Shermyneshadzwa Bahrin

Facilitated structured English immersion camps for international students aged 9–16 in a controlled academic environment. Delivered lessons based on standardized curriculum and daily programme schedules. Maintained classroom discipline, student safety, and engagement through activities. Adjusted teaching delivery to match varying English proficiency levels. Tools used included lesson plans, activity schedules, and institutional guidelines. Achieved improved participant engagement and learning outcomes through adaptive communication techniques. Successfully managed multi-cultural groups, ensuring smooth daily programme execution. Received positive feedback for clarity of instruction and classroom management.

Provided Level 2 operational and administrative support for complex inquiries. Coordinated daily operational tasks and monitored site executives remotely. Performed administrative tracking and reporting across multiple systems. Tools & processes used included Zendesk (Live Chat), Salesforce (Email Support), Jira & Atlassian for issue tracking and escalation, and Google Sheets for reporting and quality tracking. Achieved 30+ daily customer cases with a 90% customer satisfaction score and SLA compliance; improved first-contact resolution by 15% through redesigned chat scripts and tracking tools.

Handled high-volume customer inquiries via live chat and email channels. Managed complaint resolution and service recovery processes. Escalated and documented technical issues for internal resolution. Drove escalation and resolution across multiple internal systems; contributed to data accuracy and cross-team collaboration.