Rosanna Watson is applying for the position of Educational Planning and Retention Officer. She has 19 years of experience working in various roles at North Coast TAFE, including in customer service and as a section clerk. She has strong computer, organizational, and customer service skills. If selected for the role, Rosanna believes she can use her experience and skills to help students succeed and ensure North Coast TAFE meets its educational goals and requirements.

1. Rosanna Watson
0419 220 239 Job Application
Rosanna.watson2@tafensw.edu.au
Job application-00004T5-Educational Planning and Retention Officer Page 1 of 2
2/11/2015
Dear Sir/Madam
I believeIama greatmatch for the Educational Planningand RetentionOfficer-00004T5. I have strong
customer focusedexperience,over19 years of organisational and educational knowledge andproven
abilityto produce resultsneededinacustomer service environmenttodeliverexcellentoutcomes.I
currentlyworkas a sectionclerical forPrimaryIndustriesandBuilding Trades;Ihave alsoworkedinthe
CustomerServicesCentre at Port Macquarie for almost5 years. Handlingon average 50 customercalls a
day, providingqualityinformationservicesandprofessionallydealingwithanycustomercomplaints.
I am inthe processof gaining myCertificate IIIinBusinessAdministration.Ihave excellentcomputerand
systemskillsandoperate dailyinEBS,TPL,MS Word, MS Excel,MSOutlook Thishas been gainedduringmy
19 yearsemploymentwithNorthCoastTAFE,invariousrolesbecause Iam adaptable.
I adapt to new systemsquickly andengage inappropriatestaff developmentstohelpme update ordevelop
my knowledge further.Iam very competentwithNorthCoastTAFE’s systemsanduse them to manage the
differentareasof our businessand tomonitor our learner’seducation cycle.These systemshave helpedme
to deal witha varietyof studentenquiriesrapidly providingapositive customerservice.
In mycurrent role as sectionclerical Iinteractwithmany internal and external customers,these include -
headteachers,teachingstaff, administrationstaff, customercontactcentre, students,employersandstate
trainingservicesmostly.Iperform BESS(BusinessandEducational SupportSystem)data entries and
updatessoour NorthCoast TAFE website providesourcustomerswiththe correctinformation.This
involves communicatingwithourclassteacherstoconfirmthe detailsare correctand then discussingthe
changeswith the CustomerContactCentre toperformthe updates.Thisisan ongoingprocess,asis
monitoringour Apprenticesand Traineesprogressand educational requirements.Ikeepadetailed spread
sheetfor ourRetail butchery students, ourAbattoirstudentsandEquine Online students,tomake sure we
meetourmilestone paymentsanddon’texceedour trainingdeadline.Thishelps the teachingstaff tofocus
on our students andachieve a successful outcome forall involved. Thisalsohelpsme toassistourteachers
and staff efficientlyandrapidly whenconcernsarise,forexample butcherystudents mustdoa firstaid
course,I use our progressmatrix to capture all resultsandcan easilysee whoneedstocompletetheirfirst
aid.I thengo online tosee where andwhencoursesare running,andnotifythe students.If students are
able to attendI organise the enrolmentandsection fundstransferforourcustomer. Thisthen insures
course completiondeadlines are met.
Whenstudentscall withcourse matters Iactively listentothem, asking questionssoI can helpthemwith
information,orreferthemtoa specialistlike the headteacherorstudentcouncillor,dependingontheir
query. Aspart of myrole workingforthe headteacherin PrimaryIndustriesatNorthCoastTAFE, I work
closelywithEverson’sFoodProcessing inFrederickton toensure ourApprenticesandTraineeswhoare
studyinginthe abattoirworkenvironmentare assessedandmonitoreddiligently.Ihave alsobeen
vaccinatedagainstQ- Feverwhichallowsme to establishand maintainclose cooperation withthe HR
manager at Everson’sabout any newenrolments oranychangesin TAFE policiesorprocedures,and ensure
I have met theirneedson a regularbasis.
I alsowork closelywiththe onsite assessortomake sure theyhave all the latest learningmaterialsand
assessmentrecordstoensure we meetASQA requirementsandpass audits.My relationshipwiththis
businessis strongand very productive.My role also ensures employer’sincentives are received
guaranteeingagreat customer outcome.I am alsoinvolvedinthe monitoringof trainingplansand
modifyingthemforaccuracy. Workingwiththe state training team to confirmwe have met all our goals,
and alsonotifythemof any studentcancellations.
I understandthe importance of ApprenticesandTrainees to our business andhow essentialits successand
growth is to our future,andI want to continue tobe part of itsdevelopment. Ithrive in active andchanging

2. Rosanna Watson
0419 220 239 Job Application
Rosanna.watson2@tafensw.edu.au
Job application-00004T5-Educational Planning and Retention Officer Page 2 of 2
work environments,endeavouringtoworkaspart of a unitedteam to keepour businessand local
communitiesflourishing.
One recentexample of myparticipationin creatingimprovements andanabilityto solve problems,wasfor
our Equine Online trainingprogramme.I managedthe processof copying,labelling andpackagingessential
studentinformationCD’s.These were costlyandtime consuming,theywere alsomore prone to postal
damage.I suggestedconvertingtoflashdrives.Ididacostingof bothprocesses,confirmingthatflashdrives,
were quickertoproduce,labelling costswere greatlyreduced,andso far no postal damage has been
reported.Ihave onlyhadto replace one flashstickinthe last 9 monthscomparedto 18 CD’s inthe previous
year. Contributingfeedbackto improve outcomesinmyrole isessentialandIalsovalue external inputthat
can helpme succeedinmy work.
I am alsocurrentlyworkingthrough studentregisters andtimetables,guidingour teachingstaff withthe
requireddataneededby printingreportsfrom EBS (EducationBusinessSystems) or CRM (Customer
Relationshipmanagement),translatingthat information so our staff can clearlyunderstand whatneedsto
happen.Anydataerrors I findIwork withthe appropriate staff membertohave themcorrected,orcorrect
themmyself if Ihave accessto do so.
I have alsoproactivelysupported my team by assistingonsiteatEverson’sFoodprocessingwithenrolment
informationcollectionandUSI (Unique StudentIdentifier) creation,workingwithourcustomerstocollect
the data quicklytoavoidworkdelaysandkeep all involvedsatisfiedwith our customer service.I have
readilyparticipated in publicityevents forNorthCoast TAFE,including CareerExposand Deadly Days,
encouragingpotential customerengagements,especially fromfemalesastheytendtopull back. I love the
interactionand instant feedbackthat I can pass onto relevantstaff;thiscanhelpwith improvingour
processesor our public perception.
Orderingsectionsuppliesand processingsectioninvoices andotherfinancial matters is whatI do every
weekwith full consultationfrommyheadteacher. Filingand record keepingthese documentsasperNorth
Coast TAFEpoliciesand procedural requirementstoconfirmwe meetourauditneeds.Ialsouse SAP
Finance to create newbusinesspartners or modifydetailsof existingcustomers,I’mvery confidentin
navigating throughthissystemandinbeingable to assist other staff withitsuse.
I have alsoplayeda vital role inhelpingmyheadteacherwith developingeducational resources and
ensuringtheircompliance.Assistingwiththeirfullguidance to editandupload unitmappingdocuments,
studentassessmentguidesandassessmentrecordinginstrumentsontoour sectionteam space foraudit
retrieval if required.This providedgreatsupportto my headteacherallowingthemto have availabletime to
deal with other matters.
I can mediate betweenstudentsandstaff communicatingany issues thatneedto be dealtwithand
requestingsupportfrom othersectionsof ourbusinessasrequired.Thisincludesguidingstudentstoour
online library services ormakingcounsellingappointments if requested.Ican calmly deal withcustomer
complaintsin a professional mannerand have done so successfullyduringmyemploymentwithNorth
Coast TAFE.
I hope youwill considerall myskills;andknowledge of NorthCoastTAFE’s policies,proceduresandservices
beneficial toourdynamic work environment.Iknow by followingthese guidelinesandourTAFEdirective,
whilstmaintainingahelpful andpositive attitude,I will continue toprovide ahigh level ofcustomer
satisfaction.
Thank youfor yourtime.I lookforwardtoyour feedbackonmyapplicationandpossiblyaninterview and
skillstest.
Rose Watson