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Competências
Experiência
Client Success Manager
Daman Markets
2024-09 -
Manage a team of 7 across Dubai and Beirut, overseeing the merger of two brokerages with MT5 server integration, trade history imports 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. Created client accounts, configured FIX API connections and processed swaps, dividends and partner commissions. Monitored bridge performance 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 and coaching team members to improve service scripts. Handled escalations and contributed to workflow and documentation enhancements.
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 usage issues. Managed client onboarding, document processing and escalation of complex queries.
Idiomas
Arabic
native
English
intermediate
French
intermediate
Última atualização: há 2 semanas