Lais Rahal

Managed a high-volume portfolio of 800+ B2B clients , ensuring high levels of performance, retention, and customer satisfaction. Led the end-to-end onboarding process for new partners, mapping operational bottlenecks and implementing scalable improvements. Conducted strategic offboarding processes , focusing on churn mitigation and maintaining a positive brand reputation through proactive communication. Collaborated with Product and Engineering teams to prioritize features and system bugs, acting as the "voice of the customer" in the product roadmap. Structured and analyzed NPS and CSAT metrics , creating executive dashboards to support leadership in strategic decision-making

• Analyzed transactional patterns and operational datasets to identify risk signals and prevent fraudulent activity across payment flows. • Monitored and optimized security KPIs related to transaction approval rates, fraud prevention and operational efficiency. • Partnered with Legal and Operations teams to ensure regulatory compliance and strengthen internal risk controls. • Developed risk reports and analytical summaries to support data-driven decision-making in fraud management. • Contributed to process improvements in fraud detection workflows, enhancing accuracy and mitigation speed.

• Supported corporate operations by streamlining internal processes and ensuring operational efficiency. • Assisted in financial data analysis and reporting to support executive decision-making within a global banking environment. • Managed cross-functional communication between departments to ensure compliance and procedural accuracy. • Monitored operational KPIs to identify bottlenecks and suggest improvements in daily workflows