Ahmed Zakaria

Orange Egypt

• Revenue Assurance & Fraud Senior ManagerFull Time

  Jun 2024 - Present -1 yr, 1 month

  Egypt

  • Job Details:• Build a high-performing Fraud and Revenue Assurance team by providing coaching, mentoring, and professional development for Senior Supervisors & Senior Analysts. • Create a strong team culture that fosters collaboration and knowledge sharing across the Revenue Assurance function. • Drive strategic initiatives to minimize revenue leakage across all products, services, and customer segments. • Develop and implement comprehensive revenue assurance plans to ensure accurate and timely billing for all revenue streams, directly impacting profit and loss (P&L). • Oversee and analyze E2E reconciliations to identify and resolve discrepancies in billing data from source systems to wholesale and retail billing. • Lead the development, implementation, and optimization of automated processes to improve efficiency and accuracy in revenue assurance activities. • Conduct comprehensive revenue risk analyses to identify and prioritize high-impact areas for improvement. • Deliver insightful reports and analysis to the Top management and the concerned teams, enabling them to understand variances and take corrective actions to optimize P&L. • Collaborate with product owners to implement robust controls for the lead-to-cash process across all revenue streams. • Champion revenue leakage issues by influencing key stakeholders and securing resources to maximize revenue capture. • Develop and execute plans to achieve agreed-upon margin improvement goals, actively monitoring progress and adjusting strategies as needed. • Spearhead process improvement programs to strengthen the company's internal control environment in revenue assurance. • Contribute to the development of new reporting models and metrics to enhance the accuracy, timeliness, and efficiency of revenue, cost, and margin assurance activities. • Tailor the specific responsibilities to the size and complexity of the company's operations. • Highlight the use of data analytics and reporting tools for effective decision-making. • Emphasize the impact of the role on revenue growth and profitability.
• Manager, Telco FraudFull Time

  Nov 2021 - Present -3 yrs, 8 months

  Egypt , Giza

  • Job Details:• Manage Telco-Fraud team and provide coaching and guidance, prepare development plans, follow up on performance and achievements, and prepare performance appraisals. • Interview and select direct reports and validate hiring decisions for the department. • Work on fraud detection and prevention across all segments of Orange Egypt products and services such as Postpaid, Prepaid, Wholesale, ADSL, and Mobile Money. • Initiate/conduct complete investigations in relation to all fraud alarms and other Fraud intelligence such as Subscription fraud, International Revenue Share Fraud, Roaming Fraud, Wholesale Fraud, Prepaid Fraud, Payment Fraud, Internal Fraud, Technical Fraud, and Mobile Money Fraud. • Recognize behavioral changes for both legitimate and fraudulent users. • Forecast fraud; focusing work on where fraud is most likely to occur. • Introduce new Fraud controls when needed. • Provide fraud assessment and recommendations on new products and services. • Maintain a cross-functional approach in terms of fraud prevention and detection • Spread fraud awareness among the company to maintain a fraud control environment. • Participate in internal interrogation when related to fraud behavior.
• Sr. Supervisor, Revenue Assurance, Prepaid , Postpaid, ADSL , Mobile Money, and Loyalty ProgramFull Time

  Dec 2018 - Nov 2021 -2 yrs, 11 months

  Egypt , Giza

  • Job Details:Lead, coach and monitor Revenue Assurance team Setting, implementing & developing controls over different revenue streams (Post-paid, Prepaid, ADSL and Loyalty Program) Participate in identifying, analyzing, validating and quantifying new cross-business revenue risk areas and identify solution alternatives that drive revenue enhancement and/or cost reduction Evaluate periodically the revenue assurance controls and assure their efficiency Apply/enhance the revenue assurance controls in coordination with revenue assurance teams and other stakeholders. Ensure all revenue assurance controls are mapped to the shareholder set of controls. Ensure that the revenue assurance operational KPI's are met and report/escalate any deviation to the upper management. Report the revenue assurance performance dashboard and financial reports to the upper management and the concerned departments. Defining different KPI's to be reported through management Dashboard Maximize the use of RA system (RAID) Assuring CDR completeness, platform integrity and rating accuracy Enforce controls over new products & services Achievements & Tasks: - Billing system upgrade - Prepaid revenue reporting migration from NGCRS to data warehouse - RAID (Revenue Assurance Integrity Driller) System Upgrade - GSM PI (Platform Integrity) control development - Loyalty Program Upgrade
• Lead, Revenue AssuranceFull Time

  Jul 2016 - Dec 2018 -2 yrs, 5 months

  Egypt , Cairo

  • Job Details: Implement a set of dynamic controls that are designed to minimize the risk of potential revenue leakage and the risk of customer dissatisfaction and brand protection.  Ensure the validity of defined rates on rating engines in accordance with commercial offerings to avoid potential over/undercharging.  Ensure the completeness of generated detailed records along network elements till being consolidated completely in final revenue reports.  Ensure the consistency of customer’s details along different data bases to ensure accurate billing for all used products and services.  Apply a set of pre-launch and post-launch activities to ensure the coherence of developed technical solution with the commercial defined specs.  Participate and work on consolidating detected RA incidents in monthly reports and presentations to be shared with internal management and shareholders.  Work on positioning the revenue assurance concepts internally along different departments involved in managing/operating revenue streams.  Achievements & Tasks: - OEG Ringing interval change “Interconnect revenue increase with EGP 20M monthly” - Adjust the granted free international & Roaming minutes to Eagle business profiles (Interconnect cost saving ~ EGP 2.3M) - Recovery of EGP 2M as value of annual stamp tax granted points - Billing system balance movement
• Associate, First Class Back OfficeFull Time

  Apr 2013 - Jun 2016 -3 yrs, 2 months

  Egypt

  • Job Details: Handle all cases transferred from the customers, Interface departments.  Coordinate with other concerned departments to ensure timely customers complaints resolution. -Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.  Apply all the available tools in hand to save the Customers from churning.  Provide appropriate compensation to cases receives as per the company’s policies and procedures.  Maintain a high save rate as per the regulations received from the Commercial team.  Analyze the key issues for churn and addresses them to upper management.  Coordinate with all concerned departments to ensure effective handling for customer’s complaints, termination and porting-out requests.  Propose solutions to repetitive termination cases.  Escalate problems and provides relevant feedback to the right channels.  Suggest new ideas generated from the work-flow.  Inform customers with case progression by following the contact intervals process.  Inform the customers when cases are closed through one of the available tools (ex.: Calls, SMSs, VRSs, etc.).  Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Marketing etc.).  Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.  Respect and apply company vision, mission and values. -Fully understand both individual and company objectives, and work on achieving them effectively and efficiently.  Use available methods and tools to develop own skills. -Keep up-to-date with all the services and products provided by Mobinil.  Resolve all customer complaints, requests, termination, MNP, new line activation inquiries within the pre-determined SLAs.  Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
• Call Center RepresentativeFull Time

  Apr 2012 - Mar 2013 -11 months