Nesma Zakaria

1. Collection team

· Managing account invoices and releasing those invoices on monthly basis, following with vendor to determine estimated payment date and payment methods.

· Handle customer inquiries related to their invoices.

· Following up with different departments to solve customer complains.

2. payback team

· released invoices on time and transfers done from our side to customer registered data (bank, post-office or E-wallet)

· uploaded new customer data on system

· verified customer contract, commercial registration and tax card to be uploaded on system

· updating customer transfer details

· handed AAA accounts

3. bank deposit

· allocate all bank deposit we receive to the correct account

· Guide strategic development.

· Handle corporate invoices, responsible for making the client invoice and following up with the client on the amount in order to be collected.

· Alleging with other departments to save the corporate ride, to provide the proper ride on time for the client.

· Build a professional network with our clients.

· Follow up with clients on their transportation requests or complaints and responsible for solving them.

· Handel client event requests, by following the ride quotation, bus type, and time of the event.

· Following with the sales team new deals to submit the client request on time with all the deal terms by creating the required routes and bus type

· Hold a meeting with quality team members for the strategy we should follow for our ride

· Hold meeting with the emergency team to check the strategy to save our down rides to save them

• Prepaid Call Center representative, handling customer inquiries and complains regarding prepaid dials
• Senior Specialist Assistant prepaid Call Center, assisted agents on hunt regarding customer inquiries, handling angry customers, and training for new orange products and services
• Prepaid training team, training for new induction with orange new products and services
• Postpaid Call Center representative, handling customer inquiries and complains related to their invoices
• Postpaid Complain handling team, handling customer complains related to their dials and solving any complain related to customer invoices and technical complains
• Senior specialist First-class Call center representative, handle all incoming calls related to first calls customer to follow their inquiries, complain. Handling outbound calls for follow-up, Communicating with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and activations, Outbound and save Initiatives, etc.)
• Senior Specialist First Class Assist Team, assist agents regarding customer inquiries, handle angry customers, handle first class customer contact requests for any inquiry
• Specialist First-class back office, handle and solving all customer complains, Applying all the available tools in hand to save the customers from churning, and Resolving all customer complaints, requests, termination, MNP, and new-line activation inquiries.
• Rotation as Team Leader, responsible for monitoring agent logging and stuff time, responsible for shit service level, following up with the team members their KPIs, introducing the KPIs to them and following steps to achieve them, held team meetings to discuss the progress that we achieved as a team, held one to one for the team members to follow with them their weakness and strength points, reporting related to team members KPIs and shift progress.