Ahmed Nehad Reda

1. Drive and Execution of the commercial strategy and associated activities by leading & directing the customer care team to enhance & maximize the revenue generated from CC channel.
2. Develop and implement the CX strategy that aims to maximize Etisalat revenues & customer lifetime to distinguish Etisalat in the market.
3. Identifying areas for improvement in customer service processes and implementing strategies to enhance the customer experience.
4. Providing training and guidance to sales and customer service teams to ensure they have the skills and knowledge to effectively support commercial clients.
5. Analyzing customer data to identify trends, opportunities, and areas for improvement, and preparing regular reports for management

1. Develop and implement a comprehensive customer experience strategy for the organization, aligned with the company's overall objectives and goals.

2. Define and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of customer experience initiatives.

3. Conduct in-depth customer research and analysis to gain insights into customer needs, preferences, and pain points.
4. Identify opportunities for improving the customer journey and implement strategies to enhance the end-to-end customer experience.

5. Collaborate with various teams, including marketing, sales, product development, and customer support, to ensure consistent and seamless customer experiences across all touchpoints.

6. Lead cross-functional projects to drive customer-centric initiatives, such as implementing new technologies, processes, or systems to enhance customer experience.

7. Develop and deliver training programs to educate employees on delivering exceptional customer experiences and promoting a customer-centric culture.

8. Stay updated on industry trends, best practices, and emerging technologies related to customer experience management.

9. Monitor and respond to customer feedback, reviews, and complaints, and take appropriate actions to address issues and improve customer satisfaction.

1. Develop and implement a comprehensive complaint management framework, including processes, procedures, and systems to handle customer complaints efficiently.

2. Oversee the end-to-end complaint resolution process, ensuring prompt and satisfactory resolution while adhering to regulatory requirements and internal policies.

3. Analyze complaint trends and root causes to identify opportunities for process improvements and minimize recurring issues.

4. Collaborate with cross-functional teams, including customer service, operations, and quality assurance, to address systemic issues and implement corrective actions.

5. Maintain accurate records and documentation of complaint cases, resolutions, and customer interactions.

6. Responsible for collecting and analyzing customer insights, need gabs and customer satisfaction results from all resources to provide insightful, timely and accurate analysis of all aspects of customer service to drive improvement and strategic review.

7. Manage and monitor all cross-functional projects with different departments related to complaints Management's issues.

1. Develop and implement credit management strategies, policies, and procedures to evaluate and assess consumer creditworthiness.

2. Establish credit limits, terms, and conditions based on risk analysis, credit scoring, and historical data.

3. Review credit applications, conduct credit investigations, and make informed decisions on credit approvals or rejections.

4. Monitor credit limits and review credit exposures regularly to identify potential credit risks and take appropriate actions.

5. Monitor collections activities, including phone calls, written correspondence, and payment arrangements, to ensure compliance with regulatory guidelines and internal policies.

6. Prepare and present regular reports on credit and collections performance, including key metrics, trends, and insights.

7. Utilize data analytics and reporting tools to develop actionable strategies to optimize collections efficiency and reduce credit risk.

1. Manage and nurture relationships with key clients, serving as their primary point of contact and trusted advisor.

2. Understand clients' business objectives, challenges, and needs to identify opportunities for upselling, cross-selling, and expanding services.

3. Conduct regular client meetings, business reviews, and strategic account planning sessions to foster strong partnerships.

4. Ensure effective communication and collaboration between clients and internal teams to deliver on client expectations and resolve issues.

5. Understand clients' business objectives, challenges, and needs to identify opportunities for upselling, cross-selling, and expanding services.

1. Proven track record in enterprise credit and collection management
2. Strong understanding of credit risk assessment methodologies, credit scoring models, and regulatory compliance.
3. Comprehensive knowledge of collections strategies, tactics, and best practices for efficient debt recovery.
4. Proficient in developing and implementing credit policies, procedures, and controls tailored to enterprise clients' needs.
5. Demonstrated ability to lead and motivate teams, driving high performance and achieving goals.
6. Excellent analytical skills, with the ability to analyze complex credit data, identify trends, and make data-driven decisions.
7. Effective communicator with exceptional interpersonal and negotiation skills, fostering strong client relationships.

1. Recommend adjustments to credit limits, terms, and conditions based on risk assessment and changing business needs.
2. Proactively identify and address credit-related issues,
delinquencies, and potential defaults.
3. Analyze delinquent accounts, segment portfolios, and prioritize collection efforts based on risk profiles and strategic objectives.
4. Monitor collections activities, including phone calls, written correspondence, and payment arrangements, to ensure compliance with regulatory guidelines and internal policies.
5. Collaborate with cross-functional teams to drive process improvements and implement innovative solutions for collections optimization.

1. Handling CSTs requests, Inquiries & complaints