Jasir Mohamed Ali Nalakath

Working with Customer Service on calls and chat. Contributed to a lot of work with responsibilities of a Team Leader inclusive of training and teaching project requirements.
British Council
Freelance Administrator Working with the wider IELTS and school exams fields. Manage and supervised exams and administrative needs in exams

• Assisted candidates and coordinators with examination-related support and
communication
• Managed candidate documentation, scheduling, and email coordination
• Supported high-volume examination operations while maintaining professionalism
and confidentiality

Managed day-to-day office coordination and administrative support activities
 Coordinated client communication through email and WhatsApp while ensuring
timely responses and follow-ups
 Prepared quotations, reports, and maintained operational documentation
 Managed staff scheduling, shift coordination, and service follow-ups across multiple
locations
 Maintained records and updated client/service information using SAP systems
 Coordinated with internal departments including HR, Operations, and Procurement to
ensure smooth workflow
 Supported daily office operations while handling multiple tasks under pressure

• Coordinated daily client communication through email and WhatsApp
• Handled customer inquiries, service requests, and operational follow-ups
• Managed scheduling and coordination activities across multiple client locations
• Prepared quotations, reports, and maintained service documentation
• Coordinated with Operations, HR, and Procurement departments to ensure smooth
service delivery
• Maintained accurate records using SAP systems and administrative tools

• Delivered customer support through chat and digital communication channels
• Assisted customers with account issues, transactions, and application-related inquiries
• Resolved customer concerns while maintaining quality and performance standards
• Assisted in coaching and supporting new team members regarding process procedures
• Followed up on customer tickets and ensured timely resolution of escalated concerns
• Supported process documentation and knowledge base updates

-Working with candidates on improving English for Govt. related online Exams.
-Basic English Speech training and grammatical practises.

Invigilator/ Marshal

• Have stood for invigilation and marshaled for the following exams

-IELTS
-MRCP (UK)
- Edexcel
- Chartered Financial Analyst (CFA)



• Implemented best practices in order to make sure that no malpractice has been done or any discomfort for the candidates.
• Addressed any issues concerning the issues at the exam halls and reported accordingly to immediate supervisor.
• Kept vigil of the venue during examinations.

Freelance Administrator Assistance.

• Assisted in Data entry of candidate details for the CIE which will be registered in CIE Direct
• Helped in registering private candidates directly on CIE Direct.
• Sent emails to registered candidates with their SOE (Statement of Entry).
• Helped in manifesting courier with respective candidates TRF(Test Result Form).
• Scheduled CIE Speaking test of each candidates and schools for May-June 2016.
• Recently lent hand to make mark-list for CIE Speaking Test.
• Participated in calculating of claim forms of examiners, invigilators and clerical markers for end of month submission.
• Also, calculated, rectified and assorted of exam billing and created a file for the same.
• Assisted in various works for highly anticipated school exams which has high volumes from Administrative documents to Time posters for multiple venues in Riyadh and for a venue in Qassim.
• Took part in the KHOBORAT Project, one of the projects for APTIS which is related to the Ministry of Education, Saudi Arabia.
• Helped in sending emails to candidates and coordinators their keycodes and passwords for taking part in the test.
• Helped payment confirmation of candidates for the test by verifying transaction confirmation via email.
• Extracted and emailed over 4000 candidates their test results in order to meet the 48 hour deadline.
• Helped with Tax Invoice and Credit Notes in the Finance Department.

• Document interactions/incidents on Bridge Clarify (CRM Tool)
• Resolving Windows OS (XP, Vista, 7) related issues
• Troubleshooting VPN connection problems on BT MX(Mobile express) & Nortel VPN client
• Setting up Functional Mailbox Accounts for Outlook 2007 & 2003, performing troubleshooting for outlook 2003, 2007
• Resolving password related issues, providing 1st line of support for applications like - Attachmate-extra, WFMT(Work force management tool)
• Escalating incidents to other Resolver groups for 2nd level support, Follow-up on tickets logged to meet SLA
• Provided Email Support to raise incidents to the second line of support and trouble shooting.
• Troubleshoot or create ticket to appropriate group using Knowledge Base provided with the tool.
• Process Service Request for customers in order to get their request appropriated with the provisioning team.
• Processing Requests using HPSM (HP Service Manager tool) and creating secondary ID’s for functional uses.

• Provided technical and customer support through email and ticketing systems
• Assisted customers with Windows OS, VPN, Outlook, and account-related issues
• Managed service requests and escalated technical incidents to relevant teams
• Maintained accurate documentation through CRM and HPSM systems
• Followed up on tickets to ensure SLA compliance and customer satisfaction

• Handle queries about shipping and status of transit.
• Addressing issues related to products availability and pricing.
• Cross selling best offers and benefits
• Assist with login issues and placing orders online and billing.
• Coach new hires on process related policies and procedures
• Document owner to review Change Add Delete requests submitted by the team to get the Knowledge Base scripts updated.
• Technical Support on queries with regards to hardware and application on customers computer.

• Processing Service Request as per requirements of the customer on their computer and support provided.

• Handle queries about shipping and status of transit.

• Addressing issues related to products availability and pricing.

• Cross selling best offers and benefits

• Assist with login issues and placing orders online and billing.

• Coach new hires on process related policies and procedures

• Document owner to review Change Add Delete requests submitted by the team to get the Knowledge Base scripts updated.

• Handled customer inquiries regarding orders, shipping, billing, and product
information
• Assisted customers through live chat support for international clients
• Cross-sold products and promotional offers based on customer requirements
• Assisted customers with online ordering, account access, and transaction support
• Maintained customer satisfaction while handling multiple chats simultaneously
• Supported internal documentation and process updates for customer support teams