HIBA FAWZI ELAYYAN

• Collaborated with internal stakeholders to improve customer engagement and retention across lifecycle stages, resulting in enhanced customer loyalty.

Leveraged customer insights and behavioral data to develop targeted engagement strategies, driving more personalized customer interactions.

• Facilitated client onboarding and verification processes within regulated fintech environment.

Collaborated with Compliance and Partnerships teams to address and resolve complex issues.

• Streamlined issue resolution protocols to enhance efficiency in client interactions.

• Managed portfolio of ERP clients, serving as primary post-sale contact.
• Conducted regular Zoom check-ins and Quarterly Business Reviews to align on client goals.
• Identified upsell and cross-sell opportunities by analyzing client workflows and pain points.
• Delivered customized training sessions and documentation to enhance feature adoption.

Supported onboarding process to minimize time-to-value for new clients.

• Resolved 60+ customer inquiries daily via phone, chat, and email, ensuring prompt assistance and satisfaction.

Supported new hires as SME, providing training and resources to enhance team performance.

• Assisted customers with inquiries and product issues through various communication channels.
• Resolved customer complaints using effective problem-solving techniques and empathy.
• Processed orders and returns efficiently to ensure a smooth customer experience.