Nabeela Mohamed Iqbal

In my role, I have been actively involved in coaching new team members to ensure their seamless integration into the workflow. I have been responsible for guiding them in identifying and addressing challenges related to deliverables, fostering a proactive approach to problem-solving within the team.

Additionally, I have had the opportunity to step into a leadership role during the absence of the team lead. As the deputy of the team lead, I have taken on the responsibility of updating the status of deliverables to our centralization team. This role has allowed me to showcase my ability to assume leadership duties and maintain workflow continuity in high-pressure situations.

Another crucial aspect of my responsibilities has been managing communication with our assigned clients across various locations in the Asia Pacific region. This role has required effective communication and coordination skills to ensure the quality and productivity of deliverables meet or exceed client expectations.

Furthermore, I have been entrusted with the important task of conducting quality reviews of the team's work. This involves meticulously assessing the output for accuracy, completeness, and adherence to deliverables deadlines. Through these quality reviews, I have played a pivotal role in maintaining and improving the overall quality of our work.

In my role as Customer Experience Executive focused on handling complaints and inquiries, with emphasis on priority-based customers and those in need of roaming services. I managed these responsibilities primarily through the customer service hotline, email, and occasional social media engagement.

Handling Priority-Based Customer Concerns:
•Swift Resolution of Complex Issues: I addressed complex complaints and inquiries from priority customers with advanced problem-solving skills. This proactive approach consistently exceeded customer satisfaction goals and built strong customer loyalty.
•Personalization for Enhanced Satisfaction: I tailored solutions to meet the unique needs of priority customers, enhancing their satisfaction and creating opportunities for upselling and cross-selling.
•Collaboration for Seamless Issue Resolution: Effective collaboration with technical teams ensured swift resolution of network or service-related issues, minimizing customer downtime.
•Proactive Feedback Analysis: Monitoring customer feedback and identifying trends allowed us to proactively address common pain points, contributing to overall service improvement.

Multichannel Communication for Comprehensive Support:
•Email Communication for Detailed Support: Email was a valuable tool for providing detailed and documented support, offering a clear and traceable record of interactions. It covered a wide range of inquiries, including billing, technical issues, and service inquiries.
•Occasional Social Media Engagement: Recognizing the importance of social media, I engaged with customers on platforms like Twitter and Facebook when needed. This allowed us to provide responsive and transparent customer service.

My role at Dialog Axiata PLC was dedicated to enhancing customer satisfaction through efficient complaint handling, personalization, collaboration, and proactive feedback analysis. Multichannel communication, including email and social media, ensured comprehensive customer support.

As a Customer Service Associate at Dialog Axiata PLC, my role encompasses efficiently handling complaints and inquiries from a diverse customer base, including priority-based and ordinary customers, and those requiring roaming services. I manage these through the customer service hotline and address queries made via chatbot.

• As a freelance private tutor since 2011, I have been dedicated to providing high-quality educational support to primary school students. My expertise extends to tutoring in both the Cambridge and National curricula, ensuring that I can meet the diverse learning needs of my students. Over the years, I have consistently demonstrated my commitment to facilitating a nurturing and effective learning environment, helping young learners build a strong foundation in various primary school subjects.
  
  My extensive experience in tutoring has allowed me to develop a deep understanding of the unique challenges students face in their educational journeys. I have a proven track record of tailoring my teaching methods to accommodate different learning styles and abilities. Through personalized instruction and a patient, supportive approach, I have helped countless students achieve academic success and gain confidence in their abilities.
  
  Throughout my tenure as a freelance private tutor, I have remained committed to staying updated on the latest educational strategies and curriculum changes. This dedication ensures that I can provide students with the most relevant and up-to-date learning resources. My passion for teaching and my ability to foster a positive and engaging learning atmosphere have consistently earned me the trust and appreciation of both students and parents.
  
  In summary, as a freelance private tutor, I bring over a decade of experience in tutoring primary school subjects within the Cambridge and National curricula. My student-centered approach, adaptability, and commitment to continuous improvement have allowed me to contribute significantly to the academic development and success of my students.As a freelance private tutor since 2011, I have been dedicated to providing high-quality educational support to primary school students. My expertise extends to tutoring in both the Cambridge and National curricula, ensuring that I can meet the diverse learning needs of my students. Over the years, I have consistently demonstrated my commitment to facilitating a nurturing and effective learning environment, helping young learners build a strong foundation in various primary school subjects. My extensive experience in tutoring has allowed me to develop a deep understanding of the unique challenges students face in their educational journeys. I have a proven track record of tailoring my teaching methods to accommodate different learning styles and abilities. Through personalized instruction and a patient, supportive approach, I have helped countless students achieve academic success and gain confidence in their abilities. Throughout my tenure as a freelance private tutor, I have remained committed to staying updated on the latest educational strategies and curriculum changes. This dedication ensures that I can provide students with the most relevant and up-to-date learning resources. My passion for teaching and my ability to foster a positive and engaging learning atmosphere have consistently earned me the trust and appreciation of both students and parents. In summary, as a freelance private tutor, I bring over a decade of experience in tutoring primary school subjects within the Cambridge and National curricula. My student-centered approach, adaptability, and commitment to continuous improvement have allowed me to contribute significantly to the academic development and success of my students.
• Skills: Teaching English as a Second Language · Lesson Planning · Tutoring · Active Listening · Presentation Skills · CommunicationSkills: Teaching English as a Second Language · Lesson Planning · Tutoring · Active Listening · Presentation Skills · Communication
• Coordinator - Training DivisionCoordinator - Training DivisionInstitute of Chartered Accountants of Sri Lanka · Full-timeInstitute of Chartered Accountants of Sri Lanka · Full-timeFeb 2021 - Apr 2021 · 3 mosFeb 2021 - Apr 2021 · 3 mosColombo, Western, Sri Lanka · On-siteColombo, Western, Sri Lanka · On-site
• During my brief tenure as a Coordinator within the training division of the Chartered Accounting Institute in Sri Lanka, I played a vital role in facilitating the growth and development of aspiring accountants. My responsibilities encompassed two key areas:
  1. Coordinating Assessment Processes: I efficiently managed the assessment process for students acquiring experience at affiliated audit firms. This involved overseeing the evaluation of practical training gained by these students, ensuring that they met the institute's rigorous standards. My role in coordinating this critical assessment process contributed to maintaining the institution's high standards of education and professional development.
  2. Student Support and Documentation: I provided essential support to students by addressing their inquiries and concerns related to the training process. By offering guidance and clarification, I helped students navigate their educational journey smoothly. Additionally, I meticulously prepared bi-weekly reports summarizing assessment sessions and meeting minutes. These reports served as valuable references for the Director of the Training Division, aiding in decision-making and continuous improvement initiatives.
  Despite my relatively short tenure, I made a meaningful impact in ensuring the integrity of the training and assessment processes at the Chartered Accounting Institute. My commitment to excellence and attention to detail allowed me to contribute effectively to the organization's mission of producing competent and ethical accounting professionals.
  

During my tenure at BSC, I actively engaged with students from diverse year groups from the Early Years Foundation Stage, Key Stage 1 to lower Key Stage 2, and Upper Key Stage 2. In this multifaceted role, I played a pivotal part in enriching the overall educational experience.
Collaborative Lesson Planning: I actively participated in lesson planning and execution, closely collaborating with class teachers to ensure alignment with the curriculum while making lessons engaging and well-structured.
Individualized Support: I offered tailored assistance to students with specific learning needs, engaging in constructive discussions with class teachers to devise effective solutions & monitor progress, fostering a supportive learning environment.
Ensuring student safety & and well-being was paramount. I accompanied students during various activities like lessons, recess, field trips, and educational residential trips, providing guidance and support
Holistic Development: Along with class teachers create activities promoting social, physical, & mental well-being. I keenly observed behavioural changes & helped implement strategies for comprehensive development.
Technology Integration: I aided teachers in preparing engaging presentations, utilizing tools like PowerPoint, interactive whiteboards, projectors, and computers to enhance the learning process, fostering interactivity and effectiveness.
Additionally, in the absence of class or subject teachers, I assumed responsibility for delivering scheduled lessons as per plans, ensuring seamless educational continuity.
My six-year journey as a Teaching Assistant at the British School in Colombo was dedicated to cultivating an enriching educational environment. Through collaborative teaching, personalized support, and unwavering dedication to students' well-being, I significantly advanced the school's mission of providing holistic education. My multifaceted role left a lasting impact on the students I had the privilege to work with.