Gary Hoang

Initially as Conversion Manager; title updated to Student Success Manager to align with business structure. Role later expanded:

• Own and drive the B2C channel for the UK Onshore market to partner universities in North America and UK
• Identify, onboard, and develop partnerships with schools across the UK to drive international student recruitment
• Deliver presentations, workshops, and student-facing sessions
• Manage the full student journey from discovery to enrolment, collaborating closely with Admissions, Visa, Marketing teams
• Build and maintain strong, collaborative relationships with agents and UK schools including Principals, Directors of Studies, and Student Support teams
• Regular domestic travel to schools to execute recruitment activities, generate leads, and strengthen school relationships
• Account manage B2B agent activities and pipeline through joint visits, recruitment events, and international travel

• Identified conversion opportunities and led conversion campaigns
• Managed a team of 4 focused on the MENA region
• Owned and drove the B2C channel across the European market and oversaw B2B performance for the MENA region
• Facilitated staff training, resulting in better customer service
• Delivered webinars, workshops, and training sessions for students, parents, and internal stakeholders
• Piloted change management initiatives on calling system (Vonage) successfully improving student experience
• Managed a LiveChat team of 11 from UK and South America

• Managed student pipeline from Europe and Onshore markets
• Managed two direct reports and assisted in managing of a team of 14 people across 4 continents
• Strengthened team through guidance, support, training, and development
• Managed LiveChat operations within a team of 10 people
• Designed and implemented comprehensive guides for team on LiveChat usage
• Oversaw mailbox enquiries and LiveChat archives to ensure high customer service levels
• Organised social events to establish team bonding and well-being

• Advised students from Europe and UK Onshore market up to Post-Acceptance stage
• Led webinars for students and parents on admissions process and updates regarding COVID-19 pandemic
• Coordinated with various departments and teams for admissions and visa processes
• Trained and mentored new team members for LiveChat
• Supervised mailboxes to ensure clear messaging and administrative accuracy

• Chased offer holders from the UK Onshore offer bank through phone, email, and WhatsApp, encouraging acceptance
• Documented all communications and calls with students in Salesforce CRM
• Coordinated with admissions and regional market managers to follow up on leads and offers for deposits from the UK Onshore market

• First point of contact for prospective students from various markets
• Managed enquiries through email, LiveChat, and phones
• Managed multiple mailboxes dealing with applications and documents

• Educated students from grades 1 to 4 in English grammar, conversational speaking, critical thinking, and literary analysis
• Created monthly academic status reports
• Conducted one-to-one parent-teacher consultations to give progress and address student needs
• Hosted and presented school events and workshops for parents

• Copy edited and published a book based on North Korean Human Rights
• Interviewed North Korean defectors and collected and analysed data from their testimonies and various sources to support ongoing projects and UN events
• Provided in-person support to North Korean defectors to aid in their assimilation into South Korean society

• Planned, prepared, and taught English classes for students in grades 3 to 6
• Organised and led English camps during summer and winter holidays.
• Collaborated with teachers and staff to ensure successful school events and activities