naema bakari

I am a results-driven Customer Service Team Leader with over two years of progressive experience in customer support, people management, and operational oversight. I specialize in performance management, team coaching, and implementing training strategies that improve KPIs and customer satisfaction.

My background includes frontline support, mentorship of new hires, and handling complex escalations using advanced de-escalation techniques to retain customers and resolve issues effectively. I am proficient with CRM platforms (Okta, Ujet, Genesys, Salesforce, Zendesk) and Microsoft Office, and I leverage data-driven insights to optimize workflows and staffing.

I bring hands-on operational experience from hospitality roles where I managed daily operations, financial reporting, and compliance, demonstrating adaptability and a commitment to service excellence. I am focused on continuous improvement, team development, and delivering measurable business outcomes.