To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Private Home Tutor teaching English and Arabic
self employed
06.2011 - 04.2020
Utilised extensive teaching experience to deliver complex concepts in clear, easy-to-digest ways.
Maintained in-depth knowledge of current and evolving curriculum to best meet exam and coursework requirements.
Demonstrated competencies in online lesson technologies, including screen and resource sharing and online whiteboard use.
Utilised technology in tutoring sessions to diversify and enhance learning.
Call Center Advisor
Webhelp South Africa
10.2016 - 03.2017
Provided constructive feedback during team meetings, fostering a culture of continuous improvement.
Supported the implementation of new technology platforms aimed at enhancing overall call center operations and productivity levels.
Streamlined call handling processes for improved efficiency and reduced wait times.
Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
Boosted customer retention rates with exceptional service and rapport-building skills.
Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
Ensured adherence to company standards by monitoring quality assurance metrics on a regular basis.
Trained new hires on company policies, procedures, and software systems, ensuring their smooth integration into the team.
Handled escalated customer complaints professionally, working towards mutually beneficial resolutions whenever possible.
Participated in ongoing professional development programs to stay current with industry trends and best practices.
Worked closely with other departments to resolve any interdepartmental issues affecting customer experiences negatively.
Collaborated with colleagues to share best practices and enhance overall team performance.
Maintained a calm demeanor even during challenging circumstances, exemplifying emotional intelligence as a Call Center Advisor.
Contributed to team success by consistently meeting or exceeding performance targets.
Delivered comprehensive product knowledge to assist customers in making informed decisions.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Approved and terminated customer contracts upon request.
Processed debit and credit card and electronic check payments.
Boosted customer service satisfaction ratings through consistent quality control.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Exhibited high energy and professionalism when dealing with clients and staff.
Managed timely and effective replacement of damaged or missing products.
Delivered prompt service to prioritize customer needs.
Promptly responded to inquiries and requests from prospective customers.
Investigated and resolved customer inquiries and complaints quickly.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Teaching Assistant
Rylands Primary School
1 2007 - 12.2009
Helped students master learning concepts through one-on-one and small group tutoring.
Assessed and catered to student needs by providing one-to-one support and guidance.
Collaborated with teacher to devise and execute challenging, stimulating lessons aligning with school's philosophy and mission.
Established positive relationships with students, leading by example and responding appropriately to classroom needs.
Organised and distributed learning materials, homework, textbooks and classroom supplies.
Provided stimulating learning environments, motivating students to engage with class activities and reach potential.
Cleaned and organised classrooms before lessons and cleared afterwards.
Supervised and provided support to pupils with special needs, constantly helping with access to learning.
Supplied teachers with detailed and regular feedback on pupils' achievement, progress and problems.
Assisted teacher with marking assignments and reporting feedback to students and parents.
Offered students one-on-one assistance with class assignments and activities.
Organised classroom spaces and materials to help teacher prepare for lessons.
Encouraged student interaction to develop positive learning and socialisation experiences.
Used teacher assessment data to customise interventions and best help children with learning difficulties.
Education
TEFL/TESOL certificate - Teaching English to foreign students
TEFL SA
Cape Town, WC
Diploma - English
Alison
UK
04.2001 -
Matric -
Islamia College
Cape Town, South Africa
04.2001 -
Skills
Differentiated Instructionundefined
Timeline
Call Center Advisor
Webhelp South Africa
10.2016 - 03.2017
Private Home Tutor teaching English and Arabic
self employed
06.2011 - 04.2020
Diploma - English
Alison
04.2001 -
Matric -
Islamia College
04.2001 -
Teaching Assistant
Rylands Primary School
1 2007 - 12.2009
TEFL/TESOL certificate - Teaching English to foreign students