• Manage a team of assigned customer service operation and ensures they comply with company guidelines particularly related to quality of service.• delegating responsibilities.• empower the team to reach goals and enforce company policies and standards.• Maintain a professional workspace and workflow• Make necessary adjustments to ensure appropriate service provision.• Prepares monthly reports summarizing the assigned customer service team's performance.• Assists management in identifying trends and forecasts.• Supervising day-to-day operations in the customer service department.• Creating effective customer service procedures, policies, and standards.• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.• Implementing an effective customer loyalty program.• Maintaining accurate records and documenting all customer service activities and discussions.• Managing the approved budget of the customer service department.• Staying informed on the latest industry techniques and methods.• Keep ahead of industry's developments and apply best practices to areas of improvement.• Work closely with other departments to ensure a consistent and seamless customer experience.

•Nurturing customer relationships through onboarding calls and meetings•Coordinating quality assurance with the development team and keeping customers updated on new releases•Providing technical support and responding to support tickets•Working closely with our customers to ensure they are satisfied with the solution and services•Educating customers about the solution’s functions and capabilities•Gathering feedback, researching best practices, analyzing user journeys, developing customer service protocols, and updating customer success logs (e.g., module/feature usage, overall satisfaction, etc.)•Implementing Customer Success programs including onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.)•Working closely with CEO to increase the quality of service•Collaborating with the development team to set up or configure the software according to customer requirements/ troubleshooting technical issues raised by customers•Representing the voice of the customer•Assisting on sales on select projects•Building customer-specific business analytics•Measuring customer satisfaction and working on improvements•Growing user adoption•Growing customer lifetime value•Setup the Customer Support Department and Account Management Department from the scratch (Starting from the tools till hiring employees)•Acquiring New Merchants

• Provide daily support to customers by phone, email, web based services and social media• Improve customer service experience, create engaged customers and facilitate organic growth• Take ownership of customers issues and follow problems through to resolution• Develop service procedures, policies and standards• Keep accurate records and document customer service actions and discussions• Analyze accurate reports• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment• Control resources and utilize assets to achieve qualitative and quantitative targets• Maintain an orderly workflow according to priorities• Contribute to merchant retention by identifying service gaps and opportunities• Work with merchants and operation teams in support of meeting and exceeding merchant service level expectations• Serve as the lead point of contact for all merchants while building and nurturing trusted, long-lasting relationships• Collaborate with our business development team to ensure the merchant is served appropriately• Develop strategies to grow existing accounts and ensure quality and cost-effective services• Gain a deep understanding of the merchants’ needs and what they expect from our company• Use my outstanding communication skills to present and influence key stakeholders in our company and with merchants• Setup the Customer Support Department and Account Management Department from the scratch (Starting from the tools till hiring employees)• Acquire New Merchants

• Managing team of Customer Support Agents and Account Managers• Monitored metrics and developed actionable insights to improve efficiency and performance.• Created customer support strategies to increase customer retention.• Conducted training and mentored team members to promote productivity and commitment to friendly service.• Keep accurate records and document customer service actions and discussions.• Analyze accurate reports.• Gain a deep understanding of the merchants’ needs and what they expect from our company.• Contribute to merchant retention by identifying service gaps and opportunities.

•Provide Direct Customer Support through various channels.•Investigate and resolve customer complaints and queries – particularly the esclated ones.•Provide feedback and support to the Call Center team to ensure that all issues are resolved according to CS SLA.•Continuously monitor the performance of the team, and craft tailored development plans for each member.•Train and coach new comers, and provide the required training sessions for existing employees frequently.•Oversee day to day performance and workflow, ensuring SLAs and targets are met.•Create a healthy and comfort work environment.•Conduct coaching sessions and 1:1s in an organized manner.•Monitor chats/calls/tickets either live and saved and provide feedback.•Support Process Improvement and contribute to process optimization.•Support team members by answering questions and providing knowledge or solutions.•Monitor adherence and conformance to shifts and schedules.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.• Answered product and service questions, suggesting other offerings to attract potential customers.• Clarified customer issues and determined root cause of problems to resolve product or service complaints.• Offered advice and assistance to customers, paying attention to special needs or wants.

• Supporting more than one nationality such as (Emiratis - Indians - Filipinos...etc.)• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.• Answered product and service questions, suggesting other offerings to attract potential customers.• Clarified customer issues and determined root cause of problems to resolve product or service complaints.• Offered advice and assistance to customers, paying attention to special needs or wants.

• Discussed trading strategies with portfolio managers to highlight current market sentiment, price points of resistance and support and liquidity characteristics of positions.• Secured high-value accounts through consultative selling, effective customer solutions.• Analyzed the stock market to respond to competitive threats.• Created forecasts to target daily, monthly, and yearly objectives.

• Created new campaigns to attract new customers.• Collaborated with team members to achieve target results.• Maintained energy and enthusiasm in a challenging environment.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Updated account information to maintain customer records.• Collected and analyzed customer information to prepare product or service reports.• Increased sales and customer satisfaction through personalized servicing.