Mostafa Refaay
Available immediately
Bratislava, Slovakia · EU/EEA authorised
AI Geek · Finance · Risk · Operations · Mental Health First Aider
Finance and operations professional with 7+ years of international experience across reinsurance accounting, banking, fraud risk and technical customer care.
Re/insurance · Fraud & AML · SAP · AI Tools · Mental Health First Aider
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- 7+ Years of experience
- 4 Global companies
- 3 Continents
- 50+ Endorsements
Driving results across global markets
Finance and operations professional with 7+ years of international experience across reinsurance accounting, fraud risk investigation, AML and KYC compliance, technical customer care and commercial banking, working with Swiss Re, AT&T, Amazon and HSBC across Europe, the GCC and North Africa.
Most recently Technical Operations Associate at Swiss Re in Bratislava (until November 2026), owning ledger management across premium collection and claims payout, applying accuracy thresholds and portfolio segmentation, and using data and technology to steer operations. Recognised as an Advanced AI Champion: built live AI agents that automate team workflows and supported 50+ colleagues in adopting Microsoft Copilot and AI tools.
Bachelor of Commerce graduate, Mental Health First Aider, and a community leader who has co-founded and led initiatives in education, human rights and technology.
- Location: Bratislava, Slovakia
- Availability: Available immediately
- Languages: Arabic (Native) · English (Fluent, C1) · German (Beginner, self-studying)
- Work authorisation: EU / EEA authorised
- Education: Bachelor of Commerce — Accounting, Finance and Business Management, South Valley University
Professional experience
Tnest
Oct 2026 — Present · Bratislava, SK
Founder
Oct 2026 — Present · Web design, Bilingual websites, Admin panels, Privacy-first
- Founded and run a Bratislava web studio that designs and builds clean, fast, bilingual (Slovak and English) websites for businesses, professionals and individuals.
- Deliver company websites, personal websites and portfolios, set up in days, mobile-first, with a simple admin panel so clients edit their own content.
- Register client domains in the client's own name where possible, and build privacy-friendly sites: no tracking cookies, self-hosted fonts.
- Offer clear prices with optional monthly care. Website: tnest.eu.
Swiss Re
Aug 2024 — Nov 2026 · Bratislava, SK
Technical Operations Associate
Aug 2026 — Nov 2026 · Ledger management, Premium collection, Claims payout, Process automation, Data quality
- Own end-to-end ledger management across premium collection and claims payout, applying accuracy thresholds and portfolio segmentation to safeguard processing quality and contractual compliance with Swiss Re clients.
- Deliver daily and project-based operational activities, ensuring timely and accurate fulfilment of contractual obligations through rigorous client data handling.
- Drive digitalised and automated workflows that improve efficiency, data quality and reporting accuracy.
- Use data and technology to steer the business operationally and maintain high data quality standards.
- Lead end-to-end administration professionalisation, supporting key initiatives to transform, design and align processes, guidelines and future data and reporting requirements.
- Collaborate across local and international teams and contribute to continuous improvement of tools, processes and culture.
Technical Accounting Analyst
Dec 2025 — Aug 2026 · Reinsurance accounting, SAP, Reconciliation, AI Champion
- Managed and reconciled technical accounting transactions for reinsurance contracts, ensuring accurate booking of premiums, claims and commissions in line with internal and external standards.
- Partnered with underwriting, claims and finance teams to resolve discrepancies and keep every transaction aligned with the quality management framework and internal controls.
- Managed balance settlement and cash flow, executing technical verification with a strong focus on data quality.
- Performed account analysis and financial reporting, and supported audits to maintain data integrity.
- Used SAP, Microsoft 365 and Microsoft Copilot daily to streamline reporting and account handling.
- Drove process improvement and automation initiatives that raised operational efficiency across the team.
- Recognised as Advanced AI Champion: built 2+ live AI agents that automate team workflows, used near-daily and supporting multiple departments, and supported 50+ colleagues in adopting Microsoft Copilot and AI tools.
Network Partner Associate
Aug 2024 — Dec 2025 · Policy issuance, Quality control, Premium collection, SOPs
- Managed 190+ insurance cases across multiple countries, coordinating local policy and invoice issuance with internal IT tools.
- Ran quality control of local policy issuance across a diverse international portfolio, ensuring accurate and timely delivery in every market.
- Supervised local premium collection for Network Partner policies; proactively identified and resolved payment delays.
- Documented the capabilities, market specifics and local regulations of individual Network Partners to support compliant cross-border business.
- Led the creation and maintenance of Standard Operating Procedures (SOPs) and contributed to process improvement, raising team efficiency and consistency.
AT&T
Aug 2022 — Jul 2024 · Bratislava, SK
Advanced Staff Associate — Technical Customer Care
Apr 2023 — Jul 2024 · Technical support, Apple Care, iOS / Android, Mentoring
- Delivered Tier I and II technical support for wireless and mobile services, resolving SIM, account, iOS and Android issues with high first-contact resolution rates.
- Resolved SIM card and account issues remotely with precision, minimising customer effort and escalations.
- Certified in Apple Care support tools, iOS systems and Android systems, delivering expert-level technical assistance.
- Mentored and onboarded 12+ new team members per group, improving team performance, quality scores and time to proficiency.
Technical Care Representative
Aug 2022 — Apr 2023 · Fibre support, Service orders, Customer retention
- Handled customer calls and completed end-to-end service orders across wireless and fibre products.
- Identified customer needs and recommended suitable products and rate plans, improving satisfaction and retention.
- Processed payments, activations, upgrades and other service requests efficiently and accurately.
- Provided advanced technical support to fibre customers, including troubleshooting and account management.
Amazon
May 2020 — Jul 2022 · Cairo, EG
Product Quality Operations
Aug 2021 — Jul 2022 · Quality operations, Policy enforcement, KPIs
- Promoted for high performance into Product Quality Operations, maintaining marketplace site quality by enforcing Amazon Policy Guidelines across product listings.
- Reviewed and actioned policy-violation cases with consistent, accurate outcomes in a high-volume, fast-paced environment.
- Consistently achieved weekly productivity and quality KPIs.
- Partnered with cross-functional business teams on special projects, escalation paths and process improvement initiatives.
Partner Support
May 2021 — Aug 2021 · Seller support, Account management
- Resolved Amazon sellers' issues and enquiries on listings, payments, performance and compliance.
- Provided clear, solution-focused support that helped partners navigate the Amazon platform effectively.
Transaction Risk Investigator
Jul 2020 — Aug 2021 · Fraud investigation, Transaction risk, AML principles
- Investigated suspicious transactions and behaviour posing financial or reputational risk to customers, merchants and the platform.
- Communicated with buyers, merchants and internal customers to make informed, evidence-based risk decisions and enforce Amazon Policy Guidelines.
- Took action under established procedures, documented every case thoroughly and escalated complex cases.
- Consistently achieved weekly productivity and quality standards for investigations.
HSBC
Apr 2019 — Jun 2020 · Cairo, EG · Serving UAE, Oman and Bahrain
Regional Customer Service Executive — RPIB
Jul 2019 — Jun 2020 · GCC banking, Jade and Premier, Internet banking, HNWI
- Served Jade and Premier clients across UAE, Oman and Bahrain, delivering tailored, high-touch banking solutions to high-net-worth individuals and VIP clients, including senior public figures.
- Maintained the highest standards of confidentiality, discretion and service quality.
- Applied AML and KYC compliance processes rigorously, keeping full regulatory adherence across three GCC markets.
- Delivered Internet Banking support and services across all covered markets.
Senior Customer Service Representative
Jan 2020 — Jun 2020 · Premier banking, VIP clients, Relationship management
- Managed banking relationships with high-net-worth and VIP clients across UAE, Oman and Bahrain.
- Delivered personalised banking solutions and resolved complex service requests with professionalism.
- Mentored new hires, contributing to stronger team performance and professional development.
Rectification Team Member · CRL Champion
Jan 2020 — Jun 2020 · Data integrity, Customer relations leadership, Quality
- Identified and corrected erroneous system entries, protecting data and process integrity across the banking platform.
- Appointed CRL Champion: raised customer service standards and served as a reference for best practice in client interaction and quality assurance.
Customer Service Executive
Apr 2019 — Jun 2020 · GCC banking, AML, KYC
- Provided customer service for HSBC clients across GCC markets, covering account enquiries, transactions and banking requests.
- Applied AML and KYC compliance processes consistently as part of daily operations.
Projects
Tnest
Tnest is a Bratislava web studio. We design and build clear, fast websites for businesses, professionals and individuals, and we run our own digital projects.
Live · Web studio · Business sites · Personal sites
https://tnest.eu/
Read the case study
Nearee
A web and mobile app that aggregates local events and helps people discover what's happening around them, from concerts and meetups to cultural experiences. Built to solve the real problem of scattered event discovery.
Live · Web app · Mobile app · Events discovery · Product design
https://nearee.app
Read the case study
Core competencies
Finance and reinsurance
Technical accounting, Reinsurance accounting, Premium and claims booking, Balance settlement, Cash flow management, Accounts receivable, Ledger management, Premium collection, Claims payout, Portfolio segmentation, Financial analysis, Financial accounting, Financial controls, Credit risk, Payments, Commercial banking, Retail banking
Technology and AI
SAP products, Microsoft 365, Microsoft Excel, Microsoft Copilot, AI agents, Claude, ChatGPT, Gemini, Generative AI, Large language models, Prompt design, Responsible AI, CRM systems, Data analysis, Outlook, PowerPoint, Information management
Risk and compliance
Fraud investigation, Transaction risk, AML, KYC, Regulatory compliance, Quality management frameworks, Internal controls, Risk management, Cybersecurity awareness, Information security
Operations and strategy
SOP development, Process optimisation, Process improvement, Data quality assurance, Exception handling, Escalation management, Business intelligence, Project management, Strategic planning, Business innovation, Entrepreneurship
Leadership and people
Team leadership, Team mentoring (12+ members), Coaching and mentoring, Training, Stakeholder communication, Cross-functional collaboration, Collaborative leadership, Mental health first aid
Communication and service
Public speaking, Presentation skills, Customer service, Customer satisfaction, De-escalation, Technical support, Problem solving, Decision-making, Sales, Time management, Managing meetings
Certifications and badges
- Introduction to Generative AI — Google Cloud (2026)
- Mental Health First Aider (2024)
- Apple Care Support Tools Certification (2023)
- iOS and Android Systems Certification (2023)
- Leadership Principles I Certificate (2022)
- Customer Service: Handling Abusive Customers (2022)
- Customer Service Foundations (2022)
- Learning Outlook 2016 (2021)
- Professional Financial Accountant (PFA) (2016)
- Electronic Accountant Certificate (2016)
- Principles of Banking — Egyptian Banking Institute (2016)
- QNB Group Summer Internship (2016)
- TIEC Capacity Building Program (2015)
Volunteering and social work
Mentor Valley
Co-Founder and Project Manager · Feb 2022 — Present · Education
Simplifies mentoring and appointments, helping mentors manage mentees and sessions efficiently.
Qena English Club
CEO and Team Leader · Mar 2017 — 2022 · Education
Organised weekly English circles of 10–20 persons to help community members practise the language regularly.
HarassMap
Team Lead — Qena Governorate · Mar 2017 — 2022 · Human rights
Led community safety awareness efforts covering Qena governorate to combat harassment and support victims.
ENACTUS
Alumni and former development and fundraising member · Apr 2015 — Present · Economic empowerment
International non-profit in 37 countries across 1,730 universities — social entrepreneurship and economic empowerment.
Y-PEER (United Nations)
Peer Educator · Aug 2016 — Aug 2019 · Civil rights
Youth peer education under the United Nations framework, supporting civil rights and social development.
British Council
Member — Active Citizens Initiative · Oct 2016 — Apr 2017 · Civil rights
Participated in the British Council with Etigah Foundation initiative "Active Citizens" for community development.
Masr Ta3mal (Microsoft)
Facilitator and Trainer · Nov 2016 — Apr 2017 · Education
Delivered CV writing and formal communication training to ~30 participants across 7 hours at Race to Space event.
Microsoft Student Partners Tech Club
Technical Member and Trainer · Mar 2015 — Jan 2017 · Science and technology
Delivered sessions on CV writing, LinkedIn, and Business Etiquette; contributed to problem-solving using technology.
Coursera
Translator (English → Arabic) · Apr 2017 — Oct 2017 · Education
Translated educational subtitles from English to Arabic, making learning content accessible to Arabic-speaking students worldwide.
TIEC
Ideator and Team Leader · Feb 2015 — Mar 2015 · Economic empowerment
Winter intern at TIEC, served as team leader during the innovation and ideation programme.
What colleagues say
I had the pleasure of working with Mostafa at AT&T. Throughout our time together, I was consistently impressed by his dedication, professionalism, and ability to tackle complex challenges. His contributions have been invaluable to our team's success.
Weronika B., Senior Process Analyst · AT&T
Mostafa is a dedicated and hardworking professional with a great attitude. He consistently strives to improve and delivers quality work. His team skills and positive approach make him a great asset to any organization.
Adewale O., Senior Customer Service Manager · AT&T
Mostafa is a very hard worker and his career and achievements speak about him. He has a positive mindset which gives a special impact for any organisation he is working for. I strongly recommend him.
Khaled M., Senior Auditor · National Bank of Egypt
Mostafa is an active member of the Technical team at Microsoft Tech Club-SVU. He has good ideation, creativity, and facilitation skills.
Hossam E., Senior Mobile Software Engineer · Toptal
How I can help
Public speaking
Engaging presentations on finance, risk management, AI adoption and professional development for conferences and corporate events.
Public relations
Strategic communication consulting, stakeholder management and brand positioning for professionals and organisations.
Customer service and support
Expert consulting on building and optimising customer service operations, quality frameworks and team training programmes.
Technical support
IT and technical support consulting for mobile, desktop and enterprise systems. Apple and Android certified specialist.
Interview preparation
One-on-one coaching for job interviews, CV review and career guidance, drawing on Swiss Re, Amazon, AT&T and HSBC experience.
Computer repair and setup
Hardware and software troubleshooting, system setup, data migration and IT configuration for personal and business use.
Create personal website
Create your own tailored website to show up your work, experience and your own thoughts
Let's connect
Open to opportunities across Europe in reinsurance, finance, risk, operations, customer service and banking, bringing 7+ years of expertise across all these sectors. Send a request and I'll reply within 24–48 hours.