About.

It all started with building process improvement in Google Sheets in 2018.
Finding simple and cost-sensitive solutions to boring tasks has been my number one task in all early-stage start-ups I've worked for. With DR SMILE I  had the chance to make an impact and work in different teams.
In 2020 we started implementing Zendesk in our Customer Service and I rapidly took over our suite's interface and automation optimisation.

I'm a curious autodidact who loves learning new things. When I was 15 I taught myself reading and writing in Arabic. Other self-taught talents are drawing, knitting, and crocheting which fuel my intense need to create.

Being interested in many things at once meant for a long time that I did not have a career path carved out for me. I could never only do one thing at a time. Product management allows me to wear many hats at a time and put my creative mind in the spotlight.
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In my previous role as Head of Customer Service, I took care of sourcing and mining data for our KPIs, creating the interface and automation for our ticketing tool, Zendesk, overseeing our cSAT and NPS results, as well as OKR and Budget planning.
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This experience inspired my transition into product management and motivated me to use customer insights to create great, customer-facing products, and help teams improve their workflows. I thoroughly enjoy creating products people like to use and offering simple and helpful solutions to complex problems.

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Head of customer service, Dr smile (Berlin) June 22 - april 23

• Leading 11 Leads of 8 different country teams
• Managed the Zendesk interface and automations
• Coordinated reporting and data collection in Salesforce and Looker
• Overseeing KPIs and setting OKR goals
• Delivering a quarterly passive revenue of +350k€
• Collaborated closely with the operational and tech teams as well as with external partners.

Senior Teamlead customer service, Operations Agent, Dr smile (Berlin) Feb18 - May 22

• Building the Customer Service from scratch. Growing the Team from 5 to 130 agents.
• Delivering high end customer service for B2C
• Creating automations and improving internal customer service and operational processes with multiple tools at hand.
• Coordinating the teams onboardings, hiring and firing