London, England, United Kingdom
Bachelor of Arts Graduate Student in English with Creative Writing from Queen Mary, University of London. Aspiring to work in the Publishing industry.
As part of the Vice-President External Engagement (VPEE) team, I helped with administrative support on major outreach and events for the university. I delivered communications and marketing activities for various stakeholders including UCL staff, students, external stakeholders, and the public. This included: • Answering enquiries, issues, and complaints, following troubleshooting methods to reach resolution or escalating as appropriate about upcoming graduations to ensure exceptional customer care. • Making recommendations to improve customer care. • Supporting the generation of our graduation scripts and processing customer data, e.g. updating details, via our helpdesk and associated databases. • Noting minutes at various event meetings. • Aiding and providing general administrative support throughout the event team including, but not limited to, ordering events equipment or collateral as required, printing name badges, registration lists and events inboxes.
*EDUCATION GAP YEAR
I supported the Education and Student Experience Team under the Science and Engineering faculties for the School of Electronic Engineering and Computer Science and the School of Mathematical Sciences with the provision of teaching and teaching-relative activities. Main duties and responsibilities included: • Acting as frontline support for the Education and Student Experience Team and with the Student Support Officer with administration related to student support. • Supporting with the Exam Paper Production and Submission processes, including, contacting Module Organisers, tracking of exam paper status, adding/updating module sections, applying permissions on VLE (QMplus) and relevant tasks as required. • Processing of assessment marks, extract from VLE (QMplus) and learning activities (including tasks associated with assessment, i.e. copying and collating exam papers). • Maintaining various trackers, including interruption, withdrawals, offences and other trackers maintained by Teaching Services.
I acted as the first contact for student enquiries, advising on a wide range of course-related matters as well as dealing with general enquiries from prospective students. I handled routine administrative support to all members of the office and undertook specific tasks which involved: • Responding to enquiries from students, prospective students, visitors, and the public, supplying information or referring as appropriate. • Acting as a first point of contact for student enquiries via face-to-face, email, phone, and letter with ensuring accurate responses or referrals to the appropriate team within agreed timescales. • Communicating between students and the school on resolving complex enquiries and the distributions of information on courses, events, regulations, and facilities. • Supporting the organisation and distribution of course materials via the student records system (SITS) to access course details, update data, and respond to enquiries. • Assisting admin support for the Course Officers with data entry and updates on SITS and Moodle. • Producing the production of student handbooks, course materials, assessments and lecture notes in line with policy, quality assurance reviews, and processes. • Overseeing with School events such as registration, open days, assessments, and extracurricular activities.
I supported the CRM Team within Queen Mary University of London's Directorate of Marketing and Communications department by assisting with tracking tasks linked to ongoing bot mitigation measures and reviewing records on form consent updates and connector status from FormAssembly. Tasks included: • Checking verified FormAssembly submissions into Salesforce CRM. • Monitoring New Contacts reports to confirm successful record creation and flag anomalies. • Updating the teams daily processing tracker by logging recent submissions, form check times, and connector activity. • Maintaining the Form and Consent Tracker to include the updated consent wording and active connectors. • Reviewing the Programme picklists in Salesforce and Form Assembly • Switching on and off relevant FormAssembly connectors to prevent overnight bot submissions. • Identifying and report trends or anomalies to support longer-term mitigation and system improvements. • Liaising with the CRM Systems Manager and colleagues to ensure consistency and accuracy across all CRM data activities.
A Student Recruitment and Widening Participation Student Intern supporting, mainly with, the Education Liason department with office administration. Key responsibilities included: • Acting as the first point of contact for school and college enquiries. • Responding to School activity booking requests in a professional and timely manner. • Overseeing event logistics and resources for outreach activities in schools and colleges. • Coordinating ambassador bookings for outreach events in schools and colleges, including briefing ambassadors. • Responding to prospective student queries regarding outreach programmes. • Adhering to GDPR, CMA and Safeguarding regulations, and local and institutional risk assessments.
As an Enquiry Management Ambassador, I handled enquiries from Prospective Students and external stakeholders through the Prospective and Campus Tours inboxes, cases on Salesforce and all social media channels on SproutSocial. I acted as a mid-point between the relevant departments and the enquirer. Key responsibilities included: • Resolving enquiries using QMUL webpages for correct information. • Personalising responses by addressing enquirers by name and including relevant links for further information. • Guiding enquirers to our outreach hub and Unibuddy platform for additional support. • Managing your workflow by marking resolved queries as completed and flagging those needing further attention. • Creating a provisional rota for ambassadors monthly and sending it to the project lead for approval.