MOMohamed Ouadaa
@mohamedouadaa
Multilingual customer success and fintech operations specialist driving dispute wins and retention.
MoroccoWhat I'm looking for
I am a multilingual Customer Success and Fintech Operations Specialist with a dual background in Law and Biology, combining regulatory rigor with analytical precision to optimize customer journeys and reduce revenue loss. I have driven measurable results in chargeback management, dispute adjudication, and high-ticket sales for global brands.
My career highlights include achieving an 80% dispute win rate across 300+ financial disputes, a 35% increase in conversion rates for legal intake, and consistent 100% CSAT performance as a lead support agent. I improve processes through standardized templates, data integrity in CRMs, and evidence-based dispute packages that recover at-risk revenue.
I thrive in remote, cross-functional teams and bring expertise in KYC/AML compliance, fraud detection, Zendesk/Intercom workflows, and ecommerce platforms like Shopify and WooCommerce. I am committed to customer-centric operations that reduce churn, increase retention, and protect revenue while maintaining regulatory compliance.
Experience
Work history, roles, and key accomplishments
Customer Success Specialist
Counter.com
Jul 2025 - Present (6 months)
Served as primary brand advocate for a clean beauty leader, maintaining a 100% CSAT and increasing FCR by 35% while retaining 20% of at-risk subscription customers through tailored interventions.
Legal Sales Advisor
Progress Law Firm
Jan 2025 - Dec 2025 (11 months)
Leveraged legal education to consult on CICA claims, revamping intake processes to increase inquiry-to-case conversions by 35% and maintaining CRM data integrity for 50+ weekly leads.
Customer Experience Specialist
The Sofa Shop
Jan 2024 - Dec 2025 (1 year 11 months)
Managed post-sales operations and reputation for a UK furniture retailer, increasing Trustpilot by 17.5% and Google Reviews by 82% while reducing logistics complaints by 30% and boosting repeat purchases 25%.
Dispute Resolution Analyst
OGV Digital Marketing Agency
Jan 2023 - Dec 2024 (1 year 11 months)
Oversaw payment dispute resolution using Stripe and PayPal, adjudicating 300+ disputes with an 80% win rate, recovering at-risk revenue and reducing response time by 20% through template-driven processes.
Education
Degrees, certifications, and relevant coursework
UAUniversity Cadi Ayyad
DEUG, Private Law
2021 - 2023
Completed DEUG in Private Law focusing on contract law, civil liability, and legal analysis applicable to dispute resolution and compliance.
Lycée Youssef Ben Tachfine
Baccalauréat Scientifique, Biology
Completed Baccalauréat Scientifique with emphasis on biology, developing analytical rigor and systems thinking relevant to health and beauty technology roles.
Tech stack
Software and tools used professionally
Availability
Location
MoroccoAuthorized to work in
Social media
Job categories
Skills
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