Mohamed Nabil Email & Phone Number

Cairo, Egypt

*Conducting the review of all triggered alerts based on the pre-defined rules in the fraud detection tool.*Identify fraudulent trends and execute the appropriate action as per the unit process.*Set the daily target of alerts evaluation to be achieved per shift, and all queued alerts to be cleared maintaining no pending alerts by shift and on timely manners.*Follow the proper channel of escalation and ensure that all critical issues are timely reported to guarantee the rapid fix.*Ensure that track records of Fraudulent Case Reports for all cases are properly produced and documented for history keeping.*Effectively action on the fraud trend with regular review of the fraud cases analyzing the trend for better identification.*Adhere to the internal and external Audit / Compliance requirements in the Unit/organization.

Cairo, Egypt

*Perform daily reconciliation of money movement with all external parties of Orange Cash.*Tracking Orange Cash transactions' counts & amounts on daily basis.*Perform investigation for any trend anomalies.*Insure fees calculation and accurate rating of all Orange Cash transactions.*Validate all wallets transactions are correct Vs. ending balance per each wallet.*Reconcile Orange Cash ending balances Vs. bank balances on daily basis.*Validate Orange Cash bill payments & charging volume Vs. billing and charging systems.*Evaluate new Orange Cash services & projects from RA and customer perspective.*Analyze Orange Cash product descriptions and impact analysis for the new products & promotions to identify the risk areas and request the necessary controls to save the company revenue after launch commercially.*Ensure compliance with the company code of conduct and corporate policies.*Perform user acceptance test for the products & promotions before and after launch commercially.*Perform, apply and develop Revenue Assurance controls to ensure that all revenue streams are accurately identified, captured, recorded, billed, invoiced and reported in a timely manner in terms of completeness and accuracy.*Implement a set of dynamic controls that are designed to minimize the risk of potential revenue leakage, customer dissatisfaction and brand protection.*Perform daily usage reconciliation among the network nodes , charging and billing systems and analyze the results to identify the root cause for the potential revenue leakage.*Maintain and enhance the Revenue Assurance processes and control framework to ensure that all revenues are accurately charged, billed, collected and reported.*Perform network & non network platforms integrity reconciliations.*Validate the accuracy of adjustments , subscription and other credit and charges transactions on regular basis.*Prepare Revenue Assurance reports on monthly basis.

Cairo, Egypt

* Acting as a vocal point between NTRA and Orange First Class department to ensure delivering exceptional customer experience.* Coordinate with other concerned departments to ensure timely customers' complaints resolution. * Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.* Apply all the available tools in hand to save the Customers from churning. * Provide appropriate compensation to cases receives as per the company's policies and procedures. * Maintain a high save rate as per the regulations received from the Commercial team. * 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. * Propose solutions to repetitive termination cases. * Escalate problems and provides relevant feedback to the right channels.* Suggest new ideas generated from the work-flow. * Communicate case progression with customers by following the contact intervals process. * Inform the customers when cases are closed through one of the available tools (ex.: Calls, SMSs, VRSs, etc.). * Communicate with other Customer Support sub-divisions to answer all relevant customer inquiries (e.g. Credit, Activation, Marketing etc.). * Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust. * Respect and apply company vision, mission and values. * Fully understand both individual and company objectives, and work on achieving them effectively and efficiently. * Keep up-to-date with all the services and products provided by Orange. * Resolve all customer complaints, requests, termination, MNP, new line activation inquiries within the pre-determined SLAs. * Escalate problems, report suspected fraud and provides relevant feedback to the right channels.

Cairo, Egypt

* Handling requested actions received from the CSRs during applications’ downtime.* Handling all inquiries and requests received via all channels available (web site, fax, e-mail and …etc.) .* Handling all incoming calls on the assist hunt for both consultation & escalation.* Timely Communicate right, accurate and full information to CSRs.* Provides live briefing /sessions to the CSRs either on a new or existing products and services.* Responsible for issuing and sending the Official Proof of Payment Documents for a specific period requested by the customer ,after being stamped by the legal department . * Handling roaming complaints received from our high end customers in coordination with Technology Team “Core Roaming team”. * Responsible for managing and controlling the shift in First Class Department.* Handling new line activation requests received from the shops for our high end customers in specific intervals after FC Back Office working hours .* Responsible for handling requests /complains received from our IB team regarding the availability of our different devices and handsets requested by our high end customer .* Recommend & follow up on intranet updates to ensure the accuracy of information delivered to both internal and external high end customers.* Communicate with other Customer Services sub-divisions to handle all relevant inquiries of both customers and CSRs (e.g. Credit, Customer Support & Activation, Outbound & Save Initiatives…etc.)* Use available methods & tools to develop/improve own skills & information (applications, intranet briefings, attending training….etc..).* Early troubleshoot global problems to facilitate diagnosis and remedy.* Channel customers' suggestions and recommendations to management through different communication channels.* Act as a source of expertise , i.e. transfer knowledge and experience to new members through mentorship exercises.

Cairo, Egypt

* 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