Basic Info

Mahmoud rashad

10 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Enterprise Activation Sr. Specialist. at Mobinil

Experience Details

Enterprise Activation Sr. Specialist.

Customer Service/Support

Experienced (Non-Manager)

Purpose of the Job:
Handling all the activation process of all the incoming contracts which are received through all customer interface points.

The activation sr.specialist is responsible to handle and analyze the received Prospects/ contracts details within the pre-established risk standards of the company to maintain company image and maximize revenues.

Duties and Responsibilities:
• Activate all the received cases within the pre-determined SLA.
• Apply risk/fraud prevention controls by applying black list checking over the customer’s data before activating new contracts.
• Analyze the rejected Prospects to decide whether to activate or reject the activation request based on the Customer History and /Or the submitted documents.
• Coordinate with credit to minimize risk before activation or migration.
• Analyze all customers’ requests starting from eligible products and services, submitted data and ability to pay documents to take the decision whether to activate or reject the requests.
• Managing the bulk activation process through validating the data received, formatting the file to be uploaded on the mass action tools and communicating with technology, following up on the execution of the requests.
• Working as a first line support for Authorized Agent providing the needed info in addition to handling activation and migration complains.
• Adjust customer’s balances whenever a restructuring for the customer’s account is requested after doing the needed calculations.
• Validate tax exemptions with Finance and implement it on the billing system.
• Manage non- Registered payments disputes and posting the amount paid to the billing system once the transaction is validated.
• Analyze Prospects to check eligibility of activation or rejection.
• Implement activation/Account modification working instructions as per established processes & procedures.
• Process all activation and migration request received via Corporate sales , Shops, Authorized Agents & Franchise.
• Conduct accuracy and quality checks for activation reps daily actions.
• Proposes solutions to repetitive issues to the higher management.


Company Details

Mobinil (multinational)

Giza, Egypt

More then 1000 employees

Telecommunications

N/A

Jun 2009 to present (8 years 4 months)
Public relation assistant manager at Spearink

Experience Details

Public relation assistant manager

Marketing/PR/Advertising

Experienced (Non-Manager)

• Responsible for managing a public relations department along with its staff.
• Directs publicity programs and campaigns,
• improves public image of company,and clarifies company's point of view on
important issues.
• Primary responsibilities
• Manage public relations department.
• Recruit, hire, train, and manage PR specialists.
• Evaluate and implement sales promotion programs.
• Develop PR strategies, campaigns, and initiatives to improve pubic perception
of company.
• Improve management and employee relations.
• Prepare and publish newsletters and other company literature. officials and
media


Company Details

Spearink

Cairo, Egypt

11-50 employees

Environmental Services

N/A

Dec 2016 to Jul 2017 (7 months)
DATA COMPLAINT HANDLING ROTATOR at Mobinil

Experience Details

DATA COMPLAINT HANDLING ROTATOR

Installation/Maintenance/Repair

Entry Level

Purpose of the Job:

HANDLING & SOLVING ALL CUSTOMERS’ TECHNICAL COMPLAINTS RELATED TO THE 3G,DATA AND HANDSET PROBLEMS, WITH THE AIM OF PROVIDING A HIGH STANDARD OF RESOLUTION FOR CUSTOMERS’WITHIN THE AGREED ON SERVICE LEVEL.
Duties and Responsibilities:
 PROPERLY HANDLE & SOLVE CUSTOMERS’ TECHNICAL COMPLAINTS RELATED TO 3G,DATA & HANDSETS SETTINGS, WHETHER VIA PHONE OR WRITTEN VIA E-MAIL OR LETTERS.
 COORDINATE WITH OTHER CONCERNED DEPARTMENTS TO ENSURE TIMELY CUSTOMERS’ TECHNICAL COMPLAINTS RESOLUTION.
 COMMUNICATE ACTIVELY WITH OTHER DEPARTMENTS SUCH AS MARKETING , TECHNOLOGY & NATIONAL SALES.
 CONTRIBUTE TO THE DEVELOPMENT, DEFINITION AND IMPLEMENTATION OF QUALITY & STANDARDS.
 COMMUNICATE & REPORT TO THE TEAM MEMBERS ON ALL OPERATIONAL ISSUES.
 ANSWER INQUIRIES & WORK CLOSELY WITH TECHNOLOGY DEVELOPMENT.
 OPEN FAILURES TO LINK CUSTOMER TECHNICAL COMPLAINTS AND INFORM ALL CONCERNED DEPARTMENTS.
 CLOSE SOLVED FAILURES AND SEND SMS’S OR VRS’S TO THE CUSTOMERS TO CONFIRM COMPLAINT RESOLUTION.
 PAY VISITS TO CUSTOMERS IF NEEDED.


Company Details

Mobinil (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Aug 2012 to Dec 2012 (4 months)
Activation Representative at Mobinil

Experience Details

Activation Representative

Customer Service/Support

Entry Level

Reports To: Activation Team Leader
Department: Customer Operations – Personal Market
Purpose of the Job
Activation of incoming contracts, within established risk & customer service rules and the identification & Reporting of suspected fraud attempts.
Duties and Responsibilities
1. Handling the customers and finding the solution that meets their satisfaction.
2. Act as the interface with dealers and shops for the connection and scoring process.
3. Data entry of all pertinent information such as customers' data, service packages, etc.
4. Analyze contracts to approve eligibility of activation or rejection.
5. Implement activation rules as per the established processes and procedures.
6. Request any additional information deemed reasonable by sound credit and fraud judgment.
7. Activate all new lines with high accuracy within the agreed service level.
8. Initialize a welcome call upon activation.
9. Properly handle and solve the customers' requests through faxes or phone.
10. Handle migration and modification requests as well as phone & Sim replacement.
11. Perform black list checking upon activation.


Company Details

Mobinil (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.mobinil.com

Mar 2007 to Jun 2009 (2 years 3 months)
Credit & Collection representative at Mobinil

Experience Details

Credit & Collection representative

Accounting/Finance

Entry Level

(rotation period):
Purpose of the Job:
This position is responsible for a daily review over dunning system, credit analysis of high exposure accounts, timely reminding of overdue Customers, and also the minimization of the financial exposure to the company, through the recovery of such overdue amounts before they reach collection status.

Duties and Responsibilities:
o Contacts Customers to obtain payment commitments in a professional and customer sensitive way, reducing where possible the risk of credit churn.
o Analyses accounts prior to determining their category, and consequently the type of action as per established procedures.
o Adapts the course of dunning action to the circumstances, recommends alternative means of debt recovery.
o Controls the receipt of payments following promises obtained, or as a daily routine activity.
o Initiates claims paid researches, using payment details obtained from contacts with Customers.
o Takes every opportunity to educate Customers, as well as promoting automatic and trouble free payment methods (direct debits on bank accounts or credit cards).
o May recommend the immediate referral to legal actions.
o Controls out of pattern spending accounts (OOPS) to minimize risk to the company
o Making sure that all required reports are received from IT to organize daily work.
o Acts as a help point to junior staff.
o Reports major problems to the Team Leader to be resolved.
o Contacts Customers to obtain payment commitments in a professional and customer.


Company Details

Mobinil (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2008 to Dec 2008 (5 months)
Die cutting designer at Marbach Egypt

Experience Details

Die cutting designer

Manufacturing/Production

Entry Level

N/A


Company Details

Marbach Egypt

Cairo, Egypt

101-500 employees

Performing and Fine Arts

N/A

Jul 2006 to Feb 2007 (7 months)
Sales marketing (volunteer) at Arab-care

Experience Details

Sales marketing (volunteer)

Sales/Retail

Entry Level

N/A


Company Details

Arab-care

Cairo, Egypt

1-10 employees

Environmental Services

N/A

Sep 2005 to Feb 2006 (5 months)
Computer Specialist (volunteer) at Urgent soft

Experience Details

Computer Specialist (volunteer)

IT/Software Development

Student

N/A


Company Details

Urgent soft

Alexandria, Egypt

101-500 employees

Information Technology Services

N/A

Jun 2001 to Sep 2002 (1 year 3 months)
Sales marketing (volunteer) at Almarwa Co

Experience Details

Sales marketing (volunteer)

Installation/Maintenance/Repair, Engineering - Construction/Civil/Architecture

Student

N/A


Company Details

Almarwa Co

Giza, Egypt

101-500 employees

Construction - Industrial Facilities and Infrastructure

N/A

Jul 1999 to Oct 2001 (2 years 3 months)

Education

Bachelor of Political Science in Political Science

Education Details

Bachelor of Political Science

Political Science

Alexandria University, Egypt

C / Good / 65 - 75%

N/A

N/A

Alexandria University
1999 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Mustapha Kamel military secondary school

Egypt

1998

C / Good / 65 - 75%

N/A

Mustapha Kamel military secondary school
1998

Certifications

Certificate details

sr. specialist activation - enterprise

Jan 2017

N/A

N/A

N/A

orange egypt

This is to certify that Mr. Mahmoud Serag El Din Mohamed has been working as Sr. Specialist, Activation - Enterprise in the Customer Service Department with Orange Egypt for Telecommunication,

Training and Courses

Training/Course Details

Personal effectiveness

Jul 2009

logic management consulting

N/A

Training/Course Details

Emotional intelligence

Jul 2010

logic management consulting

N/A

Training/Course Details

Business English Course

Sep 2011

British council

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingActivation RepresentativeAnalyticalArabicBuilding ConstructionBusiness DevelopmentBusiness English CourseComputer SpecialistConstruction - Industrial Facilities And InfrastructureCredit & Collection RepresentativeCustomer OperationsCustomer ServiceCustomer-orientedDATA COMPLAINT HANDLING ROTATORDie Cutting DesignerEmotional IntelligenceEnglishEnterprise Activation Sr. Specialist.Environmental ServicesFinanceFrenchGraphic DesignHelping OthersHuman ResourcesITInformation Technology ServicesInstallationInsuranceListening To MusicMaintenanceManufacturingMarketingMeeting New FriendsMicrosoft OfficeMobinilNegotiatorNetworkingOperationsPerforming And Fine ArtsPersonal EffectivenessPolitical SciencePrProblem SolverProductionProfessional Typing SkillsPublic Relation Assistant ManagerRepairRetailRiding HorsesSalesSales MarketingScuba DivingSkilled TradesSocialSoftware & HardwareSoftware DevelopmentSr. Specialist Activation - EnterpriseSupportTechnical AnalysisTelecommunicationsTravelingWatching Movies

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Advanced

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Professional typing skills

Professional typing skills

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

More than 7 years

Software & Hardware

Software & Hardware

: Intermediate

: Extreme - I love it!

:

3-5 years

Networking

Networking

: Beginner

: High

:

Less than 1 year

Fields of Expertise

Customer Operations

Customer Operations

: Expert

: Medium

:

5-7 years

sales

sales

: Intermediate

: High

:

1-3 years

pr

pr

: Beginner

: High

:

Less than 1 year

Graphic Design

Graphic Design

: Beginner

: Extreme - I love it!

:

Less than 1 year

Technical Analysis

Technical Analysis

: Beginner

: High

:

Less than 1 year

Human Resources

Human Resources

: Little knowledge

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Negotiator, Customer-oriented, Problem Solver, Social

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