Basic Info

Diaa Eldeen Sobeeh

10 years

Giza, Egypt

Master's Degree

Experienced

Work Experience

CREDIT SENIOR SPECIALIST at VODAFONE EGYPT

Experience Details

CREDIT SENIOR SPECIALIST

Customer Service/Support

Experienced (Non-Manager)

• 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


Company Details

VODAFONE EGYPT (multinational)

Cairo, Egypt

N/A

Telecommunications

N/A

Apr 2015 to present (2 years 8 months)
CUSTOMER CARE TEAM LEADER, OUTSOURCING SPECIALIST at VODAFONE EGYPT

Experience Details

CUSTOMER CARE TEAM LEADER, OUTSOURCING SPECIALIST

Customer Service/Support

Manager

• 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


Company Details

VODAFONE EGYPT (multinational)

Egypt

N/A

Telecommunications

N/A

Apr 2014 to Mar 2015 (11 months)
CUSTOMER CARE SENIOR REPRESENTATIVE, NIGHT SHIFT at VODAFONE EGYPT

Experience Details

CUSTOMER CARE SENIOR REPRESENTATIVE, NIGHT SHIFT

Customer Service/Support

Experienced (Non-Manager)

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


Company Details

VODAFONE EGYPT (multinational)

Cairo, Egypt

N/A

Telecommunications, Consumer Services , Business Services - Other

N/A

Nov 2009 to Mar 2014 (4 years 4 months)
CUSTOMER CARE REPRESENTATIVE HIGH VALUE, at VODAFONE EGYPT

Experience Details

CUSTOMER CARE REPRESENTATIVE HIGH VALUE,

Customer Service/Support

Experienced (Non-Manager)

 To ensure resolving 100% of the received customer cases, answering customer
inquiry and/or fulfilling his/her request at the first contact
 (Follow up is applied on all open cases and assigned SR’s).
 Applying all professional ways and providing different alternatives to satisfy
customer, and own the fix in case of cross functional issues with
 To Ensure providing a responsive and friendly Customer Experience.
 To Ensure applying accurate and relevant transactions on systems and
applications in all received contacts.
 To Ensure implementing VBP proactive and reactive packages appropriately as
an effective tool to protect our top High value customers


Company Details

VODAFONE EGYPT (multinational)

Egypt

N/A

Telecommunications

N/A

Nov 2006 to Oct 2009 (2 years 11 months)
ACCOUNTANT at CATH LAP CENTER

Experience Details

ACCOUNTANT

Accounting/Finance

Experienced (Non-Manager)

 Maintain and balances subsidiary accounts by verifying, allocating, posting,
reconciling transactions; resolving discrepancies.
 Maintain general ledger by transferring subsidiary accounts; preparing a trial
balance; reconciling entries.
 Summarize financial status by collecting information; preparing balance sheet,
profit and loss, and other statements.
 Produce payroll by initiating computer processing; printing checks, verifying
finished external audit by analyzing and scheduling general ledger accounts;
providing information for auditors.
 Avoid legal challenges by complying with legal requirements.
 Secure financial information by completing database backups.
 Protect organization's value by keeping information confidential.
 Closing out the procurement advance and be sure from the validation of
invoice and it is approved by the administration.
 Review lists of wages and salaries and be sure that its right before the
exchange.
 Preparing daily records for all types of accounts.
 Entering the daily records on computer program.
 Preparing the annual, half-yearly and quarterly financial reports.
 Preparing the final accounts and financial statements of the company


Company Details

CATH LAP CENTER

Egypt

N/A

Healthcare and Medical Services

N/A

Nov 2005 to Oct 2006 (11 months)
SALES REPRESENTATIVE at HOLIDAY HOME HOTEL

Experience Details

SALES REPRESENTATIVE

Sales/Retail

Entry Level

• Prepare and contact the contact list of Tourism, Sports unions and multinational com-panies to set appointment for meetings
• Visit the interested firms to offer our services
• Do the agreements representing the hotel
• Follow with the companies to get their feedback and be sure of their satisfaction


Company Details

HOLIDAY HOME HOTEL

Cairo, Egypt

N/A

Travel and Tourism

N/A

Jan 2004 to Oct 2005 (1 year 9 months)
FOUNDER at 2 SPEED FOR PRINTING SERVICES

Experience Details

FOUNDER

Sales/Retail

Senior Management (e.g. VP, CEO)

N/A


Company Details

2 SPEED FOR PRINTING SERVICES

Cairo, Egypt

N/A

Marketing and Advertising

N/A

May 2003 to Dec 2004 (1 year 7 months)

Education

MBA in Global Management

Education Details

MBA

Global Management

Paris ESLSCA Business School, Egypt

A / Excellent / 85 -100%

N/A

N/A

Paris ESLSCA Business School
2014 - 2016
BA in Accounting

Education Details

BA

Accounting

Faculty of Commerce, Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Commerce, Ain Shams University
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

matareya second school

Egypt

2001

A / Excellent / 85 -100%

N/A

matareya second school
2001
This profile is not updated!
Last update more than 2 months ago.

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Profile Skills and Keywords

ACCOUNTANTAccountingAdvanced In Excel Equations And MacrosAnalysisAnalyticalArabicBusiness DevelopmentBusiness Services - OtherCREDIT SENIOR SPECIALISTCUSTOMER CARE REPRESENTATIVE HIGH VALUE,CUSTOMER CARE SENIOR REPRESENTATIVE, NIGHT SHIFTCUSTOMER CARE TEAM LEADER, OUTSOURCING SPECIALISTConsumer ServicesCredit AuditCustomer CareCustomer ServiceCustomer-orientedEnglishFOUNDERFinanceGlobal ManagementHealthcare And Medical ServicesInnovativeInsuranceLeaderMBAManagementMarketing And AdvertisingMicrosoft OfficeReadResearch For BusinessRetailSALES REPRESENTATIVESAP Software SolutionsSalesSupportSupportiveTelecommunicationsTravel And TourismVODAFONE EGYPT

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Advanced in Excel equations and macros

Advanced in Excel equations and macros

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

SAP Software Solutions

SAP Software Solutions

: Little knowledge

: Little

:

1-3 years

Fields of Expertise

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

More than 7 years

credit audit

credit audit

: Advanced

: Extreme - I love it!

:

1-3 years

Management

Management

: Advanced

: Extreme - I love it!

:

1-3 years

Accounting

Accounting

: Intermediate

: Medium

:

1-3 years

Key Skills

Analytical, Leader, Customer-oriented, Innovative, Supportive

Online Presence

https://www.linkedin.com/in/diaa-sobeeh-mba-41358687/https://www.facebook.com/diaasobeeh

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