Mehak Farooq
London
Summary
I am a experienced Customer Service professional, having worked in front-line operations with Waitrose Supermarkets, with additional experience of working with young children in a school setting in Dubai and Pakistan.
With my diverse background in both education and retail, I am able to cope and thrive in a public-facing role and in particular, handling conflict situations with customers.
Overview
13
13
years of professional experience
Work History
Substitute Teacher, K-12
Ameican School
09.2023 - 06.2024
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
- Supervised lunchroom and recess activities.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
Customer Service Representative
Waitrose & Partners
08.2017 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
English Teacher
The Education City School
09.2011 - 05.2016
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Prepared comprehensive English curriculum for multiple classes.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Coordinated activities to encourage interest in reading.
Public Relations Intern
Defence Housing Authority
10.2015 - 01.2016
- Increased awareness of company services and products with implementation of PR strategies.
- Maintained and updated media contact lists and databases for ease of access.
- Participated actively in brainstorms sessions that generated innovative ideas for upcoming PR campaigns.
- Drafted, edited and distributed press releases, media advisories and other public relations materials.
- Helped plan and execute private, company, and client events.
Education
Teaching English As Foreign Language Level 5 - TEFEL Level 5
I To I Tefel
London 02.2023
Bachelor of Arts - Mass Communications
Punjab University
Lahore, Pakistan12.2016
Skills
- Student Engagement
- MS Word, Excel, Powerpoint
- IELTS Qualified Teacher
- Intenational work experience, having worked in London, Dubai and Lahore, Pakistan
Timeline
Substitute Teacher, K-12
Ameican School
09.2023 - 06.2024
Customer Service Representative
Waitrose & Partners
08.2017 - 12.2022
Public Relations Intern
Defence Housing Authority
10.2015 - 01.2016
English Teacher
The Education City School
09.2011 - 05.2016
Teaching English As Foreign Language Level 5 - TEFEL Level 5
I To I Tefel
Bachelor of Arts - Mass Communications
Punjab University
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