I am an experienced Subject Matter Expert and delegate Team Leader with a strong background in customer service and complaint management. At Lufthansa, I led remote teams, provided specialist support, and ensured high performance through structured coaching and clear communication. My earlier roles at Vodafone – VOIS involved handling sensitive escalations, managing complex complaints, and improving customer satisfaction. I am highly skilled in conflict resolution, leadership, and performance monitoring. Plus being fluent in Arabic, English and German. My career reflects a commitment to quality, customer focus, and achieving corporate goals
Experience
Lufthansa
Jun 2022 – Apr 2025
Virtual
SME
As SME and Delegate Team Leader at the Lufthansa Group, I not only led teams in
challenging situations but also acted as a contact person for specialist questions, thus
continuously ensuring the quality of work. I gained extensive experience in leading and
coaching remote teams, which helped me build flexible, motivated, and high-performing
teams. It was particularly important to me to ensure clear communication and structured
coaching so that all team members could achieve their individual goals while maintaining
focus on the overall corporate goals.
