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مهارتها
تجربه
Client Success Manager
Daman Markets
2024-09 -
Manage a team of 7 across Dubai and Beirut, overseeing the operational merger of two brokerages including MT5 server integration and client data migration. Implemented Zendesk omnichannel support, multilingual widgets, and AI‑powered chatbot flows, improving CSAT and KPI tracking. Authored a comprehensive CS operations manual and introduced empathy‑driven phone support standards. Delivered cross‑department presentations and led AI tool adoption and internal training programs.
Senior Trade Operations Officer
Advanced Markets Group
2022-11 - 2024-10
Managed trade operations for institutional and retail clients, resolving execution disputes, slippage and platform issues. Configured FIX API setups, uploaded swaps, dividends and partner commissions, and monitored bridges across MT5, Fortex and PrimeXM to ensure execution consistency.
Client Success Team Leader
Advanced Markets Group
2022-04 - 2022-11
Supervised daily activities of the client success team, ensuring SLA compliance. Coached team members, refined service scripts and handled escalations, while contributing to workflow and documentation improvements.
Back Office / Customer Service Officer
Advanced Markets Group
2021-09 - 2022-04
Reviewed KYC documents, processed deposits/withdrawals and addressed client trading inquiries. Supported onboarding verification, regulatory screening and basic account management.
Customer Service Officer
Amana Capital
2017-08 - 2021-09
Provided phone, chat and email support to retail clients, resolving account and platform issues. Managed client onboarding, document processing and escalation procedures.
زبانها
Arabic
native
English
intermediate
French
intermediate
آخرین بهروزرسانی: 2 هفته پیش