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Work Background
MontyPayAccount Manager
Apr. 2024Lebanon - Worldwide- Develop, drive, and manage sales activities to grow revenues and direct margin in the field that supports and exceeds forecasts. - Act as the single point of contact for clients, manage change requests and customer queries, and maintain a strong, long-lasting client relationship. - Conduct regular check-ins with merchants, ensuring their satisfaction with payment processing services and addressing any concerns. - Identify opportunities to upsell and cross-sell additional payment processing solutions to existing accounts, increasing revenue, and maximizing customer value. - Collaborate with the sales team to identify potential growth opportunities within assigned accounts and develop account-specific strategies to drive revenue growth. - Conduct regular business reviews with accounts to identify areas for improvement and provide recommendations to optimize payment processing performance. - Collaborate the project plan setting with Monty Pay’s team members and Client side for the solution implementation. - Provide technical support and troubleshooting assistance to merchants, resolving any payment-related issues or concerns they may have. - Handle day-to-day sales & buying activities with strong sales focus on specific destinations. - Attend events to network with relevant stakeholders, gain industry insight, and represent the Business Unit in the marketplace. - Conduct competitor analysis to identify market trends and opportunities for differentiation and stay updated with industry trends. - Prepare reports on account status as assigned by top management. - Leverage market insights to provide strategic recommendations for product enhancements and improvements to better meet merchant needs. - Work closely with merchants to ensure contract renewals, negotiating terms and pricing when necessary. - Assist with challenging client requests or issue escalations as needed. - Conduct daily sales reports and provide them to the direct line manager.
Advanced Markets GroupKYC Officer
Jan. 2022 - May. 2022Verified the identity of new customers following a certain policy procedure. • Understood the nature and purpose of customer relationships to develop customer risk profiles. • Performed due diligence, request documentation and write a Client Risk Assessment for recommendation to Management. • Collaborated with the Data & Management Team to send emails of missing documents requests to clients. • Conducted ongoing monitoring to identify and report suspicious clients using SUMSUB platform and, on a risk basis, to update the customer's information. • Dealt with confidential data ethically to avoid prosecution 100%. Projects: • Finalized 3000 new profile registration, KYC, investigated, approved or declined in a challenging 3 months before the system lunching date.
Centre de Traitement MonetiqueOperation Officer
Nov. 2015 - May. 2024Beirut District, Lebanon• Use standard processes and tools to help surface insights and solutions whenever the transactions are still pending. • Streamlined the training process for new hires on POS procedures by creating a comprehensive training manual and conducting weekly training sessions; reduced onboarding time by 40%. • KYC with quality standards, risk rules, and confidentiality guidelines to deliver new installation and maintenance requests linked to new merchant’s bank accounts. • Assure compliance policies are applicable while implementing the activity of new merchants in the market. • Run processes to clear and settle transactions in a deadline frame to avoid late settlement risk policy. • Monitor service levels to ensure client satisfaction with service arrangements and delivery at regional and country levels throughout the network. • Access critical, confidential financial data and conceal tracks to determine alert risk based approach. • Reconcile the debug of unsettled transactions to find the cause, the solution and the results. • Monitor the operations activity of the merchants: usage of POS that is facilitated and increase by 35% monthly. • Act as the point of contact with different department activity: with acquirers (claims from call center, IT and cards production) and solve all claims in a short time frame and efficient manner. • Detect and evaluate suspicious activity, build measurement solution after the fraud online detection. • Survey WFP POS transactions with the UN operations team after investigation collaboration. • Manage department tasks operations, technician’s directions and purchase orders of tools control. • Schedule technician’s directions depending on maintenance locations, new installation and targeted regions.
Le CharcutierPurchase Manager
Aug. 2013 - Nov. 2015lebanon- Bauchrieh• Traded with suppliers with expert negotiation skills: purchase, return order and credit notes after the stock control. • Developed selling strategies: promotions and free goods to increase the selling percentage 35%. • Examined product’s prices, market demand and selling scale to increase by 50% the selling rate. • Acted as the primary point of contact for internal and external workflows. • Executed product exchange and credit notes of surplus materials to avoid decrease in the net income.
Le CharcutierData Entry Analyst , Team Leader
Mar. 2012 - Jul. 2013El Metn District, Lebanon- Antelias• Conducted workload assessments and devise new operational processes that led an approximate 50% increase in productivity among 6 employees. • Scheduled the activity of the team. (Shifts, annual leave and tasks…). • Coordinated with executive managers to direct final decision and purchase order’s needs. Projects: • Managed the process of a new branch supermarket opening in 30 days. • Merged 4 department tasks (data entry, display, inventory, orders). • Promoted from a junior data entry clerk to a Team leader due to distinguished management, coordination and performance level. July 2011-August 2011.
AïshtiCustomer Service Sales Assistant
Jun. 2009 - Jul. 2011Lebanon• Developed an ingenious system that tracked the preferences of 4K customers (ladies, men and kids) which led to an improved monthly sales profit of 30%. • Suggested orders and encouraged purchase of products depending on the customer needs. • Solved customer complaints and feedback after the sales experiences to maintain customer satisfaction and good reputation to the company
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