Faical Amedjar

• Active Listening 
• Multitasking Abilities 
• Flexible and Adaptable 
• Teamwork and Collaboration Accounting
• Due Diligence
• AML
• Compliance
• Fraud analyses 
• Sanctions
• PEP
• Chargeback dispute
• Cash Handling
• Customer Complaint Resolution Relationship building and management Team building
• Self-Motivated Google Workspace
• Account Reconciliation

• Using a combination of technology and third-party software to evaluate suspicious or potentially fraudulent transactions, and gathering information to drive decision-making 
•  Reviewing potentially sanctioned customers or recipients, and reviewing customers that might be politically exposed 
•  Establishing rapport with customers that we speak to as part of our investigations
•  Escalating suspicious activity to the Head of Compliance and the relevant authorities; able to rationalize and defend my decisions as needed 
•  Performing diligence on customers to ensure that I understand who they are and their risk profile 
•  Building trust and liaising with local regulators and other stakeholders, as necessary
•  Contesting friendly fraud and talking with victims of fraud
•  Assisting with and responding to information requests from commercial partners
•  Dispute chargeback
•  Experience with Transaction Monitoring

Customer service representative, 09/2021 to 01/2022

Taptap Send – Morocco, Casablanca

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Know product inside out to educate and inform our customers.
• Resolve customer inquiries and escalate issues, as needed.
• Suggest improvements to our processes, policies, and documentation to meet customer needs.

 HELP DESK ANALYST, 01/2019to 03/2021

 NTT DATA Services – Morocco, Casablanca

Provides immediate Help Desk support services to end-users of company's various software solutions. Answers questions related to product's features and guides customers to run preliminary troubleshooting procedures.

Summarizes all issues, concerns, including courses of action taken into a report format to be used for future discussions and for immediate reference.

Prepares necessary trouble ticket including a summary report of the situation for purpose of arriving at a quick resolution.

Cascade all pending issues to the appropriate channels within an appreciable time frame. Attended to all issues, problems, and concerns from the end-users of the company's products. Presented immediatesolutions by takingcustomers through basic troubleshooting procedures. Scheduled onsite repairsif troubleshooting procedures did not producedesired results.

Coordinated with a technical team to make sure service schedule is observed. Honest and above all hard workinggood learner Ready to face new challenges.

Conducted routine follow-ups with customers to check on product performance as well as to get inputs on service.

Microsoft Office Product(Office 2003, 2007, 2010, 2013).Train and assistthe users.

Windows 2003, 2008 Server and Active Directory. Windows XP, Vista,7, 8, 10.

Workflow Coordinator, 01/2019 to 03/2021

NTT DATA SERVICES – Morocco, CAS

Prioritizing, assigning incidents and tasks, managing workloads in fast paced, time sensitive environment.

Demonstrated ability to understand the feelings of customers and empathize with them on issue at hand. High-level of attention to detail, and problem-solving skills.

Excellent problem-solving and multi-tasking abilities.

Strong team player with high interest in working in cross-functional team environment. Adaptability to learn and improvise on tools.

Experienced training and coaching other employees

Senior Retail Sales and Service Officer (Supervisor), •Sales and Business Service Executive, 03/2015 to02/2018

Qatar UAE Exchange –Qatar, Doha Accountabilities.

Processing wire transfers through SWIFT and NEFT. Specialized in foreign currency handling.

Ensuring that financials of branch are under controland branch adheresto. Know Your Customer (KYC) and Anti-Money Laundering (AML) norms.

Handling Complaint Management System ensuring to solve customer complaints. Within maximumof 3 days.

Resolving AML inquires raised by banks and remittance departments. Upkeepof documentations, as member of document controlling team.

Taken initiatives to increase corporate clients and High Net Worth (HNI) customer.

Database and relationship.

Participated in customer reactivation campaign. Knowledgeable in branch accounting.

Sales and best cross selling of products.

 Branch Management.

New joined Asset staff trainingat branch level. Front line staff scheduling & Adherence Monitoring.

Reporting to branch manager and maintaining daily reports.

Technical Support Fundamentals by Google.: 2015

Google - Coursera

Microsoft Certified Professional (MCP): 2012

Microsoft - Online

Bachelor

Racine School- Marrakech

Hospitality Technician: Hotel Management, 2010

ITHT - FES

Certificate of Excellence: Hotel Management, 2010

ITHT - Fes, FES

Certificate: Hygiene and Disinfection TrainingCourse, 2010

CHRISTEYNS MOROCCO- Morocco

Certificate: Hotel Management, 2008

CQPHT - Casablanca