Financial & Operational Auditor
Syriatel Mobile Telecom
Total years of experience :8 years, 9 Months
Scope of work:
• Conducted financial audits which helped increase the fairness, consistency, and conformity of financial information in compliance with international financial reporting standards IFRS.
• Performed operational audits that assessed risks and evaluate internal controls in consistence with auditing standards ISA.
• Determined if operations are functioning effectively which helped improve costs efficiency increased the revenues.
Job Duties and Achievements:
1. Obtained, gathered, analyzed, tested, and evaluated the gathered data and related supportive documents for 150+ operations and calculations.
2. Professionally performed the internal audit tests as per audit charter and in accordance with the approved internal audit program and provided evidential support (or all report observations/recommendations).
3. Applied testing procedures as test of transactions, vouching and adequately tracing supportive documents, and provided evidential support for all findings based on the financial/operational audit plan to ensure compliance with audit assertions.
4. Tested key risks and control indicators identified by the internal audit head and manager.
5. Evaluated internal controls, operation, and management policies/procedures for over than 20 sections to cover identified risks.
6. Fully reviewed and communicated the status of assignments and major observations daily with the internal audit head.
7. Prepared 50+ initial draft reports containing the observations/recommendations resulting from performed internal audit assignments.
8. Prepared working papers and maintained documentation for risk assessment and management processes in addition to audit tests, samples, evidence, and conclusions related to audit assignments.
9. Maintained the confidentiality of all matters arising during the course of the audit finding.
10. Contributed to the continuous improvement of the quality management system.
1. Prepared financial statements and produce budget according to schedule.
2. Participated in financial standards settings.
3. Provided input into department's goal setting process.
5. Directed internal and external audit to ensure compliance.
6. Planed, assigned, and reviewed staff's work.
7. Supported month-end and year-end closing process.
8. Developed and documented business processes and accounting policies to maintain and strengthen internal controls.
9. Communicated effectively with clients.
10. Contributed to a strong client relationship through positive interactions with client personnel
Scope of Work:
Handled bad debt customers' accounts and recovered the debts by negotiating and recapturing the customers with a +110% target achievement each month of both debt amounts and reach out.
Job responsibilities:
1. Negotiated with Syriatel bad debt customers through calls & social media and meeting in Syriatel offices when needed to pay their dues
2. Persuaded bad debt customers to reactivate their disconnected lines after settling their dues.
3. Collected extra Information about bad debt customers using Information resources tools as (billing systems, directories, etc...).
4. Sought for extra professional negotiation with the person who can lead to the bad debt customer through the search process
5. Recorded the new actions related to following up on bad debt recovery on the credit collection management system (CCMS) to ensure updated and accurate database.
6. Implemented a Bad Debt recovery offer and Recommend solution that optimizes the bad debt recovery process.
7. Offered solution & payment facilities, provide bad debt customers with Information about some services related to their lines as Boutique concept and registered customers complaints when needed on the related system to be followed up by Service Desk Unit.
8. Coordinated with credit & collection analysis & Corporate and VIP Units about cases related to VIP bad debt customers.
9. Coordinated with POS unit and Credit & Collection Analysis Section to facilitate customer's request for bill installment and customer's relative request to suspend the bad debt line after getting the needed approvals.
10. Checked Section & Individual objectives on regular basis and effectively participate in achieving them to ensure successful contribution to the company's goals and corporate objectives.
11. Participate in conducting the WT for new team members and promote a culture of knowledge transfer, cooperation and team work.
12. Contribute to the continuous improvement of Quality Management System.
(Career Enrichment Program)
Minimized and controlled + 1 million customers’ credit risk by monitoring and analyzing their online usage in line with credit policy and maintaining customer focus.
Ensured proper and timely handling of supplementary services requests.
Job Duties & Achievements:
1. Reviewed credit limit of customers per GSM on a daily basis and modify it on CCM (Credit Control Module) when required based on credit limit policy before the closure of every billing cycle.
2. Checked and analyzed the daily manual credit data from CCM related to the lines of special customer's categories such as (customers who have roaming service and corporate and VIP customers) to take actions such as (request for advance payment and disconnection of the line) on CCM according to credit limit policy or upon Head of Units, Directors and CEO requests.
3. Defined the credit limit of Corporate & VIP customers' depending on the analysis of their credit histories.
4. Handled customers' requests for international roaming service received from (Point of Service) and Syriatel Departments' or employee’s requests for international, roaming and zone roaming services.
5. Monitored the credit limit of subscribers who have guaranteed supplementary services and informed the guarantors and concerned parties in case the customer exceeded the credit limit defined in supplementary service procedure.
6. Monitored the consumption of lest lines provided by Syriatel to roaming partners on a daily basis and inform MR-International Roaming Section in case of exceeding their credit limit.
7. Checked customers' payment daily report and took necessary action for cases that require manual reconnection.
8. Checked reconciliation reports between (Credit Control Module) and the billing system to ensure CCM data accuracy.
9. Followed up and escalated any delay or problem in generating CCM (Credit Control Module) daily reports with the concerned parties in MIS Department to ensure a prompt solution.
Responded to 150+ customer inquires and complaints through phone calls and online channels in a professional manner and identified & solved all occurring problems while maintaining 100% response rate and best call duration.
Escalated priority issues to ensure a high level of customer satisfaction according to the company's required standards.
Job Duties & Achievements:
1. Responded to customer inquiries and provided customers with information about Syriatel offers services and products through phone calls or Syriatel's Online Channels with excellent quality.
3. Handled Corporate & VIP customers' calls and respond to their inquiries inadequate manner.
4. Handled customers' requests that are received through a phone call, Online Channels or Non-Voice Channels, and Syriatel External emails in a timely and adequate manner.
5. Responded to customer Inquiries related to ISP service troubleshooting, submit the requests related to temporary suspension or termination and professionally change ISP speed.
6. Registered customers' complaints service, inquiries, and suggestions on the related system to be followed by the concerned party.
7. Added/deleted services according to customers' needs within policies.
8. Escalated and reported the complaints that exceeded the defined timeframe or the wrong closed complaints to the concerned parties if the customer recalled the Contact Center.
9. Reported all detected problems from the customers' feedback or system errors to the direct line of authority.
10. promoted Syriatel services to customers in an adequate way.
11. Followed up customer's calls when necessary upon the approval of Contact Center Head of Section.
14. Called back the customers when required for getting further details about their requests.
15. Checked Section & Individual objectives on regular basis and effectively participate in achieving them to ensure successful contribution to the company's goals and corporate objectives.
Achieved best sales rates during each month while also instructing customers on their requests/inquiries in an elegant manner.
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