I am a client-facing operations and customer care specialist with more than eight years of experience supporting customers, advertisers, and internal teams in fast-paced international environments. I build trusted client relationships through clear communication, empathy, sound judgment, and effective problem solving.
I have worked across Accenture, Google Ads, Airbnb, and Point Full, handling customer support, trust and safety cases, commercial account advisory, workflow coordination, and executive outreach. My experience includes voice, chat, and email support, as well as high-volume case management and multi-system navigation.
I use data to improve client outcomes and operational performance. In my Google Ads role, I analyzed campaign data and made targeting and placement recommendations that contributed to a 30% increase in campaign ROI. I also create accurate KPI reports and dashboards for leadership using Excel and Power BI.
As a Workflow Lead, I coordinate daily capacity, assign cases in real time, monitor SLA performance, identify bottlenecks, and support onboarding and quality coaching. My operational improvements contributed to a 20% productivity increase and helped reduce resolution times while maintaining service standards.
I am fluent in Arabic and English and advanced in Portuguese, with elementary Spanish. I enjoy working with diverse teams and am committed to delivering a professional, customer-focused experience while identifying opportunities to improve processes and commercial results.
