to visitors, clients and enquirers. • Maintain high levels of customer focus and Show initiative in improving services offered through Front Office.• To effectively implement company policy, systems and procedures within the Front Office & the centre• To ensure that an enquiry’s information is captured accurately and a report is given to the Centre Manager at the end of each day.• To handle telephone enquiries and provide information to them as necessary.• To effectively handle registration, debt collection and other student issues.• Ensure all relevant documents for the test centre are accurate and are forwarded to the test centre in a timely manner.• Handle student problems, through referring them to the concerned party, or by logging Customer Complaints with Centre Manager. Show less

  • Branch Manager

    Mar 2017 - now

  • Front Office Operations Manager

    Nov 2010 - now

  • Customer Service Assistant

    Apr 2008 - Oct 2010