Sally Youssef

Supervisor, Commercial Regulatory Affairs

• Job Details:Represent Orange Egypt in front of governmental authorities for all Orange Cash staff & commercial regulatory issues. Supervising and handling promos & new projects & services’ launch related to wallet inside the company. Assist in preparation and formulation of new licenses, amendments and interconnection agreements. Assure Orange rights and obligations as stated in telecom law, interconnection agreements and licenses terms and conditions. Handling commercial misbehavior and tariffs/promotions violations with the regulator and the concerned entities. Responsible for interfacing between Orange Egypt and its subsidiaries cash & commercial teams from one side and the regulator team to all issues related to wallet & commercial offers, tariffs & promotions and ensure all related approvals from the different entities are obtained on time including voice, data, and value-added services. Update top management in regulatory department with issues/proposals raised by the regulator representatives.

Associate CRM Quality Assurance & Monitoring

• Job Details:Handling all the monitoring activities for all the operations handled by the inbound/outbound call center & back office different teams. Handle the measuring and reporting on pre-defined quality standards of the company to maintain quality of services on agent/program levels. Perform regular monitoring and testing for the products guide, CC IVRs and scripts to ensure that information availed at all customer touch-points to be up-to-date. Initiate requests to develop and update scripts communicated to customers. Resolve escalations from CC operation regarding any specific complaint. Define and report on areas of concern/gaps that might impact customer experience and follow-up on implementation. Escalate problems, report suspected fraud and provide relevant feedback to the right channels. Perform internal/external mystery calls on different products/services upon request & highlight any recommendation to enhance quality of handling. Monitoring newly marketing launched projects and providing the CC commercial project/CRM process with related feedback.

Personal Call Center Support (Postpaid Assist Team)