Recommended expert
Zahra Kuhail-Team Leader
Check rate
Experience
Apr 2022 - Oct 2024
2 years 7 monthsLisbon, Portugal
RemoteTeam Manager
Revolut
Position Summary
Team Manager at Revolut
Industries
Banking and Finance
Business Areas
Customer Service
Marketing
- Lead a team of social media professionals in a high-growth environment, driving the development of problem-solving, critical thinking, analytical, and technical capabilities.
- Provide mentorship, guidance, and career development to team members, enabling them to achieve their full potential.
- Monitor performance metrics and queues for variations, making proactive adjustments as necessary to meet targets.
- Collaborate with cross-functional teams to establish and implement escalation channels and procedures that ensure optimal customer service.
- Influence team strategy and optimize social media operations through effective communication, data analysis, and process improvements.
- Continuously evaluate and improve team performance and processes, ensuring compliance with company policies and industry regulations.
- Implement new processes and tools to streamline workflows, increase efficiency and quality of customer service.
Aug 2021 - Mar 2022
8 monthsPortugal
Team Lead
Accenture
Position Summary
Team Lead at Accenture
Industries
Information Technology
Professional Services
Business Areas
Customer Service
Operations
Strategy
- Led a high-performing team through a successful transition, developing problem-solving, critical thinking, analytical, and technical capabilities.
- Provided expert mentorship, guidance, and career development to team members, resulting in improved performance and employee satisfaction.
- Monitored queues and metrics to proactively identify and resolve issues, ensuring SLAs were met and exceeded.
- Implemented efficient escalation channels and procedures in collaboration with cross-functional teams, resulting in enhanced customer service and reduced resolution times.
- Influenced team strategy and operations through effective communication, data analysis, and process improvements, resulting in optimized performance and increased customer satisfaction.
Jun 2020 - Jul 2021
1 year 2 monthsPortugal
Customer Service Team Manager
Sitel
Position Summary
Customer Service Team Manager at Sitel
Industries
Professional Services
Business Areas
Customer Service
Operations
- Develop, support, and mentor team members through employee development plans.
- Plan and implement department goals while assuring the improvement of quality and productivity of the effectiveness.
- Manage and direct a staff of ten Customer Service Advisors.
- Motivate and educate staff to deliver on departmental customer satisfaction results and weekly performance goals.
- Participate in the development and enhancement of general processes and coaching procedures that support company service, productivity, and revenue goals.
- Create and develop staffing plans and work with both the management and training department to ensure staffing strategies are effectively executed.
- Manage communication between more than 20 partners in the Middle East and Africa to assure the delivery of a high-quality customer service experience.
Jul 2019 - Apr 2020
10 monthsPortugal
Digital Marketing Executive
Meta
Position Summary
Digital Marketing Executive at Meta
Industries
Advertising
Business Areas
Customer Service
Marketing
Sales
- Plan and execute advertising policies and strategies for organizations.
- Provide digital marketing solutions to small and medium businesses.
- Build high-level professional relationships, direct contacts, and networks and create open lines of communication.
- Work individually under established procedures to accomplish assigned tasks with an overall quality score of 98%.
- Train business owners in social media strategies and policies especially in Facebook, Instagram, and WhatsApp marketing.
- Anticipate and creatively assist customers to resolve all challenges faced on our platforms.
- Achieve weekly, monthly, and annual sales goals.
- Create solution-based execution plans to achieve business goals based on Facebook Analytics and internal reporting data.
- Develop and execute multiple print and digital marketing efforts to enhance brand visibility.
Jul 2018 - Jun 2019
1 yearLisbon, Portugal
Customer Support Representative
Meta
Position Summary
Customer Support Representative at Meta
Industries
Information Technology
Media and Entertainment
Business Areas
Customer Service
Marketing
- Provide expert support to Meta advertisers across Facebook and Instagram platforms.
- Assist clients with campaign setup, optimization, billing issues, and policy guidance.
- Deliver strategic advice to improve ad performance and ROI.
- Troubleshoot technical issues and collaborate with internal teams for resolution.
- Maintain high customer satisfaction and consistently exceed quality and efficiency KPIs.
- Educate clients on platform updates, best practices, and advertising tools.
- Support small to medium businesses in achieving marketing goals through tailored solutions.
Dec 2017 - Jul 2018
8 monthsPortugal
Customer Service Representative
Wish
Position Summary
Customer Service Representative at Wish
Industries
Retail
Business Areas
Customer Service
- Provide customer support in a high-volume, fast-paced environment.
- Resolve inquiries and concerns, ensuring high customer satisfaction.
- Promote customer loyalty and support sales growth.
- Respond to product and service questions via email and other channels.
- Collaborate with partners to resolve issues and deliver solutions.
- Direct customers to billing for payment support and clarification.
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Banking and Finance, Professional Services, Information Technology, Advertising, Media and Entertainment, and Retail.
Banking and Finance
Professional Services
Information Technology
Advertising
Media and Entertainment
Retail
Business Area Experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Marketing, Operations, Sales, and Strategy.
Customer Service
Marketing
Operations
Sales
Strategy
Languages
Arabic
NativeEnglish
NativeTurkish
AdvancedEducation
Oct 2009 - Jun 2013
Palestine Applied Polytechnic
Bachelor's degree · Education Technology · Hebron
Certifications & licenses
Life Coach Certification Course
Life Coach Training Institute
Statistics
Experience
Total positions 6
Experience in Banking and Finance 2.5 y
Avg length 1 y 1 m
Longest experience 2 y 6 m
Global Experience
Countries worked in 1 (Portugal)
Primary country Portugal
Expertise
Recent roles Team Manager, Team Lead, Customer Service Team Manager
Main industries Banking and Finance, Professional Services, Information Technology
Main business areas Customer Service, Marketing, Operations
Qualifications
Highest degree Bachelor
Certifications earned 1
Profile
Created
Last Update
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Frequently asked questions
Do you have questions? Here you can find further information.
Where is Zahra based?
Zahra is based in Lisbon, Portugal.
What languages does Zahra speak?
Zahra speaks the following languages: Arabic (Native), English (Native), Turkish (Advanced).
How many years of experience does Zahra have?
Zahra has at least 7 years of experience. During this time, Zahra has worked in at least 6 different roles and for 5 different companies. The average length of individual experience is 1 year and 1 month. Note that Zahra may not have shared all experience and actually has more experience.
What roles would Zahra be best suited for?
Based on recent experience, Zahra would be well-suited for roles such as: Team Manager, Team Lead, Customer Service Team Manager.
What is Zahra's latest experience?
Zahra's most recent position is Team Manager at Revolut.
What companies has Zahra worked for in recent years?
In recent years, Zahra has worked for Revolut, Accenture, and Sitel.
Which industries is Zahra most experienced in?
Zahra is most experienced in industries like Banking and Finance, Professional Services, and Information Technology. Zahra also has some experience in Media and Entertainment, Advertising, and Retail.
Which business areas is Zahra most experienced in?
Zahra is most experienced in business areas like Customer Service, Marketing, and Operations. Zahra also has some experience in Sales and Strategy.
Which industries has Zahra worked in recently?
Zahra has recently worked in industries like Banking and Finance, Professional Services, and Information Technology.
Which business areas has Zahra worked in recently?
Zahra has recently worked in business areas like Customer Service, Marketing, and Operations.
What is Zahra's education?
Zahra holds a Bachelor in Education Technology from Palestine Applied Polytechnic.
Does Zahra have any certificates?
Zahra has 1 certificate: Life Coach Certification Course.
What is the availability of Zahra?
Zahra is immediately available for suitable projects.
What is the rate of Zahra?
Zahra's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.
How to hire Zahra?
To hire Zahra, click the Meet button on the profile to request a meeting and discuss your project needs.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
1000
750
500
250
Market avg: 824-984 €
Market avg: 824-984 €
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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