Khaled Nour Email & Phone Number

Cairo, Egypt

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
• Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account

Egypt

• Provides technical and operational support to business-to-business (B2B) customers that haveproduct or service agreements with Mastercard as below.-Core Customers in EEMEA (Eastern Europe, Middle East and.
• Responsible for all aspects of operations support for existing customers, including process, businessand technical consultation
• Reviews customer issues logs, proposes initial enhancements and assists in problem resolution,including escalating advanced issues
• Guides customers through training documents may provide alternative solutions
• Accountable for end to end process ownership of client service requests and the coordination of teamsto resolve issues within a service level contract to avoid financial penalties
• Accountable for developing and maintaining customer support guidelines, metrics, tools and practicesthroughout the customer life cycle

Egypt

• Handling all charge back cases in acquiring, issuing and supporting services Call Center operation’s related issues.
• Reviewing the Customers E-wallets and ATM activity to identify any suspected fraud to minimize E commerceexposure.
• Close monitoring of the daily acquirer chargeback incoming reports, cases and raise any identified new cases.
• Investigate each and every case individually with the Vodafone Retails and request any required missing documents.
• Reply to MastreCard with the outcomes of the investigation within the allowed period as per MastreCard regulation.
• Handle surplus cases on bank’s ATMs network.

Egypt

• Ensure all customers complaints are addressed and solved in a timely manner with proper follow up to reach customer satisfaction.
• Alignment of different stakeholders involved in on boarding (CC,Commissions,AML, Fraud,MasterCard,Alex Bank,CIB Bank,Housing Development Bank, Finance…etc.).
• Monitor E-money availability across the different channels.
• Solving all Technical& financial issues and simplyfing it to customers
• Supporting HUBs, TKA and retail daily TRXs achieving their KPI and exceeding best customer experience
• Communicating and educating HUBs, TKA and retail agents about all needed support or missing knowledge

Egypt

Egypt

• Monitoring and evaluation the team members to achieve the monthly and yearly KPIs
• Achieve the needed Success for all SRs and tasks assigned and decrease rejection reason to minimum
• Create an inspiring team environment with an open communication culture and set team goals
• Monitor team performance and report on metrics and Oversee day-to-day operation
• Discover training needs and provide coaching and Recognize high performance and reward accomplishments
• Effectively handle floor duty on schedule and ensure proper and fair distribution of all workload, by SLA avoiding violation, showing flexibility and commitment

Egypt

• Customer Care Advisor In Project Vodafone Egypt 888 Consumer CC, Core & Med
• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
• Bring the customer experience into every decision
• Listen and ask questions to understand our customer needs
• Goes beyond to make the customer feels important and valued
• Act as customer champion

Preparing Master S' Studies At Faculty Of Arts, Sociology

Study Pre-master s' studies at faculty of Arts (Sociology Department), Ain Shams University Cairo, Egypt. Sep 2013

Licentiate‏ Of Arts Sociology Department, Sociology, Good