I am a senior customer experience professional with 13+ years of experience across customer support, client success, community management, and quality operations. I have worked in remote and APAC-facing roles, supporting customers, players, and internal teams while consistently improving service quality and satisfaction.
I specialize in CX quality control, chatbot training, knowledge base improvement, and process optimization. I have monitored customer interactions, conducted QA audits, coached agents, and identified trends and gaps to improve performance and operational efficiency.
In my recent roles, I managed escalations, supported onboarding and training, tracked CSAT, DSAT, and resolution metrics, and helped teams maintain SLA and productivity targets. I also trained and fine-tuned chatbots by improving intents, conversational flows, and response quality.
My background includes community management and senior client success leadership, where I managed strategic accounts, supported post-sales engagement, and acted as a liaison between customers and internal teams. I have experience driving upsell opportunities, account health, and customer retention across multiple industries.
I bring strong leadership, critical thinking, problem solving, negotiation, and management skills. I am comfortable working cross-functionally, mentoring teams, and contributing to customer-centric process improvements.
I hold a Bachelor’s degree in Industrial & Production Engineering and an MBA. I am based in Doha, Qatar, and I am open to remote customer experience and client success opportunities.
