Monitoring Transactions: Closely monitored and analyzed transactions to detect suspicious activity, ensuring the security and integrity of our payment systems.Validation Processes: Conducted thorough validation processes for both merchants and customers to prevent fraudulent activities and protect the company’s assets.Data Analysis: Utilized advanced analytical tools to identify patterns and trends indicative of fraud, contributing to the continuous improvement of fraud detection systems.Dashboard and Sheet Creation: Designed and implemented dashboards and spreadsheets using tools such as SQL, Looker, and Tableau to streamline workflow, enhance data visibility, and facilitate efficient fraud monitoring and reporting.Collaboration: Worked collaboratively with other departments, including customer service and compliance, to investigate and resolve fraud cases efficiently.Reporting: Prepared detailed reports on fraud cases and trends, providing insights and recommendations to senior management for strategic decision-making.Training and Awareness: Assisted in developing and delivering training programs to raise awareness about fraud prevention and ensure compliance with regulatory standards.Key Achievements:Successfully mitigated fraud risks, contributing to a safer transaction environment for millions of users across KSA, UAE, and Kuwait.Enhanced validation protocols, leading to a significant reduction in fraudulent activities and chargebacks.Developed user-friendly dashboards and sheets that significantly improved team efficiency and accuracy in fraud detection and prevention.

-Fraud Investigating & Prevention:Executed and performed an in-depth evaluation of potential fraud directed at payment’s system.Investigating and monitoring fraud behavior externally, reporting new patterns, and working closely with DH Global Fraud team and Regional Fraud team to create prevention rulesInvestigated suspected fraud and violations of accounting and internal controls while performing financial analysis and investigating planning; executing fieldwork and interviews; coordinating with appropriate internal; external stakeholders and addressing internal control weaknesses and recommending corrective actions. Manage a diverse caseload of numerous issues with varying priority.-Handling Fraud Cases:Authorized from DH Global Fraud team to handle customer’s fraud complaints and take the needed action (Refund/block).Worked directly with customers regarding current and past fraud claims.Reduced losses to the bank by identifying and escalating fraud trends.-Handling C-level & Upper Management Investigations and Escalations:Investigating, finding root causes, and report them to the stakeholders.Performed Ad-Hoc requests as assigned by management.-Bank Disputes:Conduct investigations and analyses of customer complaints and disputes, acquiring supporting documents and proof to resolve customer complaints.Work with internal teams and external partners to handle disputes and chargebacks as quickly and efficiently as possible.Communicate with financial institutions to facilitate the chargeback process, which includes supplying required documentation and evidence and carrying out chargeback actions.Determine and put in place preventive steps to reduce future chargebacks and consumer disputes.Track and analyze dispute and chargeback trends to detect patterns and recommending suitable actions to minimise financial losses.-Process Improvement & Auditing:Detecting gaps and area of improvement in SOPs and working on enhancing it with the stakeholders.

Managing Escalation Team serving 9 counties across the region. "Talabat & Carriage"Driving agents performance curve, Responsible for Briefings and coaching.Tackle outliers and work on the root cause.Handling hard calls with customers.Responsible for maintaining Queue service level.

Senior Account Advisor - Escalation Team - Operation Support UnitHandling hard cases with delivering best experience for the customer.Responsible for deliver best customer satisfaction within hard cases.