Mai Al Mansour
Dubai
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
10
10
years of professional experience
Work History
Implementation Lead
UBER
04.2024 - Current
- Lead customer onboarding, training, and implementation of Uber for Business solutions to ensure successful adoption and utilization.
- Collaborate cross-functionally to align customer objectives with Uber products, driving employee adoption and growth. Develop and execute strategic plans for new account setups and product launches, enhancing operational efficiency.
- Facilitate in-person and virtual demonstrations, providing ongoing support and training to clients.
- Cultivated strong relationships with clients, enhancing customer satisfaction and retention rates.
- Create and optimize customer documentation and email templates to streamline communications and processes.
- Analyzed user feedback and system performance, recommending improvements to enhance user experience.
Associate, Customer Success Operations
Checkout.com
02.2022 - 08.2023
- Manage operational processes including sales support/Deal Desk process, amendment, and follow-ups.
- Ensure compliance including risk, scheme compliance, onboarding, legal issues.
- Collaborate with various teams including Sales, Legal, Integration, Operations, Product, and Support to ensure first-class merchant experience.
- Manage engineering-related matters including internal follow-ups, incident reports, and sharing with merchants.
- Manage process enhancement internally with various operational functions including Risk, Support, Compliance, Legal and etc.
- Generate general Looker data report and other data analysis.
- Create merchant-facing reporting, business review presentations, and CSM-level report template designs for our Global CSM team.
- Manage critical transaction testing.
- Tracking merchant project deliverables and ensuring merchant activities are updated.
- Troubleshoot operational and technical issues as first-line support with a live customer base.
- Train customer base on various Checkout.com tools and processes.
Operations Officer
AJAR
05.2021 - 01.2022
- Majorly responsible for onboarding and KYC verification of new clients on Ajar platform.
- Verify the KYC Documents such as National ID/Commercial License, Activation Form and/or Contract, Property ownership, etc. of the landlords and make sure it complies with the internal procedures.
- Prepare the needed reports relating to accounts creation and onboarding.
- Reconciliation of payments to ensure the accounting system reflects the correct transactions.
- Investigate and report any anomalies, analyze results, document findings and work with operations head to develop corrective actions.
- Collaborate with cross-functional to improve systems, diagnose bugs, automate regular tasks where possible, and address longer-term or recurring issues.
- Provides leadership, support, and guidance to the Customer Success team.
Corporate Service Assistant - Temporary Contract
Invest bank P.S
06.2020 - 11.2020
- Follow-up with the clients on mandate documents/KYCs.
- Follow-up with compliance on KYC approvals.
- Receive/deliver all the documents from/to the clients and internal departments.
- Sending bank statement/swift messages/credit/debit advises to the clients.
- Handling balance enquiry of clients.
- Send request to CCID for credit reports from other Banks for annual review/LBD discounting & send response to CCID for credit report after getting feedback from RM/ARM.
- Tracking of trade documents (import./export/guarantee) to TFD (if within approved terms).
- Coordinate with the Branch/BU for Signature verification on the FAG and other legal documents.
- Lodgement of renewal documentation/security documents to CCU.
- Coordinate with CCU to reset EIBOR rates on a periodical basis, wherever applicable.
- Request AECB report from risk management.
Registration Coordinator - Part Time
ETISALAT
06.2018 - 08.2018
- Entering/modifying registration data, producing reports and registration lists.
- Assisting and responding to attendee inquiries via phone and email in a timely manner.
- Assist Event Managers with event logistics which include: recruiting and confirming supervisor, on-site event support.
- Update Event Reports on a weekly/daily basis, as progress and commitments are made.
- Support summer camp team.
Verification Analyst
Abu Dhabi Islamic bank, ADIB
05.2017 - 02.2018
- Provide Highly Secure verification process.
- Work with upper management to ensure appropriate changes are made to improve customer satisfaction. Investigate in any suspicious activities, cases or requests. Provide hourly reports to the management.
- Customer satisfaction and quality assurance. Working confidentiality over the sensitive data.
- Analyzing and processing cases based on consideration of customer's profile and in compliance with bank policy and procedures. Present ideas and make recommendations for improvements based on findings.
Customer Service Representative "Priority Banking"
Abu Dhabi Islamic Bank - ADIB
06.2015 - 04.2017
- Build customer loyalty by placing follow-up calls for customers who reported product issues.
- Excellent ability to cope with stressed, angry and confused customers.
- Efficiently use a variety of computer programs to access customer details and databases, and research options.
- Provide customers with ADIB products' details, rates, and necessary calculations and trying the cross sales techniques in each call.
Education
Bachelor of Science - Banking & Finance
EIBFS
United Arab Emirates01.2018
Certified Associate in Project Management (CAPM) - Project Management
Project Management Institute "PMI"
01-2024
Skills
- Fintech & Payments
- Operations Management
- Retail and Corporate Banking
- Communications and training
- Software implementation
- Attention to detail
- Client Relationships
- Teamwork and Collaboration
Accomplishments
- Managed end to end implementation for key corporate accounts , growing client from 50k to 1M SAR through effective onboarding , training and adoption planning - Uber.
- Documented and resolved Merchant change request flow “MCR” which reduced time and effort, increased merchant satisfaction, and resolved MCR issues - Checkout.com
- Hired and Supervised team of two customer service staff members - Ajar.
- Provided practical training to new onboarded staff in collaboration with the Training team - Abu Dhabi Islamic Bank.
- Customer Relations - Earned highest marks for customer satisfaction - Abu Dhabi Islamic Bank.
Languages
Arabic
English
Timeline
Implementation Lead
UBER
04.2024 - Current
Associate, Customer Success Operations
Checkout.com
02.2022 - 08.2023
Operations Officer
AJAR
05.2021 - 01.2022
Corporate Service Assistant - Temporary Contract
Invest bank P.S
06.2020 - 11.2020
Registration Coordinator - Part Time
ETISALAT
06.2018 - 08.2018
Verification Analyst
Abu Dhabi Islamic bank, ADIB
05.2017 - 02.2018
Customer Service Representative "Priority Banking"
Abu Dhabi Islamic Bank - ADIB
06.2015 - 04.2017
Bachelor of Science - Banking & Finance
EIBFS
Certified Associate in Project Management (CAPM) - Project Management
Project Management Institute "PMI"