Summary
Overview
Work History
Education
Skills
Timeline
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Zeyad Kai

Krakow,12

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Known for my strong work ethic and ability to collaborate effectively in a team environment. Excited about the opportunity to contribute to projects and continue personal and professional growth.

Overview

5
5
years of professional experience
5
5
Languages

Work History

Customer Experience Manager

Revolut LTD
09.2023 - Current
  • Gathering client needs and devising tailored plans to meet their business goals.
  • Guiding new clients through the onboarding process, overseeing product integration, and managing project timelines for go-to-market strategies.
  • Collaborating closely with clients to encourage widespread adoption of our products within their organizations, while continually enhancing user engagement through innovative strategies.
  • Establishing a streamlined system for documenting and sharing client feedback across various teams, including Product, Engineering, Sales, Marketing, and Operations.
  • Curating and managing a comprehensive knowledge repository accessible to both internal teams and clients, providing self-service resources and instructions for seamless navigation and problem-solving.
  • Managing our reporting responsibilities to senior executives, banking partners, and regulatory bodies.
  • Assessing reporting requirements in new regions and generating monthly, quarterly, and yearly reports accordingly. Assisting with spontaneous inquiries from various departments.
  • Coordinating with the Data Analysis team to address any data-related challenges impacting operations.
  • Overseeing Looker dashboards, including the creation of new dashboards, enhancements to existing ones, and rectifying any errors.
  • Ensuring seamless utilization of Jira's services by resolving issues, creating tools, and maintaining automations.

Subject Matter Expert (Technical Support)

Revolut LTD
02.2022 - 08.2023
  • Handling Incident management; Identifying incidents and working with product teams, risk managers to make sure incidents are resolved within SLA.
  • Creating detailed training materials to simplify complex subjects like Revolut's APIs, Google Cloud Logs, and SQL, making it easier for team members to understand and utilize them effectively during issue investigations..
  • Developed effective improvement plans in alignment with goals and specifications.
  • Led instructional design efforts for high-impact training programs, resulting in enhanced workforce competencies.
  • Assigning daily responsibilities for junior team members.
  • Assisting other team members with handling complex cases.
  • Mentored junior team members, contributing to their professional growth and development.
  • Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.

Business Technical Support Analyst

Revolut LTD
04.2020 - 01.2022
  • Utilized Google Cloud logs to conduct thorough investigations into user or internal system issues, swiftly identifying root causes and implementing effective solutions.
  • Leveraged SQL queries to extract and analyze data from databases, facilitating the resolution of complex technical issues.
  • Collaborated closely with product teams to troubleshoot and resolve customer-reported issues, contributing to ongoing product improvement efforts..
  • Assisted developers and product owners in obtaining the necessary information and resources to resolve technical issues efficiently.
  • Monitored internal system alerts using New Relic, proactively identifying and addressing potential issues to maintain optimal performance and minimize downtime.
  • Investigated and resolved internal system issues affecting tools or back-office systems used by multiple teams within the company, optimizing efficiency and productivity.
  • Addressed issues raised by customer support, sales, account management, and compliance teams, ensuring timely resolution and effective communication with stakeholders.

Business Compliance Analyst (Onboarding)

Revolut LTD
11.2019 - 04.2020
  • Conducted thorough Customer Due Diligence (CDD) assessments for new Revolut business customers, ensuring compliance with regulatory requirements.
  • Evaluated corporate and business applications for Revolut business accounts, meticulously reviewing documentation to validate authenticity and completeness.
  • Utilized proactive data gathering techniques, including SQL queries, to extract and analyze pertinent information for CDD processes, enhancing efficiency and accuracy.
  • Verified the eligibility of Know Your Customer (KYC) documents, scrutinizing each document for compliance with regulatory standards.
  • Assessed the nature of business for applicant companies, meticulously matching them against predefined eligibility criteria to ensure alignment.
  • Scrutinized complex director and shareholder structures of applicant companies, ensuring their accuracy and adherence to regulatory standards.
  • Conducted comprehensive reviews of intricate shareholder structures, validating them against predefined eligibility criteria.
  • Conducted adverse media checks on applicant companies, thoroughly investigating any potential red flags to mitigate risk and uphold compliance standards.

Business Customer Support Specialist

Revolut LTD
7 2019 - 11.2019
  • Assisting business customers with any queries they have regarding their business account through chat or email.
  • Answering questions any prospect customers may have regarding the business accounts.
  • Working with technical support & compliance teams to resolve user issues.


Education

Bachelor's degree (Paused) - Information Technology

University of IT And Management in Rzeszow
Rzeszow

Skills

  • GCP Logs

  • SQL

  • Salesforce

  • Looker

  • Zendesk

  • Google sheets

  • Jira

  • New Relic

  • Sentry

  • Firebase

  • Python

  • Confluence

  • Agile environment

  • MS office

  • Work in a team

  • Work under pressure

  • Data driven

  • Technical Oversight

  • Technical Concepts

  • Technical Analysis

Timeline

Customer Experience Manager

Revolut LTD
09.2023 - Current

Subject Matter Expert (Technical Support)

Revolut LTD
02.2022 - 08.2023

Business Technical Support Analyst

Revolut LTD
04.2020 - 01.2022

Business Compliance Analyst (Onboarding)

Revolut LTD
11.2019 - 04.2020

Business Customer Support Specialist

Revolut LTD
7 2019 - 11.2019

Bachelor's degree (Paused) - Information Technology

University of IT And Management in Rzeszow

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Zeyad Kai