Zahra Fakher
Team Leader
Dusseldorf
Summary
Results-driven Team Leader with a strong background in team management, performance optimization, and operational efficiency. Skilled in coaching, mentoring, KPI monitoring, and strategic problem-solving to drive team success. Adept at fostering collaboration, ensuring process compliance, and leading high-performing teams. Seeking to leverage expertise in leadership and operations in the role of Senior Team Manager to further enhance team performance and organizational efficiency.
Overview
7
7
years of professional experience
20
20
Certifications
5
5
Languages
Work History
Team Leader
TELUS International
Essen
08.2022 - Current
- Team Performance & Leadership: Lead a team of agents, ensuring alignment with company and client expectations
- Conduct regular 1:1 coaching sessions to enhance individual and team performance
- KPI & Metrics Management: Monitor and analyze key performance indicators (Accuracy Rates, AHT, NHT, Utilization) to meet or exceed operational targets
- Implement action plans for improvement
- Operational Efficiency: Manage daily queue operations to ensure workflow optimization and resource allocation, improving service levels and efficiency
- Training & Development: Provide continuous coaching and performance feedback, identifying development opportunities to support career growth
- Problem-Solving & Escalations: Address escalations promptly, providing guidance and solutions to resolve issues effectively
- Identify process gaps and propose solutions to enhance operational effectiveness
- Collaboration & Reporting: Work closely with Senior Managers and stakeholders to report team performance, highlight key achievements, and recommend process enhancements
- Prepare detailed reports on performance trends and improvement plans
Retail Designer Manager
Huawei Technologies
Tehran
12.2019 - 07.2021
- Designed and executed marketing materials for retail spaces, ensuring brand consistency
- Managed agency collaborations for architectural projects and retail branding
Architect
FMZD
09.2019 - 11.2019
- Created functional 2D and 3D designs, optimizing space usage and project efficiency
- Developed diagrams and architectural plans based on project needs
Junior Architect
Sayé Architects
02.2018 - 07.2018
- Assisted in designing architectural layouts and developing 3D models for various projects
Education
Bachelor's Degree - Architectural Engineering
Islamic Azad University
Skills
- Leadership & Team Management
- Strategic Planning & Decision-Making
- Process Compliance & Reporting
- Problem-Solving & Conflict Resolution
- Coaching & Development
- Operational & Quality Management
- Performance Optimization & KPI Analysis
- Leadership & Team Management
Certification
Leadership & Performance Management Training – TELUS International
Timeline
Team Leader
TELUS International
08.2022 - Current
Retail Designer Manager
Huawei Technologies
12.2019 - 07.2021
Architect
FMZD
09.2019 - 11.2019
Junior Architect
Sayé Architects
02.2018 - 07.2018
Bachelor's Degree - Architectural Engineering
Islamic Azad University
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