-Effectively and sensitively interact and communicate with teams involved in the case, managing the expectations of business leaders-Partner with other business units to develop and deliver employee training to maintain fraud and security awareness and minimize incidents.-Ability to navigate ambiguity and get to the root cause of an issue-Analyze user behavior, transaction patterns and industry trends to identify potential risks -Collaborate with cross-functional teams to design and implement effective risk management solutions.-Monitoring & detecting of fraud that may occur on card through investigating the alerts-Perform actions towards highly suspicious cards and block it into referral status.

- Managing full Operation end-to-end- Raising Flag with issues to all our stakeholders. - Managing Productivity, standers, and development of Team.-Ensuring correct processes, proper execution of customer experience.-Reporting, data analytic and modeling.-Assuring high quality of service to all product owners.- Full Audit regarding all our required Reports & PP. - Associated on Monthly invoice and budget.- Monitoring Voices Of Customers from generating surveys . - Suggesting new methods to address customer's needs.-Develop and maintain fraud prevention policies and procedures

- Provide Direct Customer Support through various channels.- Investigate and resolve customer complaints and queries – particularly the escalated ones on the SPOT .- Provide feedback and support to the Customer Care team (Supervisors & TLs )to ensure that all issues are resolved according to Fawry  SLA.- Continuously monitor the performance of the team, and craft tailored development plans for each member.- Oversee day to day performance and workflow, ensuring SLAs and targets are met.- Conduct coaching sessions and 1:1s in an organized manner.- Monitor chats/calls/tickets either live and saved and provide feedback.- Support Process Improvement and contribute to process optimization.- Support team members by answering questions and providing knowledge or solutions to improve customer experience-Monitor adherence and conformance to shifts and schedules for our vendors .

-Applying for COPC standards.-Managing the performance concerning the quality of service offered.-Designing QA processes & using the Process Mapping Methods.- Monitors random calls with a certain quota per agent.- Proof reads online chats to ensure quality, speed and accuracy of information- Monitors the back log and Average speed of response of Admins.- Uses quality monitoring data management system to compile and track performance at team and individual level.-Report on results of quality activities- Conduct monthly meetings with Clients.- Reviews project improvement teams and results.

(Fawry Retail &Microfinance) Account.-Handling inbound & outbound calls according to procedures, guidelines, and schedules set by the organization.-Solve customer’s problems that related to customer complaint, within the call or escalate customer queries and complaints as necessary.-Follow up with them, work to satisfy the customer, and handle his issue in a very professional way and a good attitude.

Fawry Retail account-Handling inbound & outbound calls according to procedures, guidelines, and schedules set by the organization.

-Insert documents data by inputting text based and numerical information from source documents within time limits. -Reviewing data for deficiencies or errors, correcting any incompatibilities, and checking the output-Research and obtain further information for incomplete documents-Apply data program techniques and procedures