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Competences
Experience
Client Success Manager
Daman Markets
2024-09 -
Lead a team of 7 across Dubai and Beirut, overseeing daily client support operations. Managed the merger of two brokerage entities, handling 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, CSAT collection, and proactive service workflows. Created a comprehensive CS operations manual and empathy‑driven phone support standards, and drove AI tool adoption through 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 client accounts and FIX API setups, uploading swaps, dividends and partner commissions. Monitored bridge connectivity across MT5, Fortex and PrimeXM to ensure execution consistency. Collaborated with compliance and back‑office teams to maintain regulatory standards.
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. Contributed to workflow optimisation and documentation improvements across the department.
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 tasks.
Customer Service Officer
Amana Capital
2017-08 - 2021-09
Provided professional support to retail clients via phone, chat and email, resolving account and platform usage issues. Managed client onboarding, document processing, and escalation of complex queries.
Formation
Bachelor’s in Business Administration with Emphasis in Financial Engineering, Notre Dame University – Lebanon
Langues
Arabic
native
English
intermediate
French
intermediate
Derniere mise a jour: il y a 2 semaines