Kholud Al-Qarni

• Provide day-to-day support for card and acquiring products including POS, payment gateways, virtual terminals, and merchant services. • Monitor transaction processing systems and identify transaction failures, settlement issues, and operational incidents. • Investigate and resolve merchant and customer inquiries related to card payments, chargebacks, settlements, refunds, and reconciliation. • Coordinate with internal departments, payment processors, banks, and third-party vendors for issue resolution. • Support onboarding and configuration of merchants and payment solutions. • Maintain service tickets and ensure issues are resolved within agreed SLAs. • Assist in testing and implementation of new acquiring products, enhancements, and system upgrades.

• Manage GTS Cards and acquiring for corporate clients, ensuring compliance and smooth onboarding. • Act as primary contact for new clients; provide training on GTS products and services. • Coordinate with vendors to meet project timelines. • Maintain accurate system records and generate performance reports. • Prepare reports on sales target achievements for management review. • Lead efforts to continuously improve operational processes, contributing to enhanced service quality.

• Lead the configuration of segmentation rules and manage system changes, ensuring alignment with strategic business objectives and compliance with regulatory standards. • Spearhead the execution of targeted campaigns • Oversee customer service request resolution processes, enhancing customer satisfaction through improved response times and service quality. • Collaborate with business units to analyze data and implement governance-driven initiatives, contributing to a more Streamlined and effective segmentation process.

• Assisted in the configuration and management of segmentation rules, playing a key role in the successful launch of marketing campaigns. • Supported the segment governance team with operational tasks, including segment upgrades/downgrades, leading to a more accurate and efficient customer segmentation system. • Facilitated cross-departmental communication to ensure the seamless execution of governance initiatives, improving operational efficiency.

• Managed executive reporting and clerical tasks, enhancing organizational efficiency through improved time management and scheduling. • Coordinated meetings, interviews, and appointments, optimizing the executives' schedules and improving overall administrative workflow. • Played a pivotal role in organizing and executing travel arrangements for directors. • Preparing meeting minutes and following up on action items.

• Led software installation and hardware maintenance projects, reducing system downtime and improving IT infrastructure reliability. • Provided comprehensive IT support to non-technical personnel, enhancing operational efficiency and employee technical skill levels. • Managed customer call-flow, ensuring timely and effective resolution of technical issues and maintaining high levels of customer satisfaction.