Nada Naffaa

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Build a global team structure of 30 employees with efficient SLA and escalation matrix.
• Collaborate with acquirers and issuers to enhance acceptance ratio for merchants and digged into logs and error declines for further investigation.
• Used Freshdesk ticketing systems to manage and process support actions and requests.
• Led company's projects such as Cybersource deployment, TapOnPhone feature, regions kickoff especially in MENA.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Promoted efficiency among departments with prompt resolution of system issues.
• Responded promptly to incoming sales leads and requests for technical support.
• Integrate merchant to eCommerce technology with supporting MADA,ApplePay and GooglePay payments.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Plotted equipment response time and fault range information on graph to determine relay curves.
• Served as primary decision-maker for internal technology spending, creating budget guidelines to reduce waste and decrease unnecessary upgrades.
• Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
• Supported creation of client and business partner relationships through careful collaboration and networking efforts.

• Led and managed team of up to 12 employees across MENA and APAC, interacting with merchants globally, advising on the order procedure.
• Developed strategies and service goals for customer support team.
• Recruited, hired, trained, and managed team of technical support analysts, supporting client fleet globally.
• Tracked KPIs and created continuous improvement plans.
• Ensured smooth service desk operations, acting as a facilitator between the merchant and other support departments and acquirers by using iCloud, freshdesk,helpdesk,freshservice and other ticketing system and tools.
• Handled several significant projects successfully, such as 3DS2 migration for the whole Mena region, Salesforce project, Global customer support project, TPA's SLA, etc.
• Handled escalated customer queries and disputes, finding swift resolutions within 60 minutes to maintain excellent customer relations for key merchants like Cafu, Careem, Talabat, Majid AL-Futtaim, etc.
• Launched support and worked out complex delivery model, including non-standard SLA for Software/Cloud (salesforce) for top Service Providers in the region.
• Trained and mentored team to provide exceptional customer service, increasing client survey satisfaction numbers from 75 % to 97%.
• Analyzed reports, surveys, and vendor relations, created confluence pages, and completed support assessments to improve first-call/ticket resolution.

• Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
• Worked closely with end-users to assess business requirements, support change, and deliver high-quality customer experiences.
• Collaborated with team members in virtual environments to optimize field experience and development capabilities.
• Led the new team joiners and supported them in achieving the required level of support.
• Resolved technical issues and assisted customers with product-related questions by phone, zoom calls, and ticket system.
• Embraces teamwork with a positive mindset.
• Perform day-to-day customer support tasks in supporting merchants and solving their technical issues with 24/7 support.
• Worked with senior leadership in operations and support areas to develop project plans and review performance and documentation.

• Established and troubleshot network and data communications systems.
• Completed investigations to check on reported errors, reproduce problems, and trace errors.
• Worked with the merchant in onboarding them by doing the implementation and configuration for each new merchant.
• Handled 24/7 technical support.
• Provided technical training sessions with ministries and authorities.
• Familiarity with remote desktop applications and help desk software.
• Increased accessibility to training workshops and materials by catering to specific requests.
• Tracked the impact of training programs against pre-established metrics.

• Provided daily IT support Security employee access card including software installation and upgrades.
• Performed diagnostic and troubleshooting of system issues and documented help desk resolutions.
• Collected all TV data programs by using CADE application.
• Monitored multiple databases to keep track of all company inventory.
• Obtained documents, clearances, certificates, and approvals from local, state, and federal agencies.

• Used Freshdesk to track support tickets and document actions.
• Scanned systems, diagnosing and correcting equipment failures and performance issues.
• Maintained internet and intranet websites to maximize reliability and usability.
• Distilled complex technical information into easily digestible instructions for end-users.
• Support customers in improving operations and resolving issues to deliver top-notch customer service.

• Implemented marketing strategies, which resulted in 60% growth in customer base.

• Established and developed a highly efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.

• Investigated refund claims, compiling data, researched issues, and prepared well-founded solutions.