Shereef Gaber Email & Phone Number

London, Gb

As an Anti-Fraud Senior Analyst, I am responsible for leading and executing the organization's Anti-Fraud strategy for the Vodafone Cash financial service. Working closely with other departments including customer care, technology, legal, and compliance teams, I ensure a comprehensive approach to fraud prevention and detection.Key Responsibilities:• Develop, implement, and manage the organization's Anti-Fraud strategy and policies to mitigate risks associated with fraud, specifically for the Vodafone Cash financial service• Conduct regular assessments of fraud risks and vulnerabilities related to Vodafone Cash, and recommend and implement appropriate controls• Develop and implement fraud detection and investigation protocols, and manage fraud cases from detection to resolution, focusing on Vodafone Cash• Provide subject matter expertise on Anti-Fraud matters to other departments within the organization• Monitor and analyze internal and external fraud trends affecting Vodafone Cash and recommend appropriate countermeasures• Lead the development and implementation of Anti-Fraud training programs for employees and other relevant stakeholders

London, Gb

• Served as a BSS & RAN senior support engineer in the service management department, providing 2nd line support for Ericsson access nodes.• Handled day-to-day problem resolution for BSS, RAN & Cutover related issues and ensured the smooth and high-quality performance of Ericsson voice access network elements.• Offered technical support to stakeholders working on Ericsson access nodes on a 24/7 on-call basis, including fine-tuning network elements to achieve high performance standards.• Implemented vendor recommendations and performed preventive maintenance for all Ericsson BSS & RAN nodes.• Executed day-to-day network changes for voice service on Ericsson nodes, ensuring the reliability and availability of the network.• Participated in voice access projects implementation, demonstrating strong project management skills and effective collaboration with cross-functional teams.

Shenzhen, Guangdong, Cn

• Provided remote technical support for CDMA and LTE wireless products BSS across 70 countries in the Middle East and Africa region, as a member of the Technical Assistance Center (TAC).• Prepared technical reports for customers, communicating complex technical information in a clear and concise manner.• Demonstrated a commitment to continuous learning and self-improvement by reading technical materials and testing solutions in the lab.• Accessed customer networks remotely to diagnose and troubleshoot issues, and collected information for emergency cases.• Achieved a self-resolution rate of over 80% for CDMA requests, and worked under pressure to handle high volumes of work alone for extended periods of time, while maintaining high performance.• Collaborated on customer support projects, such as resolving technical problems and executing network operations for clients in Lahore, Pakistan and the Egyptian Army Force network.• Completed numerous internal company courses and exams, consistently demonstrating a high level of technical competence.• Shared technical knowledge and best practices with colleagues on the internal platform, and earned recognition for publishing useful technical cases.• Built strong relationships with customers, earning multiple letters of appreciation and receiving no complaints.• Received the title of "The Star of the Year" for the wireless team in 2012.

Shenzhen, Guangdong, Cn

• Served as both a Quality Management Specialist and Customer Care Representative (CCR) in the Technical Assistance Center (TAC) department.• Handled customer service requests through email, hotline, and fax channels, ensuring prompt and effective resolution of issues.• Answered customer calls, addressing their concerns and requirements in a professional and courteous manner.• Conducted service satisfaction surveys to gather feedback and improve customer experience.• Generated daily, bi-daily, weekly, monthly, and yearly reports to track employee performance and progress, and to aid in the handling of customer requests.• Resolved customer complaints and special requests, demonstrating strong problem-solving skills and a commitment to customer satisfaction.