Muna Ali Email & Phone Number

United Arab Emirates

 Handling customers E2E inquiries, Raising complains, 2nd level escalations for the two projects  Serve as the primary point of contact for assigned customers, providing prompt and professional resolution to customer inquiries. Handle customer complaints in a tactful and efficient manner, escalating issues as necessary. Maintain up-to-date knowledge of company products, services, and policies. Provide feedback to management on areas of improvement for customer service. Assist with training new customer service representatives. Develop and maintain positive relationships with customers. Proactively seek out ways to improve the customer experience. Monitor customer satisfaction levels and take action to improve as needed. Analyse customer data to identify trends and make recommendations. Stay up-to-date on industry changes and news. Participate in customer service team meetings.

United Arab Emirates

 Handling objections professionally Promoting the Union services to customers.  Directing requests and unresolved issues to other colleagues. Dealing efficiently with questions and queries from customers. Processing orders, forms, applications and requests for information. Management and resolve customer complaints Cooperation with other departments to follow up with customer needs Oversee complaints and tickets and follow up the solution till convince the customer and verify proper process

Khartoum

Handled Zain wholesale agreements (voice & data)Monitored Live traffic to make sure that commercial agreement is in place and to control fraud cases,if anyExtracted interconnect report includes forecast, aging, trend, OPEX and CAPEX budgets for Financial Control & Settlement section, from the system and corrective action in case of any variation. Along with follow up with all relevant stakeholders.Conduct billing operations includes generating and reconciling invoices and rates beside coordinating with internal stakeholders (RA, IT) to close bill cycle.Verify records and trends with finance, strategy, and marketing departments. Communicate with operator/partners to confirm balances to proceed with payment process.Mapping, cross checking and resolving disputes, if any.Handing over settlement documents to Finance department to proceed with payments (national and international) while closely following up until payment is completed.Provide excited and ADHOC reports to auditors on quarterly bases.Developing new interconnect system with all stakeholders along with technical team from company beside allocation/ utilization of resources for quality.Managing data invoicing process; contact partner to receive invoice, then request outage status report from network team to proceed with either with payment or settlement.Roaming services payment coordination, extracting reports from the roaming partner portal then confirm with "roaming business" to proceed with settlement or payment.Issuing invoices from SMS (A2P, P2P) partner portal on monthly basis, then exchange invoices with partners and marketing departments to proceed with paymentBuilt relationships internally and externally to progress business growth. Implemented policy, process updates for smooth department operations beside Oversee, and drive improvements for settlement and revenue management processesDeveloped strategies considering key customer requirements and commercial market factors

Khartoum Sudan

 Issuing system & manual invoices for data and voice. Meeting monthly collection targets. Following up the national and international collection (phone, email). Checking and raising disputes & discrepancies beside review and develop dispute mechanisms. Preparing collection forecast report on monthly bases. Control corporate credit limit offers during commercial agreements. Preparing monthly status for carrier. Sending incoming & out going invoices to finance department and make sure C&WS Financial Control are matched perfectly with FS’s. Preparing payment letters for all international payment. Reconciling all data related to discrepancies between systems in excel (Manually), along with analysis for each traffic report. Preparing periodical status Reports for management. Identified and discussed with management opportunities for improvements to procedures and internal controls. Documented interactions in computer database and updated information. Bad debit collection.

Khartoum-Sudan

as Assistant in International Billing and Settelment

Khartoum-Sudan

In all Departments as Fresh Graduated

Khartoum-Sudan

Foreign transfers, SWIFTS for Banking methodology , Exchange ,check rate for currencies every day