Mohamed Moosa
Service Desk Analyst @Trust Payments
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WORK HISTORY
Service Desk Analyst @Trust Payments
London, GB
Provided 24/7 client support to merchants globally across POS, ECOM and MOTO payment gateway and acquiring solutions • Resolved 350+ support queries monthly via phone, email and chat, maintaining a 92% SLA and 90% quality monitoring score • Achieved an average call time of 6 minutes, one-touch ticket resolution rate of 60% and re-open rate of 12% • Performed user management tasks such as merchant onboarding, account setup and access recovery • Addressed settlement queries relating to Payment Account Retail, Fee Collect, and Rolling Reserve • Resolved transaction queries at RISKDEC2, THREEDEE QUERY and AUTHORISATION stages • Conducted POS device swaps and performed hardware and software troubleshooting across the AEVI and Kinetic suite • Configured Web Service and JWT API integration for ECOM payments • Ensured due diligence by adhering to the Identification and Verification process • Collaborated cross-functionally with Finance, Risk, Compliance, Technical Support, Account Management and Sales teams to ensure aligned service delivery and a cohesive customer experience
EDUCATION
University of Westminster
Bachelor of Science - BS, Computer Science
Leyton Sixth Form College
A-level
ABOUT MOHAMED MOOSA
Dynamic and results-driven professional with a robust background, fueled by a passion for…
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