SAMUEL AGEEB
Customer Care Section Head
Summary
To utilize my technical, operations, marketing skills to automate manual work to provide higher efficiency and provide a professional service to customers by applying my knowledge. working in a challenging and motivating working environment.
Overview
13
13
years of professional experience
Work History
MNP VIP operation supervisor
WE Telecom Egypt Mobile network
01.2017
- Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
- Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Customer Value Management (CVM) Planning & Reporting Team Leader
Vodafone Egypt
01.2014 - 01.2017
- Review proposed customer contact activity to provide on the high-level targeting/eligibility rules, offer prioritization, use of propensity models and channel selection based on knowledge of the customer base and previous outcomes and results
- Raising awareness about campaign measurements impact & its importance
- Providing the business and the stakeholders with optimal, actual, feelings, causes, solutions and ROI analysis to position Vodafone as number one aspiration brand
- Solutions - ways of ending and diminishing problems - Planning for all activities with the suitable time to launch depending on the profit & loss
- Managing outsourcing vendors for campaigning callout's to increase revenues verses cost
- Work closely with the Marketing Managers (CVM, Segment, Sales, Finance, etc.) to document and finalize campaign requirements for setup in the CMS platform as a 'partner' to provide expertise and insight into best practices related to the campaign management process for the Marketing Managers (e.g., use of sampling, QA procedures, standard suppressions)
- Understand how to effectively and efficiently use the core functions of Campaign Management Platform
- Design, Test and run the different campaigns required for CVM, Product Marketing and other Commercial teams on the CMS platform in a timely as desired by the Product owners
- I saved 1.6 Million Egyptian pound in 15-16 from callout channel attributable to some enhancements.
Credit control Senior Specialist
Vodafone Egypt
01.2010 - 01.2014
- Making sure that controls and processes are in place to help support business growth strategy
- Make any process change recommendations
- Credit risk assessment of new and existing customers, and identifying potential issues with risk and/or compliance
- Ensuring all KPIs are met (cash collection, overdue debt, query resolutions days, number of queries, debtor days)
- Ensuring the accurate maintenance of accounts receivable function and help optimize cash flow
- Developing robust query resolution procedures in order to ensure all claims are resolved promptly
- Working proactively on improving and implementing new procedures to help automate processes to allow for a more efficient department.
Team Leader Specialist
Vodafone Egypt
01.2009 - 01.2010
- Coach and develop team members to meet their performance objectives
- Handle escalated calls
- Apply the performance management process and manage attendance to achieve service levels
- Create and review processes to improve the customer experience and increase operational efficiency
- Resolving Complaints in first time and in a way that protects company's reputation, ensures excellent customer experience and balances commercial costs.
Night Shift Team Senior Representative
Vodafone Egypt
01.2006 - 01.2009
- Workforce (handling all received calls and assign it to the skilled staff depending on value segment)
- Handling overnight customers complains
- Monitoring the usage of customers to maintain the risk specially from roamer customers
- Handling internal issues with system with technology
- Complete Call Logs and Reports.
General manager coordinator & CCNA instructor
Cybersoft Training center
01.2004 - 01.2005
- Work with Management team to design and develop training curriculum
- Schedule workshops to accommodate the schedules of various departments
- Coordinate with technology staff to offer supplemental training materials in an online database
- Work with Subject Matter Experts to provide demonstrations as needed
- Maintain a training log to keep track of which trainees completed trainings
- Offer repeat trainings, or one-on-one sessions for trainees who cannot accommodate the training schedule
- Prepare, administer and grade assignments, quizzes and tests
- Provide objective and subjective feedback regarding student performance
- Maintain records of student attendance, grades, lab, and/or homework assignments
- Advise students regarding academic matters to improve successful course completion
- Communicate pro-actively with campus administration regarding student issues
- Ensure campus and college regulations and policies are known and followed
- Maintain a healthy, secure, and safe classroom environment
- Participate in scheduled faculty meetings and in services
- Report Preparation.
Education
Bachelor Degree of Management Information System (MIS) (English Section) -
City Academy
High school - undefined
Maadi Canal language school
Skills
Microsoft office professional user : power point, access, word, visioundefined
Accomplishments
- WE MNP Launch
- Create all requirements for automated application to fulfill all the cycles to get the best efficiency with minimal manual work
- Applying offers for port out customers
- WE Telecom Launch
- Testing all systems to be ready to launch
- Report all issues to be fixed
- Managing all operation teams to be ready on time
- Vodafone CVM Cost Reduction
- Saving 0.6 million monthly during 2015 shrinking scripts and adding some selling words, and applying new criteria to be catch the targeted customers with the same profit.
- Vodafone Risk New Strategy
- Analyze the base to get better strategy to serve business with minimal risk and higher revenue
- Vodafone Frauds Systems
- Communicating syniverse company and set the deal to provide Vodafone with Frauds applications and use to apply all requirements for this deal to save roaming revenues and experience to be able to catch any abnormal behavior on time without any delay, also I created billing system simulation to calculate our customer base usage without using Vodafone billing system
- Vodafone New Risk Application
- Applying new methods, criteria & calculations for risk threshold to save revenues and minimize bad debt to more efficiently, with savings 1 million EGP annually
Timeline
MNP VIP operation supervisor
WE Telecom Egypt Mobile network
01.2017
Customer Value Management (CVM) Planning & Reporting Team Leader
Vodafone Egypt
01.2014 - 01.2017
Credit control Senior Specialist
Vodafone Egypt
01.2010 - 01.2014
Team Leader Specialist
Vodafone Egypt
01.2009 - 01.2010
Night Shift Team Senior Representative
Vodafone Egypt
01.2006 - 01.2009
General manager coordinator & CCNA instructor
Cybersoft Training center
01.2004 - 01.2005
Bachelor Degree of Management Information System (MIS) (English Section) -
City Academy
High school - undefined
Maadi Canal language school
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