Miguil Ali Soubaneh
Dublin
Summary
Results-driven Professional with 15+ years of experience in Technical Operations. Specialized in Content Management, Trust and Safety, KYC, Fraud Prevention, Sales & CS. Multilingual leader (English, French, Somali) with expertise in bridging cultural gaps. Strong at analyzing Trends and ensure Compliance, Policies& Global regulations in operations.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Community Operations Analyst
META
Dublin
10.2024 - Current
- Review flagged social media content on Meta platforms accurately with strict SLA compliance.
- Coordinate with Public Policy, Legal & Community Ops to enforce standards and compliance policies.
- Identify critical escalations with grey areas & pull in experts when appropriate to resolve high priority & sensitive reported content swiftly while putting users first (D.O.I, Sexual & Child Exploitation, etc.…).
- Work closely with National communication authorities (EU & SSA) to minimize risk on sensitive cases.
- Gather, analyze and utilize relevant data to improve the overall user experience.
Cultural Mediator /Interpreter En/So/Fr
EUAA
02.2020 - 10.2024
- Facilitated Asylum proceedings requiring legal interpretation in English, French, and Somali.
- Translated sensitive high-stakes vulnerability assessments & eligibility interviews.
- Managed sensitive communications in complex cross-cultural communications for Frontex.
Content Manager, SEO Strategist Intern
Destinationclients.fr
Lille
09.2019 - 11.2019
- Increased organic traffic through implementation of comprehensive SEO strategies.
- Managed end-to-end WordPress development projects using Agile methodology.
- Led digital transformation initiative resulting in improved user engagement / conversion rates.
- Content Creation and adapted SEO Strategy for Online Publication on Facebook & LinkedIn.
- Editorial planning, how to identify the best topics, prioritize them, long-term strategy.
Airbnb Customer Experience Specialist
Acticall
Lille
07.2018 - 04.2019
- Answer calls, emails, and case work from customers on Zendesk & through Genesys.
- Work to resolve queries proactively inform customer on product features & benefits, updates.
- Account setup, fix payments issues, provide information on Airbnb website & policies.
Google Digital marketing Consultant
Zevas
Dublin
01.2018 - 03.2018
- Pitching Google Digital Marketing to recruit Clients to join the Development Partnership Program.
- Analyze & rate sites to determine compatibility with Google Advertising platforms to boost visibility.
- Dealing with diverse stakeholders such as Marketing, Sales, Pre-Sales, Engineers.
KYC Fraud Investigator Specialist
Amazon TRMS
Prague
11.2016 - 01.2018
- Conducted meticulous evaluation of seller profiles and documentation to mitigate fraud risk.
- Employed advanced data analysis techniques to authenticate transaction validity.
- Reduced fraudulent seller accounts through enhanced investigation procedures.
- Proceeded verification protocols on high-risk seller accounts in European markets.
Citrix Business Development Representative
Icon
Prague
05.2016 - 11.2016
- Identify and qualify new business opportunities for Citrix in ICON Communication Centre s.r.o.
- Build relationships with businesses and service providers.
- Generate and manage sales opportunities by building, maintaining and nurturing a healthy pipeline.
French iOS Tier 1 Support Advisor
Apple
Cork
06.2015 - 01.2016
- Delivered expert Tier 1 Technical Support for Apple iOS devices, ensuring customer satisfaction.
- Fostered robust customer relationships through attentive service and support.
- Recognized and escalated critical product or customer concerns to ensure swift resolution.
French Canadian Fraud / Limitations Agent
PayPal
Dundalk
10.2013 - 06.2015
- Expertly handling customer inquiries, providing education on PayPal's suite of products and robust risk management policies.
- Conducted thorough investigations into account activities to resolve disputes, mitigate fraud incidents, and list account limitations effectively.
CS Associate
Amazon
Cork
10.2009 - 12.2009
- Telephone and email service support to customers.
- Deal with complaints in relation to incorrect or late orders, and damaged goods.
- Information on products and services provided by Amazon.
Hotliner SFR9Box
TP
Lille
09.2008 - 11.2008
- Troubleshoot ADSL lines & setup, help client on account configuration.
Tech Support
Spie
Lille
05.2008 - 08.2008
- Creation and dispatch tickets to adequate services according to issues.
Helpdesk
Ajilon
Lille
12.2007 - 01.2008
- Servers & Network management, monitoring 7 activities.
Hotliner Club-Internet & Sales Representative Canal
Acticall
Lille
09.2006 - 12.2007
- Troubleshoot ADSL lines & device setups, help client with accounts configuration.
- Presentation and placement of the channel new offers to prospects.
Education
Digital Project Manager Certification -
26 Academy
05.2021
Digital Specialist Course -
Webforce3 Lille
Lille08.2019
Google AdWords Search, Shopping & Video -
01.2018
Citrix Certified Sales Professional -
07.2016
Cisco Certified Network Associate -
AFPA
10.2012
Cisco Certified Entry Networking Technician -
AFPA
06.2012
DAEU A -
SU/FCEP Lille3
06.2004
Skills
- Crisis & Risk Management
- Data Analysis
- Compiling information
- Identifying terms and words
- Verifying and editing translations
- Policy enforcement
- Risk assessment
- Cross-cultural communication
- Customer service
- Technical support
- Compliance policies
- Problem solving
- Agile methodology
- Document translation
- Multitasking
- Written communication
- Social perceptiveness
- Problem resolution
Websites
Certification
- 03/21, Digital Project Manager Certification, 26 Academy
- 04/19, Digital Specialist Course, Webforce3 Lille
- 01/18, Google AdWords Search, Shopping & Video
- 07/16, Citrix Certified Sales Professional (CCSP)
- 08/12, Cisco Certified Network Associate (ICDN2), AFPA
- 04/12, Cisco Certified Entry Networking Technician (ICDN1), AFPA
- 06/04, DAEU A, SU/FCEP Lille3
Timeline
Community Operations Analyst
META
10.2024 - Current
Cultural Mediator /Interpreter En/So/Fr
EUAA
02.2020 - 10.2024
Content Manager, SEO Strategist Intern
Destinationclients.fr
09.2019 - 11.2019
Airbnb Customer Experience Specialist
Acticall
07.2018 - 04.2019
Google Digital marketing Consultant
Zevas
01.2018 - 03.2018
KYC Fraud Investigator Specialist
Amazon TRMS
11.2016 - 01.2018
Citrix Business Development Representative
Icon
05.2016 - 11.2016
French iOS Tier 1 Support Advisor
Apple
06.2015 - 01.2016
French Canadian Fraud / Limitations Agent
PayPal
10.2013 - 06.2015
CS Associate
Amazon
10.2009 - 12.2009
Hotliner SFR9Box
TP
09.2008 - 11.2008
Tech Support
Spie
05.2008 - 08.2008
Helpdesk
Ajilon
12.2007 - 01.2008
Hotliner Club-Internet & Sales Representative Canal
Acticall
09.2006 - 12.2007
Digital Project Manager Certification -
26 Academy
Digital Specialist Course -
Webforce3 Lille
Google AdWords Search, Shopping & Video -
Citrix Certified Sales Professional -
Cisco Certified Network Associate -
AFPA
Cisco Certified Entry Networking Technician -
AFPA
DAEU A -
SU/FCEP Lille3
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