Salma

Customer support professional with remote experience supporting users of a healthcare SaaS/EHR platform, alongside customer communication, CRM management and appointment coordination. Skilled in troubleshooting, onboarding, user guidance, case follow-up and clear communication across email, chat, phone and video. Brings a calm, empathetic approach to customer issues, accurate record-keeping and dependable follow-through.

Customer Support & Appointment Setter at NAR Consulting (2026-01 – Present)

• Manage inbound homeowner enquiries from initial contact through appointment booking, confirmation and follow-up.
• Communicate with customers by phone, SMS and email, responding to questions, concerns and scheduling requests professionally.
• Use GoHighLevel (GHL) CRM to maintain accurate customer records, tasks, appointment details, follow-ups and outcomes.
• Follow up with new, unresponsive, cancelled and quoted leads to maintain engagement and identify opportunities to recover appointments.
• Clarify project scope, timing, budget and homeowner needs to help determine appropriate next steps.

Co-Founder & ESL Instructor at English Education Academy (2024-08 – 2025-12)

• Co-founded and managed an online English-language education business, overseeing day-to-day operations and customer communication.
• Supported students through enquiries, scheduling, learning support and ongoing communication throughout the learning journey.
• Developed and delivered online English lessons for learners at different levels, including conversational and business English and IELTS preparation.
• Created digital content and marketing campaigns to generate enquiries and support student acquisition.
• Managed operational planning, financial administration and student follow-up.

Customer Support Representative / Training Assistant at Luminello (2021-08 – 2024-07)

• Provided first-line customer and technical support to psychiatrists, patients and administrative staff using a healthcare SaaS/EHR platform.
• Guided users through onboarding, platform navigation and troubleshooting involving patient records, scheduling, calendars, billing and financial workflows.
• Delivered empathetic support through email, chat, phone and Zoom, adapting explanations to users with different levels of technical confidence.
• Maintained accurate customer interaction records in CRM and ticketing systems to support continuity and follow-through.
• Helped users understand platform features and workflows through training and demonstrations.
• Handled sensitive customer information in accordance with HIPAA privacy requirements.
• Maintained more than 95% positive customer feedback, as reported in the original CV.
• Collaborated with internal teams, outsourced partners and suppliers to resolve issues and improve the customer experience.

Casino Tables Manager at Grandpalm Casino & Convention Center (2012-02 – 2016-04)

• Managed daily operations for 12 gaming tables and 62 staff, maintaining service standards, operational efficiency and compliance with company procedures and gaming regulations.
• Led, coached and trained frontline staff, and supported performance management, staff assessments and conflict resolution.
• Resolved customer and staff disputes calmly and professionally in a high-pressure environment.
• Monitored performance, revenue and cost-control measures; the original CV reports a 15% year-on-year increase in departmental market share.
• Supported the transition to a new Bally gaming data system, creating training documentation and coordinating training for 62 staff.

ESL Tutor at Saudi Electronic University (2020-07 – 2021-07)

• Delivered online English lessons through Blackboard Collaborate, focusing on reading, writing, speaking and listening.
• Adapted lessons for students across different age groups and English proficiency levels.

TEFL and TESOL Certification – ITT International (2020)

New Managers Programme (N.M.P.) – Wits Business School (2016)

Management Advancement Programme – Wits Business School (2001)

Additional courses – Coursera, The Start Tribe and other providers (2026)