Customer care Team leader (collections division)
Orange Jordan
مجموع سنوات الخبرة :23 years, 3 أشهر
• Driving the development of high performance and superior customer service.
• Managing and steering the collection process and activities within the collection teams in terms of quality, costs and performance.
• Creating new payments channels to simplify the customer journey.
• Modifying the current payments channels to match with customers’ requirements.
• Increasing collections and decreasing the cost.
• Implementing Dynamic Voice Of Customers among collection agents.
• Securing payments uploading within defined schedule.
• Renewing contracts for the external payments channels providers.
• Applying effective and appropriate settlements with customers .
• Working closely with IT department to implement payments on the customers profiles .
• Creating polices, processes and work instructions.
• Recruiting, mentoring and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Developing/training, coaching, motivating, retaining and evaluating qualified staff.
• Adhere to and manage the approved budget.
Achievements
• eFAWATEERcom project : creating new e-channel to enable Orange customers to inquire and pay their invoices through their online banking
• Qiwi project: enable kiosk payments machines inside and outside Orange shops allow the customers to pay and inquire their invoices .
• Orange online payments project : to enable customers to inquire and pay their bills through Orange website by using their credit cards.
• Develop and implement risk policies and procedures
• Creating effective credit controlling action plan to increase the company profit with minimum loss, and to decrease the bad debit percentage .
• Applying fraud detection systems to block fraud cases and to safe the company money
• Creating scoring system which created auto customers segmentation based on the customers score card value . this helps the company to define the best portfolios per customer usage .
• Applying the correct and effective tools to do the daily operations which helps in reducing the time in credit controlling minimal errors.
• Doing periodical analyses for the ageing reports, portfolio performance reports to do the next step plan .
• Implementing auto solutions to minimize the cost and increase the efficiency .
• Crating black list table to protect the company from fraud cases.
• Ensuring service levels are satisfied by leading floor management and workflow
• Performing quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Conducting group training sessions on financial products and services.
• Developing sales techniques of each risk agent to drive revenue growth.
• Reviewing and solved customers complaints.
Achievements
• ACDM project : Automation of credit limit and dunning monitoring solution.
• NRTRD project : Near Real Time for Roaming and Data consumptions.
• Scoring system project : profiling customers segmentations depending on positive and negative score metrics .
• Reducing bills printing and distribution cost and increasing the bills delivery percentage
• Decreasing the bills distributions complaints.
• Updating the customers geographical address.
• Checking the sanity of the bills calculations, customer details, company messages before printing.
• Updating and upgrading bills layout.
• Creating creation tool which reduce the customers waiting time and the cost of creation process.
• Participating in Billing system integration and development workshops .
Achievements
• e-Bills project : replacing printable invoices with electronic bills set to the customers by email.
• Smart Creation tool : this tool enable front liners to create the new lines with highest level of sanity check and its linked with the black list tools .
• Contract printing project : attaching electronic contract page layout to be filled automatically and printed immediately after creating the customers lines
• Driving the development of high performance and superior customer service.
• Develop and implement customer service policies and procedures
• Creating team supports client programs, service and products effectively.
• Developing/training, coaching, motivating, retaining and evaluating qualified staff.
• Ensuring service levels are satisfied by leading floor management and workflow distribution.
• Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
• Direct call center operations as a liaison between clients, supervisors, and call center employees.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
• Performing quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Conducting group training sessions on financial products and services.
• Developing sales techniques of each customer service representative to drive revenue growth.
• Reviewing call center statistics to measure staff performance and the need for improvement
• Monitoring interaction between staff and callers to ensure quality assurance standards
• Reviewing and solved customers complaints.