Nada Muhamed

Led end-to-end service delivery across 4 core platforms supporting 600+ active merchants across AU/NZ. Reduced repeat escalations by ~30% through structured incident tracking, RCA, and weekly cross-team resolution cadences; owned UAT and release validation for 100% of production releases to prevent high-severity defects.

Delivered 15+ high-value CRM V4 migrations with 0 payment downtime during merchant transitions. Increased merchant activation success by ~25% by redesigning onboarding workflows and migration readiness checks; owned escalation response for 100% of complex migration incidents coordinating engineering and support.

Onboarded and supported 200+ merchants across CRM, payments, and membership platforms. Reduced average resolution time for high-severity payment and billing issues by ~20% by improving diagnostics and documentation; authored 10+ internal guides and workflows to reduce support handling time by ~20%.

Resolved 500+ technical cases across global SaaS payment and account systems with consistently high CSAT. Owned end-to-end investigations that reduced unnecessary escalations by ~15% and converted recurring customer issues into 20+ product insights for engineering teams.

Handled 1,000+ technical cases for large-scale consumer platforms under strict SLA targets. Authored standardized troubleshooting documentation adopted by multiple teams and reduced escalation rates by ~15% using structured diagnostic flows and repeat-issue tracking.

Bachelor’s degree in Business Administration with a focus on Finance from Alexandria University.