RA B I I
MED A MINE
Risk analyst | E-commerce specialist
-Armed with my professional background and looking for the right success.
Hay Al Azhar Res Al Fajr Imm 21
App 22
Date of birth-
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Education
High school diploma
09-2011 - 06-2012 Ibn mandour high school Casablanca
Languages
French
Arabic
English
Interests
Create e-commerce shops
Forex trading
Studying old Mediterranean
civilization
Specialized technician in commerce
09-2012 - 07-2014 OFPPT Mohammedia Mohammedia
Work experience
Helpdesk technician
02-2021 Lightspeed | outsourcia Casablanca
-Serve as the first point of contact for customers seeking technical assistance
over the phone or email.
-Perform remote troubleshooting through diagnostic techniques and pertinent
questions.
-Determine the best solution based on the issue and details provided by
customers.
-Walk the customer through the problem-solving process.
-Direct unresolved issues to the next level of support personnel.
-Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
-Follow-up and update customer status and information.
-Pass on any feedback or suggestions by customers to the appropriate internal
team.
-Identify and suggest possible improvements on procedures
E-commerce platforms seg. Specialist
05-2020 - 11-2020 Aramex Dubai, United Arab Emirates
-Manage ecommerce accounts located in UAE KSA and Kuwait.
-Handle accounts “Ecommerce companies” payments.
-Manage all express and domestic shipments related to the assigned accounts.
-Coordinate with warehouse team and express team to clear pending
shipments.
-Ensure high service level and minimize undelivered shipments.
-Coordinate with customs to release shipments under investigation.
-Prepare all related freight documents.
-Schedule monthly and weekly meetings with the accounts managers in order
to correct and enhance service level
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Skills
Troubleshooting
Work experience
Fraud analyst
02-2019 - 05-2020 Noon.com Dubai, United Arab Emirates
Customer service management
Payment portals security
Chargebacks prevention
Fraud detection
Logistics management
Computer skills
Lightspeed
Shopify
Salesforce
Zendesk
Cybersource
MS office
-Research and resolve all fraud complaints.
-Understand the requirements of stakeholders and map them with the data
sources/data warehouse.
-Ensure High Quality of interaction with the customer while verifying the
transactions.
-Prevent coupon, inventory and debit card fraud.
-Extract and analyses all suspect transaction.
-Verify all chargebacks received from the banks.
-Analyze monthly fraud reports and verify possibilities to build secure online
shopping experience.
-Analyze All day to day transactions and detect anomalies.
-Prevent system abuse and analyze all promo codes.
-Analyze customers shopping behavior and detect possible money Laundering.
Escalation specialist
04-2018 - 02-2019 Noon.com Dubai, United Arab Emirates
-Coordinating deliveries between logistics department & CS team.
-Escalating financial issues related to online payment to the finance department.
-Resolving orders issue related to over delayed orders and coordinating with
the respective Warehouse UAE or KSA.
-Coordinating with the marketplace department according to pending orders
from sellers and setting the customers expectation with the expected delivery
dates.
-Resolving issues related to bad customer experience.
-Resolving CRM tickets raised by CS team and routing them to the concerned
team.
-Coordinating with the warehouse to arrange special deliveries for events or for
travelling customers.
-Handling supervisor’s call backs in order to find issues faced by customers and
finding quick resolutions regarding the same.
Customer service specialist
Social networks
10-2017 - 03-2018 Aster Dubai, United Arab Emirates
@Mohammed-amine-rabii
-Verifying medicine availability.
Verifying insurance approvals and coordinating with the respective branches.
-Handle CRM related queries from the pharmacies for quick resolutions.
-Following up with orders between the delivery team and the pharmacies.
-Connecting customers to the nearest branches.
-Replying to the customer queries via emails.
-Handling Aster Online queries and calls for delivery.
-Promoting aster secure loyalty cards and helping the customers to activate
them.
-Handling complaints and escalating them to the senior management.
-Resolving the pharmacy staff queries and escalating them to the concerned
departments.
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