Serelda Nair
London,Hoxton
Summary
Customer-focused professional with strong communication expertise and leadership proficiency, combining calm under pressure with a strong customer service orientation. Demonstrates advanced skills in customer relationship management systems, including Salesforce CRM and other CRM software, to support relationship management, complaint handling and customer education and onboarding. Experienced in inventory control techniques, inventory management and office administration, with proven ability in schedule management, staff performance management and employee management. Adept at technical writing, presentation design and delivery, social media marketing and public relations to enhance customer engagement and programme development. Seeks to leverage problem-solving strengths, creative problem solving and helpdesk operations experience within a dynamic, service-driven environment. Hardworking Customer Service Representative brings proven success in overseeing administrative areas. Knowledgeable about best methods for managing resources, schedules and personnel to achieve objectives. Tech-savvy and always looking for improvement opportunities.
Overview
8
8
years of professional experience
Work history
CUSTOMER SERVICE REPRESENTATIVE
Contiki
London
2025.08 - 2026.03
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Facilitated customer loyalty programmes to enhance customer retention.
- Assisted customers in making informed decisions by providing detailed product information.
- Performed administrative duties contributing towards smooth store operations.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Ensured smooth running of operations with timely preparation of reports.
- Enhanced communication channels through regular updates on company policies and promotions.
- Maintained clean, orderly work environment promoting conducive atmosphere for both staff and customers.
- Assisted customers with varying questions using product knowledge and service expertise.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 100%.
- Offered technical support, leading to enhanced user experience.
- Managed high volume of inbound calls for quick resolution of customer issues.
WELCOME STAFF COODINATOR – CASUAL
The Tour Guy
London
2025.08 - 2026.03
- Engage with every client: Greet with warm and friendly smile, proactive assistance, and positive communication.
- Ask questions to travellers about their tour: Take moments to understand their needs, interests, and expectations.
- Provide recommendations as local expert: Share tips, hidden gems within London and suggestions to make their experience unique and memorable.
- Adapt to different expectations and cultures.
- Ensure inclusiveness with travellers attending tours.
- Oversaw daily operations ensuring consistency in quality and service delivery of tours. Managed over 50 tourists at one given time in preparation of tour.
ASSOCIATE AUDITOR – CONTRACT
Strange Safety Consultancy
London
2025.06 - 2025.07
- Prepared detailed audit reports for management review.
- Maintained comprehensive knowledge of current industry regulations by attending professional development courses.
- Worked closely with various departments to compile needed documentation for audits.
- Streamlined audit processes to improve efficiency.
- Enhanced understanding of complex accounting systems through continuous learning.
- Developed strong relationships with clients, built trust and cooperation during audit process.
- Promoted culture of integrity within organisation by performing unbiased audits.
- Conducted risk assessments, identified areas for improvement.
- Tested internal controls against stated policies and procedures.
ENVIRONMENTAL HEALTH OFFICER
City of Karratha
Karratha
2021.07 - 2025.05
- Investigated complaints regarding food safety, leading to improved restaurant hygiene practices.
- Prepared detailed reports on findings from inspections for informed decision making by authorities.
- Reviewed planning applications for potential impact on environment, safeguarding natural resources effectively.
- Improved local environmental standards by conducting regular inspections.
- Conducted risk assessments for effective management of environmental health hazards.
- Negotiated with violators to ensure compliance with regulations, preventing further breaches.
- Trained staff members on proper handling of hazardous materials, enhancing workplace safety.
- Collaborated with other professionals to develop effective environmental policies.
- Enforced legislation related to environmental health, ensuring compliance from businesses and individuals.
- Coordinated emergency response efforts during environmental disasters, minimizing damage and loss of life.
- Educated employers on preventative measures to avoid occupational and environmental failings.
- Trained staff through courses and resources covering relevant health and safety standards.
- Performed random inspections of food preparation areas to assess hygiene compliance.
TOURISM SERVICES OFFICER – CASUAL
City of Karratha
Karratha
2022.04 - 2024.09
- Worked diligently under pressure whilst preserving high-quality output.
- Provided customer service to improve overall visitor experience.
- Increased operational efficiency by streamlining administrative processes.
- Maintained high standards of personal conduct, contributing to positive work environment.
- Collaborated with colleagues for effective teamwork.
- Delivered top-notch service to visitors, enhancing their experience at venue.
- Enhanced customer satisfaction through exceptional service delivery and follow-up procedures.
- Conducted comprehensive market research to identify emerging trends in tourism sector.
- Oversaw daily operations of sales department, ensuring smooth workflow at all times.
- Developed strong relationships with key tourism industry partners to enhance company visibility.
HEALTH & SAFETY OFFICER
Pilbara Ports Authority
The Burrup Peninsula, Dampier
2019.04 - 2021.07
- Investigated incidents thoroughly, ensuring future preventive measures were set in place.
- Ensured adherence to all relevant legislation with frequent policy reviews.
- Established emergency response plans, improving readiness in crisis situations.
- Liaised with external bodies for up-to-date knowledge on safety standards.
- Fostered environment of continuous improvement by encouraging employee feedback on safety measures.
- Provided advice on occupational health issues, promoting healthier workforce.
- Developed safety procedures to ensure minimal accidents in workplace.
- Monitored compliance with waste management regulations reducing environmental impact.
- Conducted regular site inspections for safer working environment.
- Implemented health and safety regulations that improved employee wellbeing.
- Managed risk assessments to identify potential hazards in workplace.
- Kept abreast with new legislation related to Health and Safety, ensuring full company compliance at all times.
- Collaborated with management teams in developing effective safety policies.
- Supported staff, actively listened to their concerns and provided practical advice and guidance.
- Advised and supported improvements of standards, working conditions, communications and processes to adhere to all health and safety responsibilities.
- Performed on-site inspections to check legitimate implementation of policies and procedures.
- Expertly guided H&S decisions in areas with low-scoring audits to guarantee compliance.
- Initiated and assisted in emergency drills, including simulations of foreseeable emergencies with local authorities.
- Wrote and updated company EHS manual and reviewed changes to support accuracy.
- Conducted site inspections to determine hazard-free environment.
- Promoted safe working practices, enabling staff safety and wellbeing.
- Implemented necessary staff training to improve health and safety standards in different scenarios.
- Examined tools, machinery and equipment to determine safety and adequacy.
- Managed Health, Safety and Environmental compliance for various projects.
HEALTH & SAFETY OFFICER
Brida Pty Ltd
Dampier
2018.06 - 2019.04
- Implemented health and safety regulations that improved employee wellbeing.
- Maintained records accurately which facilitated efficient tracking of incidents and improvements.
- Provided advice on occupational health issues, promoting healthier workforce.
- Examined tools, machinery and equipment to determine safety and adequacy.
- Informed authorities about incidents to comply with mandated health and safety laws and regulations.
- Warned employers or managers about hazards and non-compliant practices and initiated enforced changes.
- Performed risk assessments in line with safety guidelines and submitted reports for action.
- Oversaw emergency procedures for staff organisation, fire drills and alarm response.
- Created detailed reports on inspection and audit findings, enabling businesses to adapt improved safety measures.
- Developed and reviewed risk assessments for construction sites with contractors.
- Prepared reports outlining achievement of Health, Safety and Environmental KPIs.
- Improved workplace safety through regular compliance assessments.
- Assessed workplace risks, educating workers on related laws and regulations.
- Recommended measures to minimise exposure of workers to toxic environments.
- Devised and implemented policy adaptations for minimised health and safety risks.
- Trained staff and contractors on occupational and environmental health compliance.
- Investigated reports of injuries and near misses, testing equipment and inspecting work stations to locate hazards.
- Supplied ergonomic equipment and tools for enhanced employee working conditions.
Education
NEBOSH (National Examination Board in Occupational Health and Safety) International General Certification - Occupational Health and Safety
ACT Associates
London 06/2025 -
TEFL (Teaching English as a Foreign Language) Certification - Teaching
The TEFL Org
London 05/2025 -
Graduate Diploma - Environmental Health
Edith Cowan University
Joondalup 02/2017 - 11/2017
Bachelor of Health Science - Occupational Health & Safety
Edith Cowan University
Joondalup 02/2013 - 11/2016
Skills
- Communication expertise
- Leadership proficiency
- Inventory control techniques
- Risk management software
- Customer relationship management systems
- Presentation design and delivery
- Training and Development
- Staff performance management
- Office administration
- Calm under pressure
- Communication skills
- Resourcefulness
- Public Relations
- Social media marketing
- Programme development
- Strong written communication
- Patient attitude
- Email correspondence expertise
- Social media engagement competency
- Pressure handling
- Helpdesk operations
- E-Commerce experience
- Problem-solving
- Team Leadership
- Relationship Management
- Creative problem solving
- Customer relationship management
- Problem solver
- Active listening
- Complaint handling
- Strong customer service orientation
REFERENCES
- Carlen, Oliveira, Customer Services Representative Supervisor – Contiki Travel Hub, carlen.oliveira@contiki.com, +44 7352 240213, Contiki
- Elaine, Black, Product Manager, elaine@thetourguy.com, +44 7311 068086, The Tour Guy
- Bree, Johnson, Tourism Services Supervisor, bree.johnson@karratha.wa.gov.au, City of Karratha
- Peter, Haas, Senior Environmental Health Officer, peter.haas@karratha.wa.gov.au, +61 417 188 241, City of Karratha
PASSIONS
Cultural Travel: Passionate about exploring diverse cultures and histories through tailored travel experiences., Culinary Experiences: Dedicated to discovering and learning about global cuisines and culinary traditions., Continuous Learning and Innovation: Passionate about updating my industry knowledge and embracing new skills in the travel industry., Customer Focused: Understand customer needs and deliver personalized trip resulting in long-term customer-company relationships.
Custom
Eligible to work in the UK under Youth Mobility Scheme Visa - No restrictions
Affiliations
- Reading
- Exercising
- Photography
- Writing
References
References available upon request.
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Contiki
2025.08 - 2026.03
WELCOME STAFF COODINATOR – CASUAL
The Tour Guy
2025.08 - 2026.03
ASSOCIATE AUDITOR – CONTRACT
Strange Safety Consultancy
2025.06 - 2025.07
TOURISM SERVICES OFFICER – CASUAL
City of Karratha
2022.04 - 2024.09
ENVIRONMENTAL HEALTH OFFICER
City of Karratha
2021.07 - 2025.05
HEALTH & SAFETY OFFICER
Pilbara Ports Authority
2019.04 - 2021.07
HEALTH & SAFETY OFFICER
Brida Pty Ltd
2018.06 - 2019.04
NEBOSH (National Examination Board in Occupational Health and Safety) International General Certification - Occupational Health and Safety
ACT Associates
06/2025 -
TEFL (Teaching English as a Foreign Language) Certification - Teaching
The TEFL Org
05/2025 -
Graduate Diploma - Environmental Health
Edith Cowan University
02/2017 - 11/2017
Bachelor of Health Science - Occupational Health & Safety
Edith Cowan University
02/2013 - 11/2016