Looking for a job

Govan Mohammad

@govanmohammad

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Operations and customer excellence specialist with technical risk expertise.

United Arab Emirates

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What I'm looking for

I seek roles where I can lead operational reliability and crisis communications, apply automation to reduce tickets, scale communities, and ensure compliance in fast-paced, high-stakes environments.

I am an operations and customer excellence specialist with 8+ years delivering high-stakes support, crisis communications, and community growth across global platforms. I combine a Bachelor's in Finance with strong technical aptitude in Python automation, on-chain forensics, and risk modeling to drive operational reliability and compliance.

I have led tiered support for complex trading and KYC issues, managed crisis communication during high-volatility periods with zero escalations, and scaled communities to hundreds of millions of views while maintaining >94% CSAT. I focus on safety, 24/7 service reliability, and continuous improvement through automation and knowledge-base optimization.

Experience

Work history, roles, and key accomplishments

Customer Service & Communications Specialist

SocialBite

Feb 2023 - Dec 2025 (2 years 10 months)

Handled 30–60 customer contacts daily across phone, chat, and email, independently resolving complex technical and billing issues with 94–98% CSAT and contributing to campaigns that realized over 500M video views.

Technical Support Customer Satisfaction Process Improvement Escalation Management Communication

Senior Customer Operations Lead

eToro

Aug 2023 - Oct 2024 (1 year 2 months)

Managed Tier-1 and Tier-2 support for complex trading, KYC, and withdrawal issues, resolving 96% of cases within a 12-hour SLA and leading communications during high-volatility periods with zero escalations.

Customer Support Crisis Communications KYC Trading Operations SLA Management Community Management Incident Response

Sales & Operations Manager

AutoFirst Salayi

Sep 2020 - Jul 2023 (2 years 10 months)

Managed sales, customer administration, purchasing and end-to-end vehicle transaction processes including financing, insurance and RDW compliance for a used-car dealership.

Sales Management Negotiation Customer Relations Purchasing Operations Management Documentation

Operations Team Leader

Action

Mar 2019 - Apr 2021 (2 years 1 month)

Led a team of 12 cashiers and warehouse staff, handled customer complaints and returns, and improved customer retention by converting dissatisfied customers into regulars weekly.

Team Leadership Retail Operations Customer Service Complaint Resolution Training Process Improvement