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.
• 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

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.

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.