Mohamed Habib

• Served as the primary contact for Selling Partners, resolving high volumes of technical, operational, and
system-related cases via Phone, Email, and Chat.
• Delivered real-time guidance on Amazons tools, processes, and standards while multitasking across
platforms to research policies and provide accurate solutions.
• Embodied Amazons Leadership Principles in daily operations, driving ownership, customer obsession, and
continuous improvement.
• Maintained detailed case documentation in compliance with standard operating procedures.
• Took ownership of additional tasks from management, meeting deadlines, identifying efficiency gaps, and
delivering creative solutions including visual content.
• Delivered data-driven insights through detailed case analysis, enabling process improvements and beter
seller experience and improving team efficiency.

• Designed and produced visual content tailored to brand identity and campaign objectives for digital platforms.
• Managed the full content creation process including video editing, motion graphics, and publishing across
social media.

• Directed team operations to align individual strengths with strategic goals, ensuring timely execution and
cross-departmental coordination.
• Acted as a liaison between Finance, Marketing, and Technology to align requirements and ensure operational
continuity.
• Analyzed roaming and international traffic margins to validate profitability and detect revenue leakage.
• Increased monthly revenue by 2.2% (~EGP 2.2M) through data-driven optimization of internet billing unit size
• Delivered a permanent reconciliation tool that resolved a 17M EGP reported revenue gap, and cut future
investigation time for FP&A and Commercial Accounting.
• Reviewed third-party contracts and setlements for accuracy, compliance, and financial integrity.
• Ensured full accuracy and integrity of Orange Money transactions, including e-wallet credits, debits, service
charges, and partner setlements, through end-to-end monitoring.
• Tracked RA KPIs, escalated deviations, and prepared monthly reports with actionable insights.
• Championed Revenue Assurance awareness to embed long-term compliance within corporate culture.

• Implemented monitoring controls to secure revenue across the full lifecycle, ensuring completeness, accuracy,
and platform integrity.
• Validated product and promotion alignment with commercial goals via UAT (User Acceptance Testing) and
post-launch reviews.
• Identified optimization opportunities and proposed revenue-enhancing improvements.
• Reconciled and customized revenue reports to ensure proper classification and accurate booking.
• Analyzed trends and anomalies to maintain data integrity and drive resolution strategies.

Volunteered with delivering career
readiness and personal development programs to youth, supporting their skill-building and job market
preparation.

• Managed shift operations, case distribution, and SLA compliance across rotating schedules.
• Coordinated with internal teams to retain high-value customers and deploy indoor solutions.
• Trained frontliners on accurate troubleshooting and standardized workflows to enhance consistency.
• Contained impact of a major multi-tower outage by implementing an emergency single-ticket protocol,
reducing operational workload by ~70% and preserving communication flow during crisis.
• Delivered workflow and escalation process improvements that cut incoming case volume by 30%, reduced
reopened cases from 10% to 3%, and improved SLA compliance from 69% to 85%.

• Resolved inbound customer inquiries and escalated unresolved issues to second-line support.
• Conducted outbound collections and negotiated payment terms.
• Successfully managed escalated cases as part of the Escalation Team, building customer trust while strictly
following company policies — resulting in a 10% increase in angry customer satisfaction and a 12% reduction
in reopened cases.
• Supported training initiatives by simplifying complex topics and sharing key updates.

• Delivered advanced remote support for Triple Play services, including equipment configuration and
maintenance (ONTs, routers, STBs, IP phones).

• Provided premium service to high-value clients, reducing churn and converting detractors into promoters.
• Mentored new agents on tools, knowledge resources, and effective collaboration.
• Supported operational goals by maintaining SLA targets during peak periods.
• Redesigned SIM activation process using existing resources, boosting new-customer satisfaction from 40% to
90%.

• Moderated career readiness sessions and panels, ensuring smooth flow, active engagement, and networking
to support job market preparation.

• Resolved customer issues and conducted in-depth troubleshooting while upholding brand values—Speed,
Trust, and Simplicity.
• Explained complex billing concerns clearly to improve customer satisfaction.
• Assisted in compiling performance reports to track team progress.
• Generated EGP 20K+ monthly revenue by turning a service call into a sales win.

• Assisted in recording financial transactions, including journal entries, POs, checks, and receipts.