Abdullah Refaie Email & Phone Number

Cairo, Egypt

• Develop and implement strategies to detect, prevent and respond to fraudulent activities.• Lead a team of fraud analysts, investigators and other professionals, providing guidance, coaching and support to ensure the team operates efficiently and effectively.• Oversee the development and implementation of fraud prevention and detection measures, including monitoring systems, rules-based controls to minimize fraudulent activities and losses.• Manage initiatives for preventing the… Show more • Develop and implement strategies to detect, prevent and respond to fraudulent activities.• Lead a team of fraud analysts, investigators and other professionals, providing guidance, coaching and support to ensure the team operates efficiently and effectively.• Oversee the development and implementation of fraud prevention and detection measures, including monitoring systems, rules-based controls to minimize fraudulent activities and losses.• Manage initiatives for preventing the phenomenon of cyber fraud perpetrated through Mobile wallet, Internet and Mobile Banking or cards, also through specific external providers.• Identify anti-fraud impacts related to new projects.• Manage, in a coordination with the governance structures, the design activities related to anti-fraud, from the drafting of the requirements to the monitoring of post-production KPIs.• Study new anti-fraud initiatives to combat fraud and reduce false positives.• Continuously measure anti fraud's effectiveness and accuracy. Show less

1. Manage Fraud & Revenue Assurance Functions ( internal Fraud – E-wallet - Mobile wallet – investigations 2. Lead, coach and monitor Fraud & Revenue Assurance team.3. Ensure compliance with the company code of conduct and corporate policies.4. Apply the Fraud policy and other related policies, procedures and governing documents.5. Evaluate periodically the revenue assurance controls and assure their efficiency6. Apply/enhance the revenue assurance controls in coordination… Show more 1. Manage Fraud & Revenue Assurance Functions ( internal Fraud – E-wallet - Mobile wallet – investigations 2. Lead, coach and monitor Fraud & Revenue Assurance team.3. Ensure compliance with the company code of conduct and corporate policies.4. Apply the Fraud policy and other related policies, procedures and governing documents.5. Evaluate periodically the revenue assurance controls and assure their efficiency6. Apply/enhance the revenue assurance controls in coordination with revenue assurance teams and other stakeholders.7. Enforce controls over new products & services8. Setting, implementing & developing controls over Orange Cash revenue stream 9. Carry out and maintain fraud audits, investigations testing activities and documentation as required by the fraud plan. 10. Participate in issuing the fraud audit, investigation reports and propose recommendations on observed findings.11. Recommend controls to assure effectiveness in places from a fraud & revenue assurance perspectives12. Respond to all inquiries across Orange and Orange functions related to potential fraud schemes that functions owners might be aware of and conduct any necessary awareness for both functions.13. Identify patterns, claims, and fulfillment activities, by analyzing data and information.14. Develop models and methods to identify potential fraud, and implement tools and processes to minimize it.15. Create and implement ongoing data analysis and reporting from internal and client provided information.16. Prove detailed analysis and recommendations to mitigate fraud and operational risk factors.17. Review all transactions for potentially fraudulent activities, and ensure that they are flagged properly.18. Assess fraud risks and assess internal controls for fraud prevention.19. Run workshops to raise fraud risk awareness. Show less

- Perform regular auditing to ensure that the prescribed process and working instructions are strictly followed to avoid fraudulent actions and the consequent legal liabilities.- Report departmental and individual results to management and motivate others to achieve specific goals.- Act as the interface with other departments such as Distribution (POS), Mobile Money teams, and the Technology team. - Suggest process modifications to the management to enhance customers experience and… Show more - Perform regular auditing to ensure that the prescribed process and working instructions are strictly followed to avoid fraudulent actions and the consequent legal liabilities.- Report departmental and individual results to management and motivate others to achieve specific goals.- Act as the interface with other departments such as Distribution (POS), Mobile Money teams, and the Technology team. - Suggest process modifications to the management to enhance customers experience and suggest tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties.- Escalate problems, report suspected fraud and provide relevant feedback to the right channels.- Monitor random sample of calls regularly to check quality and accuracy standards are maintained among team members. Show less

- Receive first class customers' complaints from first liners and fully investigate them till reaching the proper solution within the agreed service level.- coordination with other departments to achieve highest level of customer satisfaction.- Analyze the key issues for churn and addresses them to upper management- Coordinate with all concerned departments to ensure effective handling for customers’ complaints, termination and porting-out requests. - Escalate problems and… Show more - Receive first class customers' complaints from first liners and fully investigate them till reaching the proper solution within the agreed service level.- coordination with other departments to achieve highest level of customer satisfaction.- Analyze the key issues for churn and addresses them to upper management- Coordinate with all concerned departments to ensure effective handling for customers’ complaints, termination and porting-out requests. - Escalate problems and provides relevant feedback to the right channels- Suggest new ideas generated from the work-flow- Escalate problems, report suspected fraud and provides relevant feedback to the right channels Show less

- Support first liners in any needed information related to services, products, offers and process.- Responsible for managing and controlling the shift in First Class Department- Handle angry customers and solving their problems- Provides live briefing /sessions to the CSRs either on a new or existing products and services- Channel customers' suggestions and recommendations to management through different communication channels- Escalate problems & provide relevant feedback… Show more - Support first liners in any needed information related to services, products, offers and process.- Responsible for managing and controlling the shift in First Class Department- Handle angry customers and solving their problems- Provides live briefing /sessions to the CSRs either on a new or existing products and services- Channel customers' suggestions and recommendations to management through different communication channels- Escalate problems & provide relevant feedback to the right channels. Show less

 Handle all incoming calls of the first class call center Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction Communicate with other Customer Care sub-divisions to answer all relevant customer inquiries Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate Provide proper information to customers with complete & comprehensive understanding of Mobinil Products & Services and Policies &… Show more  Handle all incoming calls of the first class call center Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction Communicate with other Customer Care sub-divisions to answer all relevant customer inquiries Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate Provide proper information to customers with complete & comprehensive understanding of Mobinil Products & Services and Policies & Procedures  Fully understand & adhere to company policies & procedures that generates personal/professional credibility & trust Respect & apply company vision & values Fully understand both individual & company objectives to achieve them effectively & efficiently Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings, etc.) Resolve customer complaints in time & treat them as business opportunities to ensure continuous improvement & development Escalate problems & provide relevant feedback to the right channels Positively contribute in up-selling of products & Value Added Services to maximize company revenue Show less