Warda Ali Khan

W Warda Ali Khan A K Training & Recruitment • Customer Service • Exams Administration EXPERIENCE British Council Qatar Apr 2014 – Feb 2017 Examinations Services Assistant Administered all pre-test & post-test operations for weekly IELTS UKVI and IELTS Life Skills exams. Planned and delivered SELT IELTS and LifeSkills quarterly staff training in compliance with SELT IELTS quality standards. Recruited, interviewed, screened and trained 90+ Invigilators. Maintained all invigilator records with police clearances, application documents, references, mandatory training records etc. Dealt with all stakeholder inquiries and implemented best practices for written/verbal customer service. Achievements Revised external venue staffs contract to introduce a probationary period clause, authorised by the British Council Qatar’s senior exams management to be implemented for any external part time staff recruitment henceforth. Assisted the IELTS team in conducting larger IELTS sessions in Qatar, going up to 660 candidates per session (compared to a maximum of 350 – 400 candidature per session). Performed cover work for the Exams Finance Officer. Carried out Daily Exams cash inflow and processed end of the month Exam Reconciliation & Accruals. Examinations Invigilator British Council Qatar Dec 2009 – Mar 2014 Direct invigilation administration of ESOL, IELTS, School/University and Professional examinations according to exam board and Exams Quality Standards. Ensured security and confidentiality was met for all exams run as per Exams Quality Standards. Supported exams operations in day to day duties as per EQS. Performed different roles for IELTS exams as and when required (Invigilator, Floater, Announcer, and Bookkeeper). Did work in preparation of Exams and IELTS audit – updating database, dealing with IELTS/Exams inquiries, follow up with inquiries, filing of applications, customer service Achievements Received Overall Performance Rating of 5 (5-Excellent) in the Annual Performance Feedback for Invigilators. Islamabad, Pakistan-- EDUCATION Expected completion – July 2017 Edexcel Level 7 Extended Diploma in Strategic Management & Leadership - Leading to MSc/MBA top up Completed - July 2013 University of Portsmouth UK BSc Honors Computing – Second Class Honors, Upper Division – 2:1 Completed – May 2011 NIIT Professional Diploma in IT – Software Engineering 3.33 GPA Completed – June 2009 Aptech Diploma in Information Systems Management – 80% CERTIFICATIONS Delivering Service Excellence - by The Institute of Customer Service UK in partnership with the British Council, in Dubai UAE Training Coordinator Worked at IAID Qatar for Personality Development Program - Summer Workshop 2008 and 2009 - A personality empowerment program for children 6 to 16 year old. International Academy for Intercultural Development Qatar Summer 2008 & Summer 2009 REFERENCES Taught the following courses: Public Speaking, Confidence building, Etiquette and manners, Basic and Advance leadership skills– Taking the Lead, How to motivate oneself, Creative writing – Turning personal inspirations into words, & Problem solving techniques and skills – How to approach a situation from different angles Organized "Summer Fun Festival @ IAID" for all participants at the end of the Summer Workshop. Level 3 Certificate in TESOL NCFE Accredited - INTESOL Academic – 8.5 General Training – 8.5 LANGUAGES English Urdu French Arabic Mr. Jayan Abraham Deputy Country Exams Manager Mr. Vishal Soraisam Exams Services Manager Mr. Yusuf Hameed IELTS Administrator British Council Qatar- British Council Qatar- British Council Qatar-