Shifa Kareem — Customer Success Manager

Currently building the best customer experience and operations at omnispay. Previously worked to build the best customer experience at Edfundo. What is Edfundo? Edfundo is an all in one money management app for teens. At it's core, Edfundo is focused on building good financial habits that need to start early, and the best way to learn this is by experiencing it in the real world. We provide a secure app both to parent and teens along with a prepaid Visa card for all spends. My role at Edfundo? Although I joined Edfundo to build and scale Customer success, I have also been picking up and working as a generalist to build and automate several P0 processes here: . Handle all customer emails and queries . Set-up FAQs, saved responses and email templates to reduce response time . Liaise with NymCard for all transaction related issues . Liaise with Tech team to resolve critical issues . Collaborate with Tech to build admin dashboard . Work with product design team to simplify on-boarding flow . Prepare JDs, interview, hire and train interns. . Testing before go-live for all new features on the app. . Document and maintain all process improvements and automations on notion . Setup automations, tags and rules on Salesforce. Previously worn multiple hats at FamPay. Some of the disruptive things I have built here: . Building a stellar CS team . Building an ongoing relationship with outsourced partners . Helping define SLAs, TATs and processes for CS . Working closely with the Product Managers and tech team for new feature requests . Worked with Card Ops team to help setup RTO process. . Research calls on card delivery and RTO cases . Preparation and maintaining of Notion documents of SOPs . Worked on setting up the Risk framework . Sole POC for partner banks for fraud and risk emails. Chargebacks and pre-arbitration cases. . Building top notch training plan for new hires . Building the training process, TNI, PIPs for the team. . Single handedly hiring all agents for BPO . Trained, mentored and handled several new joiners . Completely owning the hiring process for CS roles . Working with Legal team on data privacy policy and other terms for users . Analyzing the organization culture and building process to retain the cultural DNA within the team. My role is not limited to the above and I proudly call myself a generalist. I am able to learn quickly and deliver efficiently. 'Who you are doesn't define what job you do, but it defines how you to do your job :)

Stackforce AI infers this person is a Customer Success and Operations expert in the Fintech industry.

Location: Dubai, United Arab Emirates

Experience: 12 yrs 1 mo