Sameh Hamouda Email & Phone Number

Riyadh, Sa

Lead achievement of recovery targets to contribute to mobily’s financial performance & ensure that all risks are identified assessed /reported & appropriate actions are recommended for protecting company interest. Ensure compliance with established policies, procedures and internal controls to protect the company.Lead the development of the Business /Consumer Credit control’s short &LONG term strategy for both segments and guide the direct reports towards the achievement of their strategic goals through accomplishing their responsibilities.Manage an independent Credit RISK management unit serving Business /Consumer segments to design policies &processes on-going customer Mangt. &monitoring them on an on-going bases Establish an approach to have distinctive advantages of E2E life-cycle picture, balanced view on Consumer & business account behavior.Set the Credit’s goals/objectives for Business&Consumer Credit in coordination with Finance associated CxOs &ensure the cascading of the same to the reporting departments& guide their achievement.Manage operations performance in coordination with Command Center to ensure quality&knowledge standards are implemented to improve CEX.Coordinate with IT the implementation of required Credit control systems&tools in coordination with Operations Assurance team. Define the technology requirements needed to support Credit activities & following international standards to enable optimal performanceImplement overall quality standards for Credit delivered service to enhance Customer satisfaction &increase performance &drive quality standards programs providing expertise &coaching for Credit teams.Direct the best practice for CEX balancing RISK & leading the process of harmonizing the risk assessments with Customer Value Margin.Coordinate&resolve with the Legal government relation dept. regarding Customer Care’s risk issues influencing bad debts.Establish, develop&Own postpaid Credit processes in terms of E2E and gap analysis.

Riyadh, Sa

Manage Credit ,Welcome call and High usage functionsOwn collection target within organization including new target calculation practices Introduce and execute the function yearly plan which incorporates goals and objectives that work towards the strategic direction of theOversee the efficient and effective day-to-day Credit & Collection operational planAct figure head for Customer Care/Credit and Collection polices regarding strategies within the organization Own credit initiatives at CEX providing maximum customer satisfaction whilst reducing churn and bad debtAct as customer care focal point for Direct Sales and Marketing plans affecting bad debtsActed as voice of Credit and Collection function regarding policy agreementsAnalyzed and reported quality of acquisition to ensure proper charge back and gap closeRe-engineered all relevant Credit Fraud management System alarmsRevisited all quality processes balancing risk control and customer satisfactionIdentified and analyzed the issues that impair an excellent Customer Experience as it relates to credit and collection and general business success, as well as develop options and recommendations for processes change or improvement.Contributed and managed the analysis, specification, sign-off, and testing phases of process Initiatives that require relevant systems changesControl hit and run conceptRevisit all quality processes balancing risk control and customer satisfactionContribute in enchaining early stage collectionVoice credit and collection concerns & ensure covering it in Mobily Consumer & Business policies Control Roaming activities riskAct as focal point for all new products and promotionsMonitor and implement synchronization between credit & collection policy and systemOwn all post-paid credit processes in terms of end to end and gap analysisRepresent credit and collection function by owning communication and awareness among organization

Riyadh, Sa

Responsible for the efficient day-to-day supervision & control over corporate and consumer analyses’ performance, High Usage function control, dunning system, all credit department operations in order to minimize the company bad debts, recover overdue amounts before they reach collection status. Ensure quality of services is provided to customers to their satisfaction & minimizing any expected revenue losses.Contributed to launching of the Credit & Collection division within the Risk Management department.Act as the focal point for Mobily regarding all Risk Management related issues.Signed the new Saudi Credit Bearu agreement with Mobily, as a step of its usage within Mobily processesManaging and responsible for evaluating, motivating, coaching and developing 30+ agents in two regions (Jeddah& Dammam) and assuring a high quality performance according to the international standards in the telecommunication industry. Ensure effective & proper handling in a timely manner to all the collection tasks received.Acts as a self starter and action taker to achieve present goalsImproves and enhance communication skills within the team as well as enhancing team’s leadership & agents' skills & duties to be completed with high efficiency with respect to company’s performance standards & performance agreements of customer serviceMonitors achievement of the Team quantity &overall performance and updates evaluation forms as well as the performance appraisalsTake responsibility for identifying problems or changes that affect the collection area targets.Share with Marketing to put the collection policy as well as all related processes.Reviews & retunes the credit polices &procedures to the new market trends.Ensure consistent application of operating policies and procedures among team members & periodic modifications needed to accommodate business needs.Adapts the course of dunning action to the circumstances, recommends alternative means of debt recovery

Issy-Les-Moulineaux, Île-De-France, Fr

Receiving, verifying & processing contracts that have been done by the Regional Corporate Sales Executives then delivering these contracts to activation at the end of the working day.Getting out an operational report including sales achieved for the past day in details, this report delivered to the database team with a copy of the contracts to be entered in corporate sales database. Receiving all the migration request form the Regional Corporate Sales Executives & verifying them and writing the BSCS code over each request and then delivering them to corporate customer care day by day Solving the entire problem concerning Regional contracts {SME, Large & Key Accounts} that can delay the process of activationMeeting clients on behalf of the Corp. Sales team due to their unavailability in the office at times.Working with our data base team in order to get accurate results of what have been activated on the BSCS and what have been entered the corporate sales database upon my operational report of the daily sales.Representing the corporate sales ideas & problems to the other departments in the company (credit & costumer care and finance departments)Assisting in revising the corporate interdepartmental policies & processes to get the optimal efficient work flow

Issy-Les-Moulineaux, Île-De-France, Fr

Excellent performance led to promotion and acceptance into loyalty and customer retention team (Hothouse).Achieved a high score in an assessment center (a test determining the presentation skills, creativity talents and customer tolerance abilities) which led to nomination into the loyalty and customer retention team.Achieved a 98% evaluation ranking based on meridian reports in serving all customers within the factors of Average handling time, hold and not readyResponsible for handling all incoming calls to the call center & providing the best service to customers in order to achieve highest level of customer SatisfactionUp selling MobiNil products & new servicesCommunicates with other Customer Care sub-departments to answer all relevant customer inquiries Achieves the requested Staffed Time on a daily basis to minimize Lost Call RateA complete understanding of MobiNil Products & Services to provide proper information to customers Resolves customer complaints in timeSuggested products and services innovations to the marketing and sales department based on one-on-one customer findings and research through customer servicing that increased the development and profitability of the marketing plans.

Issy-Les-Moulineaux, Île-De-France, Fr

• Receiving, verifying & processing contracts that have been done by the Regional Corporate Sales Executives then delivering these contracts to activation at the end of the working day.• Getting out an operational report including sales achieved for the past day in details, this report delivered to the database team with a copy of the contracts to be entered in corporate sales database.• Receiving all the migration request form the Regional Corporate Sales Executives & verifying them and writing the BSCS code over each request and then delivering them to corporate customer care day by day • Solving the entire problem concerning Regional contracts {SME, Large & Key Accounts} that can delay the process of activation• Meeting clients on behalf of the Corp. Sales team due to their unavailability in the office at times.• Working with our data base team in order to get accurate results of what have been activated on the BSCS and what have been entered the corporate sales database upon my operational report of the daily sales.• Representing the corporate sales ideas & problems to the other departments in the company (credit & costumer care and finance departments)• Assisting in revising the corporate interdepartmental policies & processes to get the optimal efficient work flow

Bachelor'S Degree, Computer Science & Management Technology

High School, French Studies