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Yanal Shahin

@yanalshahin

I lead customer service and content moderation teams while improving quality, workflows, and customer outcomes.

I lead customer service and content moderation operations at CSMENA, coaching agents, monitoring performance, managing schedules, handling escalations, and improving daily workflows.

I've also supported beneficiary data and protection programmes at Mateen Organization, coordinated British Council exam venues, and managed sales, imports, inventory, accounting, and retail operations at Villa Retail & Import.

Experience

Work history, roles, and key accomplishments

Team Leader

CSMENA

Jan 2024 - Dec 2026 (2 years 11 months)

Lead and supervise a team of customer service and content moderation agents, ensuring quality standards and performance targets are consistently met. Monitor team performance metrics, provide coaching, feedback, and conduct regular one-on-one sessions to support individual development.