Tabita Luca
London,England
Summary
Empathetic and student-centered higher education professional dedicated to delivering an exceptional student experience for diverse learners. Skilled in implementing case-management approaches to student support, identifying early intervention opportunities through data analytics, and designing proactive engagement strategies that enhance retention and academic success. Experienced in providing first-line advice, effectively triaging complex issues, and taking ownership of student queries from start to finish. Proficient in using educational technologies such as LMS platforms, SIS, CRM systems, and business intelligence tools to develop data-driven solutions that boost student satisfaction and promote inclusive learning environments. Adept at navigating institutional policies, supporting student wellbeing, and managing complex administrative processes to ensure positive student journeys.
Currently seeking opportunities in education to use my professional and academic expertise to create active learning environments, improve the student experience, and prepare the next generation of professionals.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Student Success Tutor
Global Banking School
London, England
12.2024 - 03.2025
- Served as primary contact for 500+ students, resolving diverse queries and concerns within 24 hours through multiple channels (face-to-face, email, SysAid, Jira, phone), while providing comprehensive academic guidance on assignments referencing, formatting, and submission processes, achieving a 90% first-submission rate.
- Utilised Power BI to proactively monitor student attendance and engagement, implementing targeted intervention strategies that maintained attendance rates above 80% and identifying at-risk students for appropriate referral to the Retention Team.
- Managed complex academic processes including mitigating circumstances, deferrals, and assignment extensions, ensuring policy compliance while providing clear guidance and maintaining accurate records of all student interactions in compliance with GDPR regulations.
- Collaborated cross-functionally with academic departments, administrative teams, and student welfare services to deliver tailored support for diverse learners, including students with learning difficulties, ESL students, and those with special needs.
- Facilitated student onboarding through comprehensive enrollment and induction processes, developing orientation materials, conducting informational sessions, and ensuring students accessed essential resources to establish a strong foundation for their academic journey.
Marketing Intern
Ready Education
Remote, London, England
08.2024 - 12.2024
- Managed the Ready Education Student Advisory Council by recruiting students from top UK universities, coordinating member engagement, and facilitating partnerships between council members and leadership to enhance educational platforms through student feedback.
- Created and distributed comprehensive content, including blog posts, case studies, newsletters, and social media campaigns highlighting student success stories and EdTech trends, driving multi-channel engagement and brand awareness.
- Developed and executed email marketing campaigns for the E2AP Q4 Business Schools initiative, achieving 50% open rates and 20% click-through rates, while supporting B2B LinkedIn and Google Ads campaigns that increased inbound leads by 5%.
- Led logistics and delegate outreach for major EdTech conferences (EDUCAUSE 2024 and EDUtech Asia 2024), while following up on event leads to identify qualified opportunities and ensure smooth transitions between marketing and sales.
- Conducted market research on higher education institutions across EMEA and APAC regions to develop data-driven outreach strategies, while enhancing operational efficiency through quality data management and stakeholder relationship building.
- Used Hubspot to streamline marketing workflows, manage contact databases, track campaign performance metrics, and optimise outreach strategies across multiple communication channels.
Customer Experience Specialist (Freelance)
Socialbear
Remote, London , England
12.2023 - 08.2024
- Provided excellent customer service to clients in multiple industries, adapting quickly to new products and services while maintaining professionalism and empathy.
- Handled 100+ daily WHSmith enquiries via Freshdesk, HubType, Salesforce, and Pay360, including order enquiries, cancellations, refunds, complaints, new bookings, and general questions. Worked with internal and external stakeholders to streamline logistics and deliver on time, achieving CSAT scores above 85%.
- Used Gorgias, Shopify, and Zendesk to efficiently manage orders and customer inquiries for Youth & Earth and Smart Protein worldwide. Provided precise guidance on supplement dosages, ingredient interactions, and fitness compatibility recommendations, ensuring customers received appropriate health safety information while maintaining 100% data accuracy for regulatory compliance.
- Managed emergency accommodation claims for UK insurers and housing associations using Horizon UC and ICAB claim software on behalf of the Insurance Claims Accommodation Bureau. Communicated sensitively with vulnerable policyholders and tenants to book emergency housing within one hour of claim notification. Coordinated with housing providers, maintained 100% call answer rate, and delivered prompt support during major incidents.
- Supported Reebok Fitness App users globally via Zendesk, resolving general questions, legal and PR issues, content access, subscription management, and troubleshooting. Quickly mastered app features, delivering accurate guidance and positive customer experiences.
Digital Marketing Consultant (Project-based)
The Claude Littner Business School
London, England
06.2024 - 08.2024
- Coordinated the development of a digital marketing launch campaign for the Young Enterprise Start Up Programme, established SMART objectives to achieve a 30% increase in Instagram engagement and over 30 sign-up applications through purely organic reach with zero budget allocation.
- Conducted comprehensive market research including SWOT analysis, competitive assessment, and student preference evaluation to develop a cost-effective multichannel social media strategy with detailed timeline, KPIs, co-branding strategy, and content calendar aligned with the social media marketing funnel.
- Created and delivered engaging organic content across Instagram and LinkedIn platforms while collaborating with key internal and external stakeholders (academic staff, Young Enterprise team, past participants) to promote the programme and provide students with practical business experience.
- Presented the campaign and strategic recommendations to CLBS Executive Management, leading to considerations for integrating the programme into the business courses curriculum to address the high demand for practical courses.
Course Representative (Volunteering)
University of West London Students' Union
London, England
09.2023 - 09.2024
Customer Experience Specialist
Gett UK
Remote, London, England
07.2021 - 12.2023
Education
Master of Science - Digital Marketing
University of West London
London, England 09.2023 - 09.2024
Bachelor of Science - Health and Social Care Management
Bath Spa University
London, England 09.2019 - 07.2023
Skills
- Expertise in student support and intervention, including case management and early intervention strategies
- Skilled in proactive monitoring and implementing student retention initiatives
- Proficient in tracking academic progress and creating personalised action plans
- Experienced in supporting diverse learning needs and ensuring accessibility requirements
- Adept at facilitating skills training and delivering workshops
- Knowledgeable about academic regulations and quality assurance standards
- Experienced in handling extenuating circumstances and reasonable adjustments processes
- Exceptional interpersonal skills for engaging with diverse student populations
- Proficient in administrative tasks with a focus on accuracy and record-keeping
Certification
- Google Analytics Certification - Google Skillshop
- Educational Leadership: Improving Schools Through Effective Leadership - Coventry University
- Exploring Teaching and Assessment for Higher Education - Coventry University
Timeline
Student Success Tutor
Global Banking School
12.2024 - 03.2025
Marketing Intern
Ready Education
08.2024 - 12.2024
Digital Marketing Consultant (Project-based)
The Claude Littner Business School
06.2024 - 08.2024
Customer Experience Specialist (Freelance)
Socialbear
12.2023 - 08.2024
Course Representative (Volunteering)
University of West London Students' Union
09.2023 - 09.2024
Master of Science - Digital Marketing
University of West London
09.2023 - 09.2024
Customer Experience Specialist
Gett UK
07.2021 - 12.2023
Bachelor of Science - Health and Social Care Management
Bath Spa University
09.2019 - 07.2023
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