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Competences
Experience
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, trade‑history imports and client data migration. Implemented Zendesk omnichannel support with email, live chat, SnapCall voice and WhatsApp, plus dynamic ticket routing and chatbot flows. Introduced multilingual widgets, enriched CRM data views and CSAT feedback loops to enhance client experience. Created a comprehensive CS operations manual and empathy‑driven phone support standards. Delivered cross‑department presentations and led AI tool adoption with internal training programs. Handled full‑cycle CS recruitment, team restructuring and performance reviews.
Senior Trade Operations Officer
Advanced Markets Group
2022-11 - 2024-10
Managed trade operations for institutional and retail clients, investigating and resolving execution, slippage and platform disputes. Created client accounts, configured FIX API connections and uploaded 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 members to improve service scripts. Supported 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 handled client trading inquiries. Supported onboarding verification, regulatory screening and basic account management.
Customer Service Officer
Amana Capital
2017-08 - 2021-09
Provided professional support to retail clients via phone, chat and email, resolving account and platform issues. Ensured proper client onboarding, document processing and escalation of critical issues.
Langues
Arabic
intermediate
English
intermediate
French
intermediate
Derniere mise a jour: il y a 2 semaines