Mona S

Empathetic and hardworking Customer Account Manager with hands-on experience in SaaS startups. Skilled at reducing case resolution times and raising overall customer satisfaction. Worked with various customer communication platforms, and created procedures that improved team efficiency handling customer queries. Diligent reporting customer feedback and KPI statistics to internal and external stakeholders

PROFESSIONAL EXPERIENCE 

CHIME FINANCIAL INC. (FINTECH)                                                                  San Francisco, CA

Customer Success Manager, Operations and Member Experience                                2019 – Present

• Exceeded team’s annual goal of keeping client response rates above agreed SLAs (97%)
• Coordinate with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months
• Develop CRM tools tracking and reporting operations activities
• Introduce changes to the client on-boarding process that increased the client satisfaction score by 8%
• Respond to complex customer inquiries and complaints via Zendesk, phone, and email, and co-led our ‘Member Escalation Desk’, including writing of the Standard Operating Procedures, to effectively respond to customer escalations to executive staff through various communication channels and social media
• Provide guidance for member service agents by helping them investigate and resolve customer issues that require escalated assistance
• Collaborate with external and internal key stakeholders including senior staff, SMEs, and decision-makers to develop data-driven insights to improve overall customer experience, and partnered with other reporting teams across Chime to ideate on ways to scale insights
• Drive and support Proofs-of-Concept and collected benchmarks and KPI data, analyzed trends, gaps, and developed strategies and reporting to help customer satisfaction
• Created and managed the Safety Incident and Anti-Harassment policies to protect customers, and provided guidance to BPOs around implementation and data gathering requirements for local law enforcement agencies 
• Triaged incidents during on-call pager duty and assign to stakeholders to restore services in a timely manner
• Completed the BlackRock 3 Incident Management Certification

EDUCATION 

PROJECT MANAGEMENT PROFESSIONAL CERTIFICATION PROGRAM (PMP), (2023) 

CYBER SECURITY CERTIFCATION, San Francisco, California, (2022)

GOOGLE DATA ANALYTICS CERTIFICATION, San Francisco, California, (2022)

AMERICAN UNIVERSITY, Washington, D.C.

• M.A., School of International Service, International Affairs (2019)

UNIVERSITY OF BALAMAND, Beirut, Lebanon

• M.A., Political Science and International Affairs, (2019), B.A., Political Science, (2007)

GERMAN COUNCIL ON FOREIGN RELATIONS, Berlin, Germany

• Certificate in National Security and International Politics, (2009)