FAHIMA NALAYE
Saint Cloud
Summary
Customer-focused remote customer service professional with proven experience improving client satisfaction through clear communication, documentation, and multilingual support.
Overview
14
14
years of professional experience
2011
2011
years of post-secondary education
Work History
Optical Technician – Finishing Line ZEISS
Working on finishing and inspection line for eyegl
Saint Cloud
04.2026 - Current
- Inspected lenses for quality control and defect identification.
- Checking quality and ensuring lenses meet required standards
- Cleaning, handling, and preparing lenses for final production
- Managing work orders and maintaining workflow efficiency
Interpreter
Minnesota
01.2025 - Current
- Delivered accurate interpretation for phone and in-person client interactions to improve customer experience and ensure clear communication.
- Maintained confidentiality and updated CRM entries to preserve accurate client records and support account coordination.
- Guided clients through medical and community service options, using active listening and problem solving to recommend next steps.
English Language Instructor
Various Institutes & Remote
01.2013 - 01.2024
- Designed and delivered student-centered instruction and one-on-one coaching that enhanced communication skills relevant to remote customer support.
- Created lesson plans, assessments, and tracked learner progress in organized records to support documentation and quality assurance.
- Collaborated with colleagues and training centers to coordinate services, resolve learner issues, and strengthen teamwork in client-facing environments.
- Saudi Arabia
Customer Service & Call Center Representative
Saudi Arabia
01.2012 - 01.2013
- Handled inbound and outbound calls to resolve customer inquiries, sales, and service requests, achieving high customer satisfaction through clear explanations.
- Executed tele sales campaigns and maintained accurate call logs and to enable reliable follow-up and reporting.
- Coordinated with internal teams to resolve issues efficiently and support seamless customer experiences in a fast-paced contact center.
Education
Bachelor of Science - Microbiology and Molecular Genetics
University of the Punjab
LahoreSkills
- Customer Service
- Remote Communication
- Phone Communication
- Client Relationship Building
- Active Listening
- CRM Documentation
- Microsoft Excel
- Microsoft Word
- Time Management
- Problem Solving
- Collaboration
- Lens inspection
- Quality control
- Work order management
- Defect identification
Timeline
Optical Technician – Finishing Line ZEISS
Working on finishing and inspection line for eyegl
04.2026 - Current
Interpreter
Minnesota
01.2025 - Current
English Language Instructor
Various Institutes & Remote
01.2013 - 01.2024
Customer Service & Call Center Representative
Saudi Arabia
01.2012 - 01.2013
Bachelor of Science - Microbiology and Molecular Genetics
University of the Punjab