Runa

I am a dedicated and customer-focused professional with extensive experience in optical services, retail customer care, administration, and education. Throughout my career, I have developed excellent communication, interpersonal, and organisational skills through working in busy customer-facing environments, supporting individuals from diverse backgrounds and ensuring a high standard of service at all times. My experience within optical practice includes dispensing glasses, conducting pre-screening tests, booking and managing appointments, processing NHS vouchers, maintaining accurate patient records, and providing advice on spectacle and contact lens care.

I am confident in handling patient enquiries, resolving concerns sensitively, and ensuring customers receive a positive experience throughout their eye care journey. In my current role as an ESOL Tutor, I support learners from a wide range of cultural and social backgrounds to develop confidence, communication, and essential life skills. I am passionate about delivering outstanding customer service, building meaningful relationships with customers and patients, and contributing positively to a professional team.

Tutor - Basildon Adult learning college

(2023-02)

Planning and deliver engaging lessons that support learners in developing their English language skills in speaking, listening, reading, and writing. I create schemes of work and lesson plans tailored to learners' needs and goals, assess progress through initial, formative, and summative assessments, and provide constructive feedback to support achievement.

• Tracking learner progress and maintaining accurate records
• Preparing learning resources
• Differentiating activities for diverse abilities
• Promoting learner wellbeing and inclusion
• Supporting learners to build confidence and language skills needed for everyday life, employment, and further education

SEMH Tutor - Prospero teaching

(2023-12)

Teach and support post-16 students with Social, Emotional and Mental Health (SEMH) needs in developing their English, Maths, and Life Skills. Plan and deliver tailored lessons that meet individual learning needs, promote engagement, and build confidence. Support learners to overcome barriers to learning, improve communication and numeracy skills, and develop independence, resilience, and readiness for further education, employment, and everyday life.

• Monitor progress and maintain accurate records
• Create a safe, inclusive, and supportive learning environment that enables students to achieve their personal and educational goals

Tutor/Assessor - Brit College

(2022-11)

• Preparing DET course materials
• Plan and facilitate lessons
• Communicate with students via email, discussion forums, audio and video conferencing
• Keeping track of individual student profile
• Providing feedback on student assignments and queries related to modules

Learning Support Assistant - Oakfield Primary school

(2022-02 - 2023-08)

Customer advisor - Nova croft

(2022-08 - 2023-01)

• Handling large volume of incoming calls from customers
• Operating multiple databases to apply for Oyster applications and prices refunds
• Resolving customer queries and complaints efficiently
• Attending team meetings and training sessions remotely

Data entry Administrator / Optical Advisor

(2022-03 - 2022-08)

• Updating NHS vouchers on excel database
• Handling sensitive patient information
• Booking appointments
• Dealing with patients queries and resolving customer complaints

Literacy/ Level 3 Business Tutor - Shaw Trust - London - London

(2018-06 - 2020-12)

Business tutor role - Plan and facilitate level 3 Business class. Teaching Business decision making modules and Business communication as-well as various others. Support students on a one to one basis. Uploading study materials on portal and assess student work. Literacy tutor roles - Work on achieving individual learning goals and group learning goals.

• Set homework according to current topic and assess student work
• Write end of term progress reports for learners

Esol classroom assistant - Tower hamlets council - London - London

(2018-04)

• Working one to one with learners who require extra support
• Assisting with assessments and exam invigilating
• Ensuring for completion of set homework
• Registration for learners
• Supporting tutor on day to day basis

Administrator - Nafas Bangladeshi Drugs Project

(2006-07 - 2008-04)

First point of contact

• Reconciling payments and bank statements
• Setting up new accounts for new employees
• Reviewing self-bills received from clients and matching to internal invoices
• Assisting with cash allocation
• Complete credit checks for new businesses we're looking to trade with and discussing results with Manager
• Post client payments to the credit control system
• Contacting clients for missing remittance
• Processing fortnightly invoices for service providers
• Monitoring and distributing daily Credit Control and Purchase order
• Editing invoices to include purchase order numbers and forwarding them onto client contacts

Project coordinator - Social action for health

(2002-11 - 2005-05)

First point of contact

• Maintaining employee records
• Updating HR databases
• Preparing contracts and letters
• Scheduling interviews
• Assisting with onboarding and induction processes
• Supporting recruitment activities
• Report and manage absence and attendance records
• Respond to basic employee queries, and ensure confidentiality of sensitive information
• Manage general office duties such as filing, data entry, and supporting HR projects to ensure smooth and efficient HR operations

Bengali health advocate - Barts and the London trust

(2005-03 - 2006-06)

• Translating and interpreting from English to Bengali, Hindi and Urdu between patient and professionals
• Maintaining and managing medical negligence cases
• Sign posting users to other services available

Vision Express optical lab

(2000-11 - 2002-10)

• First point of contact for patients
• Booking and managing appointment diary
• Teaching patients how to wear and care for contact lenses
• Managing daily admin duties of clinic

GCSE - Math's, English, Science, Geography, Bengali and French - St Pauls way community school (1993-01 - 1998-12)

A level - English literature, Sociology and Art - Tower Hamlets college (1999-01 - 2000-12)

Diploma in Education and Training Level 5 - DET - London School of Commerce and IT (2019-01 - 2019-12)

BA Hons - Business and management - University of Sunderland - London Canary Wharf Campus (2014-09 - 2018-08)