Ahmed Omer

I’m a senior customer support leader with an engineering/IT background, currently heading support for financial-services clients. I resolve high-impact fintech cases end to end—refunds, payment disputes, chargebacks, fraud, regulatory complaints, and GDPR Data Subject Rights requests—while protecting brand reputation across major review and social channels.

I take ownership of complex escalations from first contact through regulatory-grade resolution, consistently closing cases within SLA. I also manage public reputation by personally responding to and resolving Trustpilot, Google, App Store, and Play Store reviews, converting detractors into resolved outcomes and improving average ratings.

Technically, I deploy AI-assisted support using Claude API and LLM workflows for triage, summarisation, response drafting, and QA—cutting handling time and increasing consistency across the queue. I’m fluent with CRM and ticketing workflows (Zendesk/Salesforce/Intercom/Jira) and use root-cause and data analysis to reduce repeat disputes by feeding insights back into product and payments teams.

Previously, I supported Wise customers remotely across live chat, email, and phone for cross-border payments, currency conversion, transfer delays, account verification, and KYC. Earlier, as a Fraud Prevention & Payments Intern at Stripe, I supported Radar-style ML risk workflows by reviewing flagged transactions, mapping dispute outcomes, and building Python/SQL analyses to track precision/recall and dispute rates.