Sami Rifai

1. Salesforce CRM support ~ 300 cases/month 2. Social Media CRM support & sales ~ 400 cases/month majority are leads 3. Manual Social Media monitoring ~ 60 cases/month 4. Professional Medical process translations 5. On call and SMS support 6. Anti-corruption, contraband and fraud reporting and documentation - I also helped with designing new techniques and ways for improvement. 7. Quality and Safety reporting and documentation - 50 cases/month 8. My quality metrics range from min 87.5% to 100% all time.

1. Mainly handling P1 and P2 level security incidents 2. Working as teams-orchestrator during the incident response process 3. Creating bridge meetings with clients to brief them about the incident and explain the needed measures 4. Logging and tracking incidents via Service Now ticketing system to insure visibility 5. Documenting findings, actions and reporting to stakeholders on a daily and weekly basis 6. Working with Threat Intelligence and Digital Forensics departments to scan and check for IOCs

1. Handling customer technical and security issues 2. Handling escalated tickets 3. Providing discrete solutions and excellent team assistance 4. Overseeing the team's support handling and providing feedback 5. Communicating with leadership on improving the support service and technical documentation.