Mostafa Refaay
Available for Opportunities

Mostafa
Refaay

Finance · Risk · Operations · AI Champion

Technical Accounting Analyst at Swiss Re with 7+ years of international experience across reinsurance, banking, fraud risk, and telecommunications. Based in Bratislava, Slovakia — EU/EEA work-authorised.

🇸🇰 Bratislava, Slovakia Swiss Re SAP AML / KYC Microsoft Copilot EU Work Authorised
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Years Experience
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Global Companies
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Endorsements
About Me

Driving Results Across Global Markets

I'm a finance and operations professional with over 7 years of international experience spanning reinsurance accounting, fraud risk investigation, technical customer care, and commercial banking — across Europe, the GCC, and North Africa.

Currently at Swiss Re in Bratislava as a Technical Accounting Analyst, where I manage and reconcile technical accounting transactions for reinsurance contracts, collaborate with underwriting and finance teams, and drive automation and process improvement initiatives.

I hold a Bachelor's degree in Business Accounting from South Valley University, and complement my professional work with a strong commitment to community impact — having co-founded and led multiple social initiatives across education, human rights, and technology.

Certified Mental Health First Aider and an active AI Champion at Swiss Re — having personally supported 50+ colleagues in adopting AI tools, built 2+ live AI agents used near-daily across the team, and passionate about leveraging technology to improve processes and outcomes.

EU/EEA Work Authorised Reinsurance Accounting Fraud Investigation AML / KYC SAP Microsoft Copilot Mental Health First Aid
LocationBratislava, Slovakia 🇸🇰
Current RoleTechnical Accounting Analyst
Swiss Re
LanguagesArabic (Native)
English (Full Professional)
German (Elementary)
Work Auth.EU / EEA Authorised
EducationBSc Business Accounting
South Valley University, 2017
By the Numbers

A Career in Numbers

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Years Experience
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Global Companies
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Team Members Mentored
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GCC Markets Served
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LinkedIn Endorsements
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Years Volunteering
Career Journey

Professional Experience

7+ years across reinsurance, banking, e-commerce risk, and telecommunications — with leading global organisations on three continents.

Swiss Re
Swiss Re
Aug 2024 — Present  ·  1 yr 10 mos  ·  Bratislava, Slovakia
Technical Accounting Analyst
📍 Bratislava, Slovakia
ReinsuranceSAPAI Champion
Dec 2025 — Present
Show responsibilities
  • Manage and reconcile technical accounting transactions for reinsurance contracts, ensuring accuracy across premiums, claims, and commissions.
  • Ensure accurate booking in compliance with internal and external standards, collaborating closely with underwriting, claims, and finance teams.
  • Resolve discrepancies and support core business processes through cross-functional collaboration with internal stakeholders and external clients.
  • Perform account analysis, financial reporting, and support audits to maintain data integrity.
  • Drive process improvements and contribute actively to automation initiatives for operational efficiency.
  • Serve as AI Champion — personally supported 50+ colleagues in adopting Microsoft Copilot and AI tools, built 2+ live AI agents actively used near-daily across the team, driving measurable productivity improvements.
Network Partner Associate
📍 Bratislava, Slovakia
Policy IssuanceQuality ControlNetwork Partners
Aug 2024 — Dec 2025
Show responsibilities
  • Supported transactional business and coordinated the local policy and invoice issuance process using internal IT tools.
  • Managed the local policy quality control process, ensuring policies were issued accurately and on time.
  • Supervised the local premium collection process for Network Partner policies.
  • Collected and documented knowledge of individual Network Partners — including their capabilities, market specifics, and local regulations.
  • Contributed to process improvement initiatives and the creation and maintenance of Standard Operating Procedures (SOPs).
AT&T
AT&T
Aug 2022 — Jul 2024  ·  2 yrs  ·  Bratislava, Slovakia
Staff Associate — Technical Customer Service
📍 Bratislava, Slovakia
Apple CareiOS / AndroidMentoring
Apr 2023 — Jul 2024
Show responsibilities
  • Delivered Tier I & II technical support for wireless and mobile services, achieving high first-contact resolution rates.
  • Resolved SIM card and account issues remotely with precision, minimising customer effort and escalations.
  • Certified with Apple Care support tools, iOS, and Android systems.
  • Mentored and onboarded approximately 12 new team members per group — improving team performance, quality scores, and onboarding time.
Technical Care Representative
📍 Bratislava, Slovakia
Fibre SupportService Orders
Aug 2022 — Apr 2023
Show responsibilities
  • Handled customer calls and completed end-to-end service orders across wireless and fibre products.
  • Identified customer needs and recommended appropriate products and rate plans to improve satisfaction and retention.
  • Managed customer requests for payments, activations, upgrades, and other services efficiently.
  • Provided advanced technical support to fibre-connected customers, including troubleshooting and account management.
amazon
Amazon
May 2020 — Jul 2022  ·  2 yrs 3 mos  ·  Cairo, Egypt
Product Quality Operations
📍 Cairo, Egypt
Quality OpsPolicy Enforcement
Aug 2021 — Jul 2022
Show responsibilities
  • Maintained Amazon's marketplace site quality by enforcing Amazon Policy Guidelines across product listings.
  • Reviewed and actioned cases involving policy violations, ensuring consistent and accurate outcomes in line with established procedures.
  • Achieved weekly productivity and quality standards for operations in a high-volume, fast-paced environment.
  • Partnered with cross-functional business teams on special projects and escalation paths to ensure timely resolutions.
Partner Support
📍 Cairo, Egypt
Seller SupportAccount Management
May 2021 — Aug 2021
Show responsibilities
  • Handled Amazon sellers' issues and enquiries regarding their seller accounts — covering listings, payments, performance, and compliance.
  • Provided clear, solution-focused support to help partners navigate the Amazon platform effectively.
Transaction Risk Investigator
📍 Cairo, Egypt
Fraud InvestigationRiskAML Principles
Jul 2020 — Aug 2021
Show responsibilities
  • Investigated suspicious activity and behaviour posing risk to Amazon customers, merchants, and the platform.
  • Communicated via email with buyers, merchants, and internal customers to make informed, evidence-based risk decisions.
  • Maintained Amazon's site quality by enforcing Amazon Policy Guidelines with consistency and accuracy.
  • Took appropriate action based on established procedures and documented those actions thoroughly; escalated cases when outside standard procedure.
  • Participated in special projects and partnered with relevant business teams to ensure resolution of complex cases.
  • Consistently achieved weekly productivity and quality standards for investigations in a fast-paced, team-driven environment.
HSBC
HSBC
Apr 2019 — Jun 2020  ·  1 yr 3 mos  ·  Cairo, Egypt
Regional Customer Service Executive — RPIB
📍 Cairo, Egypt (Serving UAE · Oman · Bahrain)
UAEOmanBahrainInternet Banking
Jul 2019 — Jun 2020
Show responsibilities
  • Served Jade and Premier clients across UAE, Oman, and Bahrain — providing tailored, high-touch banking solutions to HNWIs and VIP clients including senior public figures.
  • Maintained the highest standards of confidentiality, discretion, and service quality in all client interactions.
  • Applied AML and KYC compliance processes rigorously across three GCC markets.
  • Delivered Internet Banking support and services across all covered markets.
Senior Customer Service Representative
📍 Cairo, Egypt
Jade ClientsPremier Banking
Jan 2020 — Jun 2020
Show responsibilities
  • Managed banking relationships with high-net-worth and VIP clients, serving Jade and Premier segments across UAE, Oman, and Bahrain.
  • Delivered personalised banking solutions and handled complex service requests with professionalism.
Rectification Team Member
📍 Cairo, Egypt
Data IntegritySystem Rectification
Jan 2020 — Jun 2020
Show responsibilities
  • Responsible for identifying and correcting erroneous system entries made by other team members, maintaining data integrity across the banking platform.
  • Collaborated with team leaders to ensure corrected records met HSBC's internal compliance and accuracy standards.
CRL Champion
📍 Cairo, Egypt
Customer Relations Leadership
Feb 2020 — Jun 2020
Show responsibilities
  • Appointed as CRL (Customer Relations Leadership) Champion — supporting and elevating customer service standards across the team.
  • Acted as a point of reference for best practices in client interaction and quality assurance.
Customer Service Executive
📍 Cairo, Egypt
GCC BankingAMLKYC
Apr 2019 — Jun 2020
Show responsibilities
  • Provided customer service for HSBC clients across GCC markets — handling account enquiries, transactions, and banking requests.
  • Applied AML and KYC compliance processes consistently as part of daily operations.
Expertise

Core Competencies

A multidisciplinary skill set endorsed by 50+ colleagues across finance, technology, risk, and leadership.

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Finance & Reinsurance
Financial AnalysisFinancial AccountingSAP ProductsPaymentsReinsurance AccountingCommercial BankingCredit RiskRetail Banking
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Technology & Tools
Microsoft CopilotMicrosoft ExcelMicrosoft OfficeCRM SystemsMicrosoft OutlookPowerPointData EntryInformation Management
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Risk & Compliance
Fraud InvestigationsAMLKYCRegulatory ComplianceCybersecurity AwarenessInformation SecurityRisk Management
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Leadership & People
Team LeadershipCoaching & MentoringManagementTrainingTeam BuildingCollaborative LeadershipMental Health First Aid
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Operations & Strategy
Project ManagementStrategic PlanningBusiness IntelligenceProcess ImprovementBusiness InnovationBusiness AcumenEntrepreneurship
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Communication & Service
Public SpeakingCustomer ServicePresentation SkillsDe-escalationCustomer SatisfactionDecision-MakingProblem Solving
Additional Skills
Mental Health CounselingVolunteeringTime ManagementSalesTechnical SupportEnglishArabicGerman (Elementary)Managing MeetingsInformation Security AwarenessAdherenceEducating
Side Projects

Built From Scratch

Personal ventures exploring product design, development, and real-world problem solving beyond my day job.

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Live
Nearee
Discover events happening near you

A web app and mobile application that aggregates local events and helps users discover what's happening around them — from concerts and meetups to cultural experiences. Built to solve the real problem of scattered event discovery.

Web App Mobile App Events Discovery Product Design
Community Impact

Volunteering & Social Work

10+ years of active community leadership across education, human rights, and technology.

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Co-Founder & Project Manager
Mentor Valley
Feb 2022 — Present · Education
Simplifies mentoring and appointments, helping mentors manage mentees and sessions efficiently.
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CEO & Team Leader
Qena English Club
Mar 2017 — 2022 · Education
Organised weekly English circles of 10–20 persons to help community members practise the language regularly.
Team Lead — Qena Governorate
HarassMap
Mar 2017 — 2022 · Human Rights
Led community safety awareness efforts covering Qena governorate to combat harassment and support victims.
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Alumni & Former Dev. & Fundraising Member
ENACTUS
Apr 2015 — Present · Economic Empowerment
International non-profit in 37 countries across 1,730 universities — social entrepreneurship and economic empowerment.
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Peer Educator
Y-PEER (United Nations)
Aug 2016 — Aug 2019 · Civil Rights & Social Action
Youth peer education under the United Nations framework, supporting civil rights and social development.
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Member — Active Citizens Initiative
British Council
Oct 2016 — Apr 2017 · Civil Rights
Participated in the British Council with Etigah Foundation initiative "Active Citizens" for community development.
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Facilitator & Trainer
Masr Ta3mal (Microsoft Initiative)
Nov 2016 — Apr 2017 · Education
Delivered CV writing and formal communication training to ~30 participants across 7 hours at Race to Space event.
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Technical Member & Trainer
Microsoft Student Partners Tech Club
Mar 2015 — Jan 2017 · Science & Technology
Delivered sessions on CV writing, LinkedIn, and Business Etiquette; contributed to problem-solving using technology.
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Translator (English → Arabic)
Coursera
Apr 2017 — Oct 2017 · Education
Translated educational subtitles from English to Arabic, making learning content accessible to Arabic-speaking students worldwide.
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Ideator & Team Leader
TIEC
Feb 2015 — Mar 2015 · Economic Empowerment
Winter intern at TIEC, served as team leader during the innovation and ideation programme.
Credentials

Certifications & Qualifications

Professional certifications validating expertise across finance, technology, and wellbeing.

Mental Health First Aider
2024
Apple Care Support Tools Certification
2023
iOS & Android Systems Certification
2023
Leadership Principles I Certificate
2022
Customer Service: Handling Abusive Customers
2022
Customer Service Foundations
2022
Learning Outlook 2016
2021
TIEC Capacity Building Program
2015
Professional Financial Accountant (PFA)
2016
Electronic Accountant Certificate
2016
Principles of Banking — Egyptian Banking Institute
2016
QNB Group Summer Internship
2016
Social Proof

What Colleagues Say

Recommendations from managers and colleagues across Swiss Re, AT&T, Amazon, and beyond.

"

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.

"

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.

"

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 as I believe he will add great positive value for any company he joins.

"

Mostafa is an active member of the Technical team at Microsoft Tech Club-SVU. He has good ideation, creativity, and facilitation skills.

What I Offer

Professional Services

Leveraging 7+ years of expertise across finance, risk, operations, and technology to deliver tailored professional services.

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Availability
Remote or In Person (Bratislava, Slovakia)
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Pricing
Contact for pricing
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Public Speaking
Engaging presentations and talks on finance, risk management, AI adoption, and professional development for conferences and corporate events.
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Public Relations
Strategic communication consulting, stakeholder management, and brand positioning for professionals and organisations.
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Customer Service & Support
Expert consulting on building and optimising customer service operations, quality frameworks, and team training programmes.
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Technical Support
IT and technical support consulting for mobile, desktop, and enterprise systems. Apple and Android certified specialist.
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Interview Preparation
One-on-one coaching for job interviews, CV review, and career guidance — drawing from experience at Swiss Re, Amazon, AT&T, and HSBC.
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Computer Repair & Setup
Hardware and software troubleshooting, system setup, data migration, and IT configuration for personal and business use.
Services Provided
Public SpeakingPublic RelationsCustomer ServiceCustomer SupportTechnical SupportInterview PreparationComputer RepairTelecommunicationsCareer CoachingCV ReviewAI & Copilot TrainingProcess Optimisation
Request a Service
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Get In Touch

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.

✉️ contact@mrefaay.com 💼 LinkedIn Profile 📞 +421 950 278 710