Experience

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  B-online solutions

  Jan 2014 - Jul 2019

  1. Supervised the adoption of Customer Service vision, goals and objectives, leading a team of 70 customer service agents;2. Analysed the customer service process frequently to detect areas of improvement to achieve higher efficiency and client satisfaction;3. Submitted reports and strategic recommendations to the COO and relevant stakeholders;4. Conducted interviews and personally oriented new personnel, mentored them to groom their skills and implemented morale-boosting initiatives. Show less 1. Lead a team of 5 complaints handling agents and ensured timely and successful complaint resolution;2. Personally handled and resolved high priority customers complaints in accordance with the existing regulations and guidelines;3. Oversaw collection of necessary information/updates from relevant departments for the resolution of complaints;4. Analysed complaints reports to detect root causes and offer process improvement recommendations for Management review and evaluation;5. Issued the final written official reply letters to the complainants on the company's decision and findings. Show less 1. Diligently oversaw billing transactions and daily reporting and rectified any issues leading a team of 8 billing agents;2. Double checked and approved all daily high-value wire transfers in excess of $100,000;3. Managed the full communication process between the merchant and the Payment Solutions Providers (PSPs) along with the banks to ensure smooth processing of billing orders;4. Conducted Risk Evaluation whether in providing client promotions or in participation in a pre-arbitration or arbitration. Show less

  • Operations Manager

    Jun 2018 - Jul 2019

  • Customer Service Manager

    Jul 2017 - Jun 2018

  • Complaints Manager

    Jan 2017 - Jun 2017

  • Billing Manager

    Jan 2016 - Dec 2016

  • Chargeback Specialist

    Jan 2015 - Dec 2015

  • Billing Agent

    Jul 2014 - Dec 2014

  • Customer Service Representative

    Jan 2014 - Jun 2014
• 

  Overonix technologies

  Aug 2019 - Sept 2021

  Project manager

  1. Oversaw the presales process of FinTech software solutions and ensured the successful implementation when projects are awarded, with an eye on continuous improvement;2. Coordinated with a team of 30 colleagues and managed the optimal allocation of internal resources;3. Oversaw projects documentation. tender processes and stakeholder engagement and relationship management;4. Conducted financial analysis, reporting and budget tracking;5. Attended and conducted meetings in person overseas to provide software demos and gather client requirements. Show less

• 

  Apomedical ltd

  Sept 2021 - Feb 2022

  Operations manager

  Working closely with the chief operating officer in the following:1. Enhancing Customer Support protocols and SOPs to ensure a uniform andhighly satisfying customer experience.2. Redesigning the product returns process for higher customer satisfaction andmore effective reporting and analytics.3. Revising and automating the client refund process for timely and error-freetransactions.4. Designing and implementing a system for enhancing customer reviewsthrough validating claims, addressing the issues, and ensuring customersatisfaction to induce organic revision of unfavourable reviews. Show less

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  Checkout.com

  Feb 2022 - now

  1. Develop and maintain strong relationships with key clients, understanding their business needs and objectives.2. Identify opportunities for upselling or cross-selling additional products or services.3. Serve as the primary point of contact for key clients, addressing any inquiries, concerns, or issues they may have.4. Collaborate with internal teams such as Solution Engineers, marketing, and product to ensure client satisfaction and retention.5. Analyze client performance metrics and provide strategic insights and recommendations for optimizing and achieving mutual goals. Show less

  • Manager, Account Management

    Mar 2025 - now

  • Key Account Manager

    Jul 2023 - Mar 2025

  • Manager, Customer Success Operations

    Feb 2022 - Jun 2023