Revenue assurance and fraud management professional with varied and unique background in finance and technology combined with a 20 years of experience in the field of telecommunication and online payment processing in specific to Fraud management, Revenue Assurance, Credit & Collections
Broad strategic and operational management skills joint international multicultural experience gained through moving across several operations and industries nationally and internationally field of revenue assurance, fraud management, finance and technology.
Structure the Risk Management function within the customer care department to support the operations growth phase.
Organizes the division to be the most effective and when implementing changes to benefit customers while maintaining business Interests.
Managing all operational activities for the consumer risk management under customer care department including: Credit & collection, Fraud Management and Activation.
Serves as the single point of customer contact for all customer billing and collection activities.
Managing all classes of customers including individual consumer, Commercial & corporate in the areas of customer billing, complain handling and collections.
Define and implement the corporate and the consumer credit and collection treatment across the customer life cycle. Setting and achieving the departmental KPI's while maintaining customer satisfaction and customer touch point.
Develop and implement plans to meet business objectives and strategic goals in alignment with the company overall strategy.
Develop and implement procedures, processes, and controls to improve the department quality and efficiency.
Manage key relationships between customer care and other departments within the organization.
Report departmental performance indicators to Executives.
Support, motivate, and inspire staff creating healthy work environment.
Joined Etisalat Misr as a Senior Manager managing the risk consumer risk management function within Customer Service Department including Fraud, Credit, Collections and Activation for both the individual and the corporate market segments directly reporting to the Customer Care Director responsible for all of the operational activities of the risk management teams within Etisalat providing direction, setting targets, goals as well as reporting.