Charmaine Goch

I am an experienced Support Coach and student success mentor with a strong background in providing personalized customer service. In my role at UCT Online High School for Cambridge International, I managed customer relationships by serving as the primary point of contact and support for guardians and learners. I implemented personalized customer success plans for at-risk customers, resulting in a 95% satisfaction rate and decreasing churn by 20%. I demonstrated proficiency in utilizing SaaS platforms to drive organizational goals and designed and executed comprehensive onboarding processes for customers.

As a student success mentor at St Stithians Online High School, I provided tailored mentoring support and solutions to students through group sessions and one-on-one meetings. I conducted productive and engaging group sessions to facilitate learning, holistic wellness, and problem-solving. I utilized data visualization tools to create engaging reports and feedback, leading to a 30% increase in stakeholder engagement. I also generated comprehensive reports and conducted in-depth research to support decision-making.

In my previous role as a Counsellor at O.U.T LGBT Wellbeing, I conducted face-to-face counseling sessions and engaged in psycho-education initiatives within the community to promote mental health. I also coordinated community outreach programs and provided performance reports to the line manager. As a school counselor intern at Pretoria High School for Girls, I provided comprehensive academic support to students and offered counseling and support to individuals experiencing grief and trauma. I developed and implemented wellness programs and conducted psychological assessments to evaluate individuals' mental health and cognitive functioning.