Diaa Eldeen Atef Sobeeh

CREDIT SENIOR SPECIALISTFull Time

• Job Details:• Managing the first line defense for company bad debt safeguarding potential losses by analyzing risk factors and plan preventive actions. • Responsible for ensuring that the usage of our Consumer and Enterprise customers is constantly monitored and controlled while offering a superior customer experience. • Prevent, Control and ensure that at all times that defenses against Fraudulent High Usage are in place (including correct staffing, alarming when key control systems are not in place, effective and prompt investigation is conducted... Etc). • Conduct the needed training/ monitoring to the High usage team • Conduct analysis on Incident data to identify new and repeating problem areas to iden-tify action plans. • Assess any new product/ service before implementation to detect the expected risks that might impact the bad debt and come up with the needed enhancements to safe-guard the company bad debt in both consumer and enterprise. • Get involved with the business stakeholders to reach the goal while maintaining risks. PERSONAL ACHIEVEMENTS : • I decreased the operation Cost with 108 K annually by enhancing the workflow module focusing on most risky cases and enhancing customer satisfaction • I created Personalized credit limit to provide our top customers with new experience to help them control their usage effectively • I created Strategy Auto Excel sheet using my advanced knowledge of Excel macros and functions to support the team members take proper action for each case

CUSTOMER CARE TEAM LEADER, OUTSOURCING SPECIALISTFull Time

• Job Details:• Monitor performance implement performance management tools to ensure continuous feedback (one-one performance dialogue on target feedback etc.) • Improve team productivity period over period • Maintain team technical proficiency and productivity and provide technical training where required. • Clear communication for the company/area objective targets ensuring a proper align-ment & full understanding of the team members’ end to end role. • Identify desired resources/skills in a step to achieve department goals. • Balance & monitor the existing workload distribution to match up with the business needs & team capabilities. • Promote cross function training & knowledge sharing between the team members, and provide professional development action plans for team members when needed. PERSONAL ACHIEVEMENTS : • I helped the team and giving them guiding focusing on the own the case and the ad-vanced trouble shooting to get the first rank of the quality among floor teams • I enhanced customer care scripts using formal slang Arabic language when informing our customers about outages which increased the customer satisfaction

CUSTOMER CARE SENIOR REPRESENTATIVE, NIGHT SHIFTFull Time

• Job Details:HANDLING NIGHT SHIFT TASKS High Usage • Manage Consumer and Enterprise high usage accounts and ensure they are being in-vestigated and proper preventive actions are taken according to the high usage strategy patterns with no backlog on a daily basis. • Ensure service level agreements are met and maintained. • Prevent, Control and ensure that at all times that defenses against Fraudulent High Usage are in place (including correct staffing, alarming when key control systems are not in place, effective and prompt investigation is conducted... Etc). Work force • Guarantee effectiveness of skills assignment that achieves the SL targets per interval. • Ensure monitoring the business rules of the queues and report any variation. Premium complain • Handling 100% of customers’ complains Mailbox and Escalations within agreed service level (With Zero wrong transaction) and with Zero negative feedback from customers or Supervisors. Call trend (Call Center analyst) • Collect and summarize customers’ calls reports • Recommend solutions modify and enhance process based on the analysis of customers’ calls. • Perform knowledge transfer to customer care staff To Ensure providing a responsive and friendly Customer Experience. PERSONAL ACHIEVEMENTS : • I decreased 8% of total received calls by enhancing auto renewal module after analyzing the calls activities history • I founded new functions to help my team members to manage the SL effectively • I decreased the average handling time of 12 K calls annually by 90 % by enhancing the data entry call process