افتح هذا الملف الشخصي
سجّل مجانًا كصاحب عمل لعرض السيرة الذاتية الكاملة وبيانات الاتصال والتواصل مع المرشح.
المهارات
الخبرة
Client Success Manager
Daman Markets
2024-09 -
Manage a team of 7 across Dubai and Beirut, overseeing daily operations and performance reviews. Directed the merger of two brokerage entities, handling MT5 server integration, trade‑history imports, and client data migration. Implemented Zendesk omnichannel support with dynamic routing, chatbot flows, and automated tagging for KPI tracking. Introduced multilingual widgets, enriched CRM data views, and CSAT feedback loops to enhance client experience. Led AI tool adoption and created internal training programs for cross‑functional AI usage.
Senior Trade Operations Officer
Advanced Markets Group
2022-11 - 2024-10
Managed trade operations for institutional and retail clients, ensuring execution consistency across MT5, Fortex, and PrimeXM bridges. Resolved trading disputes related to slippage, execution errors, and platform issues. Configured FIX API setups, uploaded swaps, dividends, and partner commissions, and created client accounts. Monitored bridge performance and coordinated with technical teams to maintain high availability. Produced detailed operational reports for senior management.
Client Success Team Leader
Advanced Markets Group
2022-04 - 2022-11
Supervised a client success team, ensuring SLA compliance and handling escalations. Coached team members, refined service scripts, and introduced performance metrics. Collaborated with back‑office and sales to streamline workflows and improve client onboarding. Documented process improvements and contributed to knowledge‑base updates. Conducted regular performance reviews and feedback sessions.
Back Office / Customer Service Officer
Advanced Markets Group
2021-09 - 2022-04
Reviewed KYC documents, processed deposits and withdrawals, and addressed client trading inquiries. Supported onboarding verification and regulatory screening for new accounts. Handled routine account management tasks and escalated complex issues to senior staff. Maintained accurate records in compliance with AML/CFT regulations. Assisted in preparing audit reports and internal compliance documentation.
Customer Service Officer
Amana Capital
2017-08 - 2021-09
Provided multi‑channel support (phone, chat, email) to retail clients, resolving platform usage and account‑related queries. Managed client onboarding, document processing, and issue escalation workflows. Ensured adherence to KYC and AML procedures during account verification. Collaborated with technical teams to troubleshoot trading platform problems. Contributed to the development of FAQ resources and training materials for new hires.
التعليم
Bachelor’s in Business Administration with Emphasis in Financial Engineering, Notre Dame University – Lebanon
اللغات
Arabic
intermediate
English
intermediate
French
intermediate
آخر تحديث: منذ أسبوعين