May

Remote-ready operations and customer support professional with 5 years of experience in customer service, delivery operations, case resolution, fraud prevention, and data-driven investigation. Experienced in handling sensitive customer and operational information, reviewing complex cases, identifying suspicious activity, escalating issues, and applying appropriate account actions. Strong analytical and communication skills with hands-on experience in Excel and operational workflows.

Native

Arabic speaker and fluent in English, with basic Spanish.

Dispatcher / Operations & Fraud Prevention at Delivery Hero SE (2020 – 2024)

• Resolved disputes involving cancelled cash orders by reviewing order details and communications and processing fair refunds.
• Managed high-value orders with enhanced support to help ensure successful delivery and resolution of customer issues.
• Escalated complex cases for further investigation and resolution.
• Analyzed order data and customer behavior to identify suspicious patterns, fraudulent activity, and fake receipts.
• Blocked fraudulent customer accounts to protect revenue and platform security.
• Investigated fraudulent couriers and vendors by collecting evidence and taking appropriate account actions, including suspensions.
• Deactivated courier accounts involved in fraudulent activity to help maintain platform integrity.

Customer Service Executive at Delivery Hero SE (2019 – 2020)

• Visited corporate client offices to present current products and services.
• Built and maintained client relationships to support sales goals and identify new opportunities.

Customer Service Representative at Gulf CX (2019 – 2019)

• Resolved customer issues by identifying root causes, implementing solutions, and following up to ensure customer satisfaction.
• Communicated clearly with customers throughout the resolution process.