Reham Hesham

• Manage and monitor the corporate and consumer accounts receivable
portfolio to ensure timely collection of payments.
• Develop and implement effective collection strategies for high-value and
overdue accounts.
• Communicate with clients via phone, email, and in-person meetings to follow
up on outstanding invoices.
• Negotiate payment arrangements and settlements in line with company
policies.
• Collaborate with cross-functional teams including Sales, Finance, Accounts
Receivable (AR), Legal, Support, and Risk Management to resolve client
disputes and collection-related issues efficiently.
• Serve as the primary liaison between Risk Management and the Process
Team, ensuring smooth communication and alignment on operational
priorities.
• Own and manage sensitive reporting and analytical tasks, covering key
performance indicators such as:
◦ Productivity
◦ Quality Assurance
◦ Collection Rate
• Develop and oversee action plans for overdue accounts, ensuring timely
execution and issuing notifications prior to initiating dunning actions.
• Manage the ticketing system SLA, ensuring service requests are addressed
within agreed timelines and quality standards.
• Prepare regular reports on collection performance, outstanding balances, and
risk analysis.
• Ensure compliance with relevant laws, regulations, and company credit
policies.
• Mentor and guide junior collection staff.

• Contact consumers via phone, email, and SMS to follow up on overdue
payments.
• Negotiate repayment terms and settlements in line with company guidelines.
• Record and update customer interactions and payment commitments in the
system accurately.
• Identify and escalate high-risk accounts to the relevant departments.
• Coordinate with the Customer Service team to resolve disputes and billing
issues.
• Prepare daily and weekly reports on collection activities and payment
performance.
• Ensure compliance with debt collection regulations and internal procedures.

• Answer incoming calls and respond to customer requests regarding GSM and
ADSL services.
• Troubleshoot and resolve technical issues related to ADSL connections and
mobile network services.
• Provide accurate information on products, services, and billing inquiries.
• Escalate unresolved issues to the appropriate support teams while ensuring
proper follow-up.
• Record customer interactions, complaints, and technical reports in the system.
• Guide customers through service activation, configuration, and troubleshooting
steps.
• Meet performance targets related to call handling, resolution time, and
customer satisfaction.

• Engage customers to identify their needs and recommend tailored Vodafone
solutions, including mobile devices, internet packages, and accessories.
• Execute in-store sales transactions, activations, renewals, and service
upgrades accurately and efficiently.
• Maintain up-to-date knowledge of Vodafone products, services, promotions,
and competitor offerings.
• Provide after-sales support and resolve customer concerns promptly to ensure
satisfaction and loyalty.
• Contribute to visual merchandising, ensuring product displays meet brand
standards.
• Consistently achieve and exceed monthly sales and performance targets.

• Lead, mentor, and motivate a team of ADSL technical support agents to
achieve performance, quality, and customer satisfaction targets.
• Monitor daily operations, handle escalated technical issues, and ensure
prompt resolution in line with Vodafones service standards.
• Conduct regular coaching sessions, performance reviews, and training to
enhance technical knowledge and soft skills.
• Analyze performance reports to identify trends, challenges, and areas for
improvement.
• Collaborate with cross-functional teams to escalate complex cases and ensure
seamless service delivery.
• Implement process improvements to enhance efficiency, reduce handling time,
and improve first-call resolution rates.
• Ensure compliance with Vodafone policies, procedures, and service level
agreements (SLAs).

• Handle inbound calls to provide information, resolve issues, and process
service requests.
• Assist customers with billing inquiries, account updates, and plan
modifications.
• Troubleshoot basic mobile and network-related problems, escalating complex
cases when necessary.
• Ensure high levels of customer satisfaction through professional
communication and problem-solving.
• Meet and exceed performance KPIs, including average handling time (AHT),
first-call resolution (FCR), and customer satisfaction (CSAT).
• Ensure customer information is consistently recorded and updated in
Vodafones internal systems for service quality and follow-up