Basic Info

Ahmed Mahrous

9 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Lead, Commercial Accounting at Orange

Experience Details

Lead, Commercial Accounting

Accounting/Finance

Experienced (Non-Manager)

- Responsible for day to day operation of Roaming and Interconnect revenues.
- Responsible for performing interconnect reconciliations with other operators (Vodafone - Etisalat and Telecom Egypt).
- Responsible for recording receivable and payable invoices on AR and AP module.
- Responsible for preparing the issued invoices to the other operators.
- Responsible for performing the Accrued Revenue and Expense calculation on monthly basis.
- Responsible for reviewing the financial transactions and Ageing of (Receivables, Payables and Collections).
- Responsible for reviewing the discount calculations on P/L on monthly basis.
- Responsible for following up the escalated issues of collection and day to day issues of roaming partners with the Financial Clearing House.
- Participating in roaming new products & services kick off meetings based on business requirements.
- Drafting accounting treatment based on IFRS post understanding of new service description and scope in order to guarantee maximum benefits of revenue recognition.
- Responsible for Collaborating with internal / external auditors in conducting various statutory audits to ensure compliance to accounting principles and standards.
- Responsible for maintaining updated documentation of various financial transactions and process in compliance to IFRS requirements.


Company Details

Orange (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2015 to present (2 years)
Call Center Support Senior Specialist at Orange

Experience Details

Call Center Support Senior Specialist

Customer Service/Support

Experienced (Non-Manager)

- Providing best possible service to both external and internal customer to achieve highest level of customer satisfaction.
- Communicating with other customer service sub-divisions to answer all relevant customers inquires such as Credit, Customer relation, outbound and save team.
- Achieving the requested staffed time on a daily basis to minimize lost call rate.
- Providing proper information to customers with complete and comprehensive understanding of Orange product and services and policies and procedures.
- Fully understanding and adhering to company policies and procedures that generate professional credibility and trust.
- Fully understanding of both individual and company objective to achieve them effectively and efficiently.
- Respecting and applying company vision and values.
- Using the available methods and tools to develop own skills and information like applications, intranet, briefing, attending training Etc.
- Resolving customer complaints in time and treats them as business opportunities to ensure continuous improvement and development.
- Escalating problem and providing relevant feedback to the right channels.
- Communicate & report to the team leaders on all operational issues.
- Design and develop Training materials for call center and new comers.


Company Details

Orange (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Mar 2011 to Oct 2015 (4 years 7 months)
Call Center Team Leader (Rotation) at Orange

Experience Details

Call Center Team Leader (Rotation)

Customer Service/Support

Experienced (Non-Manager)

- Manage an average team of 20 agents.
- Ensure proper handling for all incoming/outgoing and blending calls of the Call Center.
- Perform daily regular follow up on Reps’ punctuality and performance (staff time, adherence. ACW “after call work”, AHT” average handling time” and attendance) in order to increase the Call Center productivity and decrease the lost call rate.
- Hold regular meetings with my team members in order to strengthen their communications and ensure that same objectives are shared among all of them.
- Prepare and review my team members overtime sheets on a monthly basis.
- Assure accurate information, handling and actions from Reps within the calls to maintain high levels of customer satisfaction and minimize the amount of compensation paid to the customer who will affect the company revenue and cost.
- Log in during the shift to maintain continuous active contact with customers and keep deep involvement in the operations, also to help in minimizing the LCR “lost call rate” and maximizing the SLA “service level agreement”
- Follow-up on the complaints resolution service level with the concerned departments in order to ensure resolution in an appropriate time as to fulfill promises with the customer.
- Handling escalated calls from angry customers when requested to talk to a higher level by using the proper escalation to enhance customer experience.
- Monitor and evaluate my team quality in order to develop it and confirm that it is according to the quality standards in order to develop the team.


Company Details

Orange (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

May 2013 to Dec 2013 (7 months)
Call Center Representative at Orange

Experience Details

Call Center Representative

Customer Service/Support

Entry Level

- Handling High Value Customers
- Handling all incoming calls to the call center.
- Providing best possible service to both external and internal customer to achieve highest level of customer satisfaction.
- Communicating with other customer service sub-divisions to answer all relevant customers inquires such as Credit, Customer relation, out bound and save team.
- Achieving the requested staffed time on a daily basis to minimize lost call rate.
- Resolving customer complaints in time and treats them as business opportunities to ensure continuous improvement and development.
- Escalating problem and providing relevant feedback to the right channels.
- Providing proper information to customers with complete and comprehensive understanding of Orange product and services and policies and procedures.


Company Details

Orange (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2007 to Mar 2011 (3 years 5 months)

Education

B.A. "Accounting" Business & Economics (English Department). in Accounting

Education Details

B.A. "Accounting" Business & Economics (English Department).

Accounting

Misr University for s & Technology (M.U.S.T), Egypt

B / Very Good / 75 - 85%

N/A

N/A

Misr University for s & Technology (M.U.S.T)
2003 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Manar Islamic Language School (M.I.L.S)

Egypt

2003

B / Very Good / 75 - 85%

N/A

El Manar Islamic Language School (M.I.L.S)
2003

Training and Courses

Training/Course Details

Customer Service Academy

Feb 2014

Mobinil

N/A

This profile is fresh!
Last update 2 days ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAdaptiveAnalyticalArabicCall Center RepresentativeCall Center Support Senior SpecialistCall Center Team Leader (Rotation)CommunicatorCustomer ServiceCustomer Service AcademyEnglishFinanceFlexibleHard WorkerInsuranceLead, Commercial AccountingLearningMicrosoft OfficeOracleOrangeProblem SolverReadingSupportTelecommunicationsTraveling

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

5-7 years

Oracle

Oracle

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer service

Customer service

: Expert

: High

:

5-7 years

Accounting

Accounting

: Advanced

: High

:

1-3 years

Key Skills

Analytical, Communicator, Hard worker, Problem Solver, Flexible / Adaptive

Online Presence

https://www.linkedin.com/in/ahmed-mahrous-45466b119/ https://www.facebook.com/Mahroooo

Ahmed is looking for new exciting career opportunities… Please share…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Ahmed 's full profile and find more great talent and professionals to join your team.