Dania Zughair
Senior Shift Leader Customer Care
Jerusalem
Summary
Dynamic professional with a strong background in customer service, team leadership, and cross-cultural communication. Over 10 years of experience in managing client relationships, resolving issues, and delivering high-quality support to B2C and B2B clients. Currently working as a Local News Producer, leveraging research, organizational, and interpersonal skills to deliver results. Proficient in English, Arabic, and Hebrew, with expertise in SaaS support,CRM tools and problem-solving.
Overview
10
10
years of professional experience
Work History
Local News Producer/Fixer
Freelancer
11.2023 - Current
- Conduct in-depth research and planning for reporting projects, ensuring seamless logistical coordination.
- Facilitate access to key interviewees, restricted locations, and required permits, using strong local knowledge.
- Provide language translation services (written and oral), enabling effective communication across cultures.
- Resolve unexpected challenges during reporting processes, such as equipment issues or conflicts with authorities.
Senior Shift Leader (Customer Care)
Air Doctor
04.2022 - 10.2023
- Managed cross-site teams, overseeing daily operations for customer service agents across multiple locations.
- Acted as the main escalation point for complex cases, ensuring swift and effective resolutions.
- Coordinated global communication between clients and clinics, supporting B2C and B2B clients.
- Monitored team performance, improved KPIs, and enhanced customer satisfaction by over 90%.
Team Leader (Customer Care)
Transcend – SHEIN Project
11.2021 - 01.2022
- Supervised a team of customer service representatives, ensuring timely ticket resolution and high service standards.
- Conducted training sessions, resulting in a 15% improvement in customer satisfaction rates.
- Produced reports analyzing team performance and implemented solutions for improved efficiency.
Sales and Business Development Roles
Various Positions From 2015 – 2020
01.2015 - 01.2020
- Developed and maintained relationships with key accounts and VIP clients, ensuring satisfaction and loyalty.
- Managed affiliate partnerships, negotiated contracts, and supported marketing campaigns.
- Collaborated with cross-functional teams to improve customer engagement and retention strategies.
Education
Bachelor of Arts - Journalism With Minor in English Language
Al-Quds University, Abu Dis
Jerusalem, Israel 04.2001 -
Skills
Customer Service Expertise: Managing escalations, B2B/B2C support, KPI monitoring
Technical Tools: CRM systems (Salesforce, Zoho, HubSpot), SaaS platforms
Research & Coordination: Strong planning, translation, and organizational abilities (current role as a producer)
Languages: Arabic (Full Professional), English (Native), Hebrew (Professional Working)
Soft Skills: Problem-solving, leadership, time management, multitasking
Timeline
Local News Producer/Fixer
Freelancer
11.2023 - Current
Senior Shift Leader (Customer Care)
Air Doctor
04.2022 - 10.2023
Team Leader (Customer Care)
Transcend – SHEIN Project
11.2021 - 01.2022
Sales and Business Development Roles
Various Positions From 2015 – 2020
01.2015 - 01.2020
Bachelor of Arts - Journalism With Minor in English Language
Al-Quds University, Abu Dis
04.2001 -