Safeeha Uvais

Academic Coach

Sharjah, United Arab Emirates

Third Space Global

May 2021 - May 2023 -2 yrs

Sri Lanka

Job Details:Provided guidance and supervised 50+ tutors of the organization. Mentored new teachers through professional development workshops, resulting in their successful integration into the educational environment with 100% pass rate. Represented the quality assurance department and served as the liaison between tutors and top management. Conducted interviews and maintained records of candidates for tutoring UK students. Evaluated and monitored the quality standards of online teaching sessions. Received rewards for extraordinary achievement in evaluating the highest number of tutors. Actively participated in product testing and feedback sessions to contribute to innovative teaching techniques through product improvement and eventually the quality assurance efforts. Collaborated with the team to share actionable insights and innovative ideas aimed at enhancing teaching performance. Implemented a new curriculum that resulted in measurable improvements in student learning outcomes. Provided timely feedback to enhance the overall quality of teaching.

Union Bank PLC

May 2016 - May 2017 -1 yr

Sri Lanka

Job Details:Managed customer account-related queries and handled a large volume of calls. Resolved inquiries, complaints, and technical issues promptly and courteously, achieving a high satisfaction rate of 92%+. Handled inbound and outbound calls in a fast-paced call center environment, consistently meeting or exceeding performance metrics. Maintained accurate records of customer interactions and follow-up actions in the CRM system. Demonstrated understanding of technical principles relevant to the products and services offered, encompassing software applications, hardware components, and telecommunications systems. Coordinated with internal departments, such as sales, finance, information technology and retail banking to address customer concerns and deliver comprehensive solutions. Managed the issuance and deactivation of automatic teller cards by managing workload effectively to meet service level agreements (SLAs) and performance targets. Handled additional administrative duties within the department as required and whenever assigned.

Bachelor's Degree in Biological Science
University of Sri Jayewardenepura
Jan 2017 - Jan 2021 - 4 yr