Alaa Ibrahim Email and Phone Number

ensuring operational and service delivery excellence within FinTech and on the part of internal and external partners. As well as oversee records management, training and capacity building beside ensuring support / assistance to for all MoMo stakeholders

 Manage, supervise, and coordinate the activities of back office professionals in handling customer complaints & requests. Define and follow up the Key Performance Indicators (KPI) of the Department. Define the needs and the procedures of the unit and assure their application. Analyze customer's complaints and provide recommendation to reduce complaints and enhance service performance. Monitor unit performance in order to increase customer satisfaction through shorting the resolution time. Control & reconcile all settlements, compensation and deposits refund.  Participate in setting the Department’s budget. Adhere to the Customer Relation division objectives. Define the needs of the site and of foreseeing potential problems Analyze the nature of calls received and follow up with other departments to enhance the input of MTN offers.  Control and assure a high quality level of customer service. Prepare the daily and monthly reports of the department in terms of both quality and quantity perspectives Participate in building subscriber loyalty by providing necessary feedback to the concerned persons. Coach, develop and motivate the team  Manage people under stress environment. Monitor team performance to ensure that the back office KPIs is met. Measure and demonstrating the group productivity as well as the individual’s reports related to customer outcomes Make recommendations to the Customer operations S. Manager. Building strong team

Generate the daily and monthly statistics reports.Report to the Back Office Manager any alarming complaints and valuable informationLead the team to achieve the section’s pre-established objectives.Ensure that internal procedures are correctly interpreted, properly maintained and effectively administered.Compensate loosing credits caused by network or system failure.Alarm fraud cases to legal and concerned parties. Control and follow up the task distribution among the members of the team.Provide the representatives with appropriate and effective support.Provide continuous training to the representatives.Follow up difficult cases and ensure their resolution in the most efficient manner.Communicate and coordinate with other departments in order to better serve customers.Ensure that the best quality of service is delivered to the subscriber.Ensure efficient coordination between the team members.Ensure that all types of complaints are solved effectively in perfect time.Provide support to the other CR division requested by line managerFollow up and control the Service Centers transactions.Control & reconcile all settlements, compensation and deposits refund.Retailer stock control.Promotion material availability. Measuring customer satisfaction.Analysis and reporting customer feedback.Coordinate with other department to developing products and services as per customer request.Member of quality acceptance for new application and services from customer relation department.Review performance of employee and department. Planned ,controlled, motivated my sales teamRecognize & appreciate well doingAssist & support the subordinates to achieve their goalsPerformance managementSupervise interaction with other departments & service providersEnsure the internal rules & procedures are admittedOrganizing Quality orientation.Coaching & mentoring.Motivation & inspiration

1. Execute subscriber's service requests (feature activation, itemized bill, etc) according to company policies and procedures.2. Follow up difficult cases and ensure their resolution.3. Handle deposit refund cases.4. Receive, filter and solve customer’s complaints in short time.5. Feedback customers regarding their complaint solution according to company policies and procedures.6. Report to the Back Office Supervisor any alarming complaints and valuable information.7. Comply with company and department policy & processes.8. Follow up the tasks distributed by Back Office Supervisor.9. Provide support to the other CR division requested by line manager.