Senior High Usage Representative - Credit Management
Vodafone
Total years of experience :21 years, 1 Months
Manage Consumer/Corporate accounts ensuring any abnormal usage trend is being investigated and take preventive actions according to the HU \[high usage\] strategy patterns.
Ensure that commercial usage lines, cross boundaries, centrals, VOIP and any other potential fraudulent HU cases are detected and tracked constantly, guiding HU teams in tailoring treatment frames to such cases to properly contain the potential risks.
Evaluate the impact of the new product or service on the bad debt after implementation and recommend the way forward.
Keep a smooth, balanced and uninterrupted performance of the team during crises times through effective communication with concerned parties and ultimate utilization of resources.
Conduct the needed trainings to the HU agents in the overnight shift to ensure the stability and efficiency of all high usage operations 24/7.
Encourage the team to expend additional effort in closing successful and flexible deals with customers in order to increase the amount of money collected.
Continuously evaluate and analyze HU application functionalities and performance, compare it to the changing environment needs and come up with the needed requirements for development, ensuring the proper utilization of technical resources.
Work closely with Fraud, Risk Governance and Technology to analyze, define and implement the requirements of the new Fraud Management System.
Generate needed analysis, evaluate risk factors, employ it to stretch/relax and/or create HU policies wherever possible to fetch the hidden revenue opportunities and to ensure containing potential risks while maintaining and enhancing customer experience.
Past Assignments/Job Roles at Vodafone Egypt:
Job Role: Overnight Senior Customer Operations Representative
Job Role: Consumer Activation Agent- Credit Management
Job Role: SMC \[System Management Center\] Analyst
Job Role: Customer Operations Representative (Inbound).
Handling High Value Customers
Handling NBK \[National Bank of Kuwait\] Credit Cards Department
Act as the connecting link between the Customer Care Unit in NBK and Aramex.
Answer NBK customers' inquiries by clarifying desired information.
Handle NBK customers’ & branches’ complains regarding credit cards’ delivery with sense of urgency to reach the desired levels of customer satisfaction.
Handle all Inquiries and email correspondences received from N.B.K.
Handling 1.KFH \[Kuwait Finance House\], 2.Gulf Bank & 3.MTC-Vodafone
Answer customers' inquiries by clarifying desired information
Handle operational issues regarding their deliveries with sense of urgency to reach the desired levels of customer satisfaction.
Handles customers' phone calls coming into the call center.
solve their problems and fulfill their requirements.
promote and up sell new products and services and educate customers' how to use them while adhering to the company's policies & procedures.
work in shift basis.
work under pressure and adhere to meet the deadlines in tasks.
Responsible of the Branch Sales and Targets via preparing renting cars offers & reservations for the walk-in customers and competing with competitive companies, through strong maneuvering & sales skills.
Admin responsibilities: weekly reports, petty cash & financial works.