HEBA
MAHMOUD
CLIENT MANAGEMENT
CONSULTANT
ACADEMIC HISTORY
BACHELOR OF ECONOMICS
Cairo University | July 2013
Completed high education in Cairo university Bachelor of
Economics with a Major in Economics and Minor in Statistics
at the Faculty of Economics and Political Science, Cairo
University.
IGCSE HIGHSCHOOL DIPLOMA
BIST | June 2009
PERSONAL PROFILE
I am an ever-growing Client Management
Consultant with 5+ years experience working
in multiple industries both locally and
internationally, and a passion for the art of
customer satisfaction.
Studied A-level Mathematics, Biology, and Information
Communication Technology.
PROFESSIONAL ACTIVITIES
CUSTOMER SUPPORT INTERNSHIP
HSBC Bank | 2013
AREAS OF EXPERTISE
• Ability to handle client’s demands in due
time through all necessary means
• Ability to navigate internal systems and
collaborate with customers
simultaneously
• Ability to conduct research to find the
exact requirement and how as a solution
consultant I can solve it on behalf of the
client
• Excellent command of English and
Arabic
• Excellent command of Microsoft Office
Suite
• Excellent command of Slack, Intercom,
ZenDesk and InMail
• Excellent command of ZoHo & Data
Management Systems
• Excellent Writing/Editing skills
PERSONAL INFO
Date of Birth: 28th of January 1992
Address: Villa 23, Talaat Harb Axis, Fifth
Settlement, Cairo
E-mail Address:-Phone Number: : (-
- Assisted with customer service by corresponding with clients
through email and meeting with customers on occasion.
- Collaborating with the corporate banking department in terms
of letters of guarantee and fraud prevention with the clientele.
CLIENT FUND MANAGEMENT INTERNSHIP
IFIS - EuroWeek | 2012
- Updated funds data on IFIS interface in specific countries as
well as navigating communication with specialists in said
countries.
- Coordinated thoroughly with various Fund Managers from
across the world through email, and calls to make sure that all
the relevant fund related aspects are fully communicated.
INTERESTS
I enjoy participating in cultural events and comic conventions;
I find the diversity and craftsmanship portrayed in them
astounding.
I am thoroughly interested in the Gaming Industry, Western
Cinema, Japanese Animation,, the Film and TV entertainment
industry, and music.
WORK SUMMARY
E X P E R I E N C E
SENIOR CUSTOMER CARE SPECIALIST
Preply | August 2024 – Present
- Working on fraud detection and prevention through resolving Braintree and PayPal disputes,
investigating Ethoca alerts, and assessing and analyzing fraud patterns detected by the
internal machine learning model.
- Working closely with Payment Service Providers to detect payment issues, help in auditing
reviews, and pinpoint and flag fraud patterns and payments.
- Supporting agents via Slack and other platforms, to help them resolve complex cases and
providing guidance on optimal solutions.
- Tracking recurring issues and working with quality and training teams to address knowledge
gaps and improve agent performance.
- Diagnosing and resolving technical issues; when necessary, replicating glitches affecting a
group of users to report findings to relevant teams for resolution.
- Managing high-priority stakeholder communications, including social media complaints,
fraud, disputes, escalations, GDPR, legal matters, and policy violations.
- Collaborating closely with Customer Experience and Management teams, as well as various
product-focused departments, to relay users' feedback and ensure alignment on project goals.
CUSTOMER CARE SPECIALIST
Preply | January 2023 – August 2024
- Handling chat and email requests from clients and resolving them promptly to fulfill
our KPIs.
- Working on updating the intercom AI chatbot to resolve some requests automatically
and reroute fewer requests to the team.
- Coordinating with the B2B team to resolve their requests, and assisting with any
needed adjustments.
- Mentoring newer/ underachieving agents to help them pinpoint their areas of
weaknesses and how to improve them.
- Calculating the SLAs for the applications that are pending processing and assigning
each team member their daily plan.
- Processing tutor applications, measuring trends, and deducing insights from them.
- Detecting fraud patterns from the applications and reporting them to the responsible
team.
SOLUTION CONSULTANT
Text Yanzo | January 2018 – July 2019
- Handling client’s demands and using smart solutions to source, acquire and
solve their requests through Zendesk & Internal Systems.
- Finding potential customers and marketing through social media by answering
client questions on twitter, sponsored ads on Facebook, and InMail campaigns
on LinkedIn as well as targeted email marketing.
- Creating customer accounts by recording account information and maintaining
them on Zoho database.
CLIENT MANAGER & RESEARCH ANALYST
Ideal Ratings | December 2016 – September 2017
- Managing relationships with clients mostly in terms of financial ethicality of investment
in different equity solutions.
- Researching and analyzing financial data for Ideal Ratings equity solutions service
covering the Middle East and Global Financial markets.
- Reviewing the morality of the activities of the portfolio companies to assist the ESG –
Environmental, Social Governance- team in testing whether it would be ethically sound to
invest in them.
EDITORIAL CONSULTANT
Hindawi Publishing Corporation | May 2015 – February 2016
- Communicating with clients such as authors of scientific manuscripts, editors, and
reviewers of Hindawi’s peer reviewed scientific journals.
- Acting as the link between other in-house teams and the author, editors, and reviewers to
ensure ease of communication, avoid confusion, increase efficiency and speed up the
process.
