Business Operation Executive
Fawry
Total years of experience :3 years, 1 Months
Providing High customers with a great experience through a proactive, customized, personalized relationship.. To manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue, and minimizing churn.
•Providing guidance in areas of professional matters as requested or needed.
•Supporting collection queue by handling collections inquires and bills explanation.
•Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
•Create reports and open investigations in any suspicious Wallets Activities and now working on enhancing these reports and set them as a bi-weekly and monthly Task
•Creating multiple documents and Knowledge-base that include:
o Channels Services Flows
o Channels Process Explanations
o Channels business and future enhancements
o Channels Front line support Manual
o Payment Complains .
o Operations Enhancements.
o Reporting System for the Imported TRX
•Manage Hot Cases/ Escalations working as necessary with customers, colleagues and Escalation Management
•Efficient case handling within/between the Support Teams, ensuring all objectives are met.
•Traditional First and Second Line Technical Support, understanding Customer needs and providing solution to meet those needs.
•Testing new applications and confirm their functionalities.
•Responsible for handling UAT, new releases and products’ components.
• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution.
• Responsible for assisting in day-to-day operation of the center, including:
• Maintain good customer relations and ensuring that all calls meet Service Experts’ standards
• Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, and in-person (questions may include billing inquires, technician ETA, schedule issues, and general company product and service questions)
• Perform outbound calls to schedule preventative maintenances and tune-ups
• Ensure that customers are contacted in a timely manner to schedule preventative maintenance
• Participate in Advance Traffic Flow Management (ATFM)
• Plan development at the Federal Aviation Administration Air Traffic Control System Command Center (FAA ATCSCC) to identify operational disruptions to Member airlines and to coordinate with Airline Operation control Center (OCC) in developing mitigation strategy for the disruption.
• Assist Member Airlines with priority handling on resource limited flights
• Advocate Members needs and business plan preferences to front line FAA Managers and specialist to provide improved operational results for the Commercial operators;
• Provide timely alerts on operational impacts and disruptions to Member Airlines.
College: • B.A. from Modern Academy Maadi in 2011. Department: Information System. Grade (Fair) School: Sun Rise English school 83%