Customer Success Manager

• Mar 2023 - Present

Senior Customer Success Specialist

• Aug 2021 - May 2023

Assistant Training Manager

• Jun 2020 - Nov 2020

Internal:Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.Develop individualized and group training programs that address specific business needsImplement effective and purposeful training methods.Manage the technologies and technical personnel required to develop, manage and deliver trainingExternal:Communicate with all Institutions and course providersResearch new opportunities and trending development courses in the finance industryEnrolling the organization in Approved Training Providers programsConstructing courses outlines and building the productResponsible for embedding all material on LMS and digitalizing the customer learning experienceResponsible for quality review on all material supplied by the instructor Show less

Operations Manager

• Jan 2020 - Jun 2020

Managerial Duties:•Responsible for the effective implementation for the annual business plan for the assigned programs. •Conduct research and stay current on industry trends, competition and new products.•Periodically visiting classes to ensure customer satisfaction and quality standards.•Review all day to day operational tasks.Customer Service and Relations:•Serve as primary point of contact when there are customer issues related to equipment quality, customer service, or accidents and mishaps on-site. •Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaintsTechnical Operations:•Plan and review compensation actions; enforcing policies and procedures•Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits.•Develop operations systems by determining product handling and storage requirements; develop, implement, enforce and evaluate policies and procedures; develop processes.•Track vendor pricing, rebates and service levels.•Review and approve all operational invoices and ensure they are submitted for payment.•Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation. Show less

Assistant Business Development Manager

• Oct 2019 - Jan 2020

•Develop a growth strategy focused both on financial gain and customer satisfaction•Conduct research to identify new markets and customer needs•Arrange business meetings with prospective clients•Promote the company’s products/services addressing or predicting clients’ objectives•Prepare sales contracts ensuring adherence to law-established rules and guidelines•Keep records of sales, revenue, invoices etc.•Provide trustworthy feedback and after-sales support•Build long-term relationships with new and existing customers•Develop entry level staff into valuable salespeople Show less

Senior Payment Operations Officer

• Jul 2018 - Oct 2019

Ensure daily operations and wire and ACH activity is processed, and all exceptions are handled in a timely manner Responsible for verification, submission, analysis, and processing of all wire and ACH payments Responsible for timely processing of incoming and outgoing wire and ACH files, resolve rejects, stop payment requests, disputes and inquiries Field and respond to client inquiries, fulfill client reporting needs, and escalates issues appropriately and timely Handling payroll and running payments for all clients Reviewing and advising on invoices for the clients Handling all issues and payments with the bank (Attajriwaffa Bank) Monthly Reporting on targeted analysis and reconciling all payment files for all clients Retaining Cold Customers Managing a number of clients’ accounts Answering to clients’ queries and increasing service usage through indirect sales Following up with clients and responding to their feedback Represent the voice of the customer to provide input into every core product, marketing and sales process Collaborate closely with team members support renewals and expansion opportunities Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base Being the main point of contact between the company and a number of named enterprise accounts Show less

English Second Language Instructor

• May 2014 - Mar 2016

- Teaching students English through the methodology of Berlitz, I taught various levels starting from level 1 up to level 8, knowing that they are 10 levels only. Preparing material and finding creative, new ways to get the students to use the targeted language in a fun and effective way. - Taught introductory and upper level courses in English. - Fostered students’ commitment to lifelong learning by connecting course materials to broader themes and current events. - Developed and delivered engaging lectures to undergraduate and graduate students. - Administered and graded final course examinations. - Coached students on public speaking and presentation skills. - Successfully improved student participation in the classroom through integration of creative role-playing exercises. - Consistently received positive teacher evaluations from students. Show less

Sales Agent

• Nov 2013 - Feb 2014