operations manager
Orange - Egypt
Total years of experience :17 years, 4 Months
Reports To: Activation Team Leader
•Department: Customer Operations - Personal Market
Purpose of the Job
Activation of incoming contracts, within established risk & customer service rules and the identification & Reporting of suspected fraud attempts.
Duties and Responsibilities
•Handling the customers and finding the solution that meets their satisfaction.
•Act as the interface with dealers and shops for the connection and scoring process.
•Data entry of all pertinent information such as customers' data, service packages, etc.
•Analyze contracts to approve eligibility of activation or rejection.
•Implement activation rules as per the established processes and procedures.
•Request any additional information deemed reasonable by sound credit and fraud judgment.
•Activate all new lines with high accuracy within the agreed service level.
•Initialize a welcome call upon activation.
•Properly handle and solve the customers' requests through faxes or phone.
•Handle migration and modification requests as well as phone & Sim replacement.
•Perform black list checking upon activation.
From 7-2006 till 2-2007
•Worked as a die cutting designer for Marbach (Marbach Egypt).
This position is responsible for a daily review over dunning system, credit analysis of high exposure accounts, timely reminding of overdue Customers, and also the minimization of the financial exposure to the company, through the recovery of such overdue amounts before they reach collection status.
Duties and Responsibilities:
•Contacts Customers to obtain payment commitments in a professional and customer sensitive way, reducing where possible the risk of credit churn.
•Analyses accounts prior to determining their category, and consequently the type of action as per established procedures.
•Adapts the course of dunning action to the circumstances, recommends alternative means of debt recovery.
•Controls the receipt of payments following promises obtained, or as a daily routine activity.
•Initiates claims paid researches, using payment details obtained from contacts with Customers.
•Takes every opportunity to educate Customers, as well as promoting automatic and trouble-free payment methods (direct debits on bank accounts or credit cards).
•May recommend the immediate referral to legal actions.
•Controls out of pattern spending accounts (OOPS) to minimize risk to the company
•Making sure that all required reports are received from IT to organize daily work.
•Acts as a help point to junior staff.
•Reports major problems to the Team Leader to be resolved.
•Contacts Customers to obtain payment commitments in a professional and customer sensitive way.
Worked as sales marketing in Company for Services & Environmental Development (Arab-care).
Worked as sales marketing in Company of contracting and Lands Investment. (Almarwa Co.).
Department: Sales & Marketing
Purpose of the Job:
Researches and analyses demographics, pricing schedules, market trends, competitor products, and other information relevant to the company's marketing objectives. Uses marketing expertise to help direct strategy and planning for promotional materials, sales tactics, and other department activities. Creates and develops new campaigns, advertising copy, and other marketing materials.
Duties and Responsibilities:
* Conducting market research to find answers about consumer requirements, habits and trends
* Brainstorm and develop ideas for creative marketing campaigns
* Assist in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning etc.)
* Liaise with external vendors to execute promotional events and campaigns
* Collaborate with marketing and other professionals to coordinate brand awareness and marketing efforts
* Plan and execute initiatives to reach the target audience through appropriate channels (social media, e-mail, TV etc.)
* Assist in analyzing marketing data (campaign results, conversion rates, traffic etc.) to help shape future marketing strategies
* Undertake individual tasks of a marketing plan as assigned
From 6-2009 till 12-2016 (Orange Egypt
Reports To: manager, consumer risk.
•Department: Enterprise Credit Risk & Activation.
Purpose of the Job:
Handling all the activation process of all the incoming contracts which are received through all customer interface points.
The activation specialist is responsible to handle and analyze the received Prospects/ contracts details within the pre-established risk standards of the company to maintain company image and maximize revenues.