Nafha Nazar

# Operations Executive / Customer Service Consultant / English Language Tutor

Location Sri LankaDesired Salary 15 -  USD/hourlyWork preference Full Time, Contract, Part TimeLinksNot setStatus   Actively looking Field / Industry Admin & Virtual Assistant

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## About Me

I am an eccentric, liberal, and result-oriented professional with experience in taking lead roles and fostering collaborative environments. I am passionate about building strong customer relationships and driving brand loyalty. My fluency in the English language, combined with a professional accent and honed vocabulary, is one of my key strengths. I have worked in various customer service and operations roles, including remote contract positions and part-time invigilation for the British Council.

My experience spans handling VIP client requests, managing bookings, escalations, and customer inquiries through multiple communication platforms such as 3CX, WhatsApp, and emails. I am adept at using computer-based booking systems like Salesforce and Starship, and I stay informed about global economic and political developments to better assist clients.

I have also worked in BPO settings, providing voice and language services for clients from the UK, Singapore, and the USA, handling payments, troubleshooting, and coordinating with relevant departments to resolve issues. Additionally, I have teaching experience as an English Language and Literature tutor and teacher for various grade levels, including G.C.E Ordinary Level students.

I am a fast learner, adaptable, and accountable, with strong teamwork and persuasive speaking skills. I am committed to performing all duties entrusted to me to the best of my ability and continuously improving my professional capabilities. I thrive in dynamic environments where I can contribute to customer satisfaction and operational excellence.

I am eager to leverage my diverse skill set and experiences to contribute effectively to organizations that value dedication, professionalism, and customer-centric service.

## Skills

### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Time Management](https://jobicy.com/talent/time-management.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[Teamwork](https://jobicy.com/talent/teamwork.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Customer Care](https://jobicy.com/talent/customer-care.md)

## Education

ILMA International Girls School  2004/2019  ACCOUNTING AND FINANCE at AAT/ G.C.E ORDINARY LEVEL / ADVANCED LEVEL

Subjects: English Language (A), Mathematics (B), Computer Science (B), Chemistry (B), Biology (B), Islamiyat (B), Physics (C)

University of Cambridge - Cambridge International Examinations  2004/2019  G.C.E Advanced Level

Subjects: Accounting, Business Studies, Economics

## Experience

Operations Executive @ Smartzi (PVT) LTD  March 2025 - Present Affiliated with multiple vendors like SAGA, Booking.com, Blacklane, Arriva, CMAC, Gett, Veezu-Jyrney and HQ. Handling pre-bookings, last minute handbacks, escalations and customer prerequisites for VIP clients providing top notch service ensuring five star ratings. Handling customer requests and driver inquiries via 3CX, WhatsApp, emails and system portal remotely.

Examination Invigilator @ British Council  Part time Venue staff member representing British Council for board exams held by Cambridge International Education, Pearson Edexcel GCSE’s and A/AS levels for schools. Also for university board exams, young learners, IELTS including writing, speaking, reading and listening tests.

Customer Service Consultant – Sales Support @ Intrepid Travel  Hybrid Provided professional advice to global clients on adventure travel. Booked hotels and accommodation. Used computer-based booking systems like Salesforce and Starship. Stayed updated on countries’ economic and political happenings. Responded to traveler queries via live chats and emails. Took payments via Travel Gate, Mint Pay and other platforms and forwarded proof of payment to finance team. Applied and redeemed discounts and credits. Corresponded with DMCs for NA, EMEA, APAC and ANZ teams and communicated with global teams. Attended global summits, company update meetings, team huddles, one-on-ones, quarterly trips and other events.

Language and Voice Agent @ Tellida Pvt Ltd  Years (Remote) Activated televisions and phones by gathering relevant information and registering customers to systems. Handled credit card payments and systemized billings and purchases of TV/Wi-Fi packages. Performed basic troubleshooting for faulty TVs and forwarded fault escalations to onsite representatives. Raised red flags and notified relevant departments regarding power outages or channel/screen issues. Handled emails regarding payment issues or free TV entitlements. Managed callback requests through 3CX phone system.

Tutor @ Aden Academy  2021 English Language and Literature tutor for grade 6 and above. Mathematics tutor for primary graders following Cambridge and Edexcel curriculum.

Teacher @ Mt Royal International School  2021 English Language and Literature teacher for G.C.E Ordinary Level students. Islamic Studies teacher for G.C.E Ordinary Level students. Mathematics, Science and Islam teacher for primary graders.