Khaled Osman

Experience

• 

  Wasla Outsourcing

  Jun 2012 - Dec 2013

  • Monitoring and evaluation the team members to achieve the monthly and yearly KPIs• Achieve the needed Success for all SRs and tasks assigned and decrease rejection reason to minimum• Create an inspiring team environment with an open communication culture and set team goals• Monitor team performance and report on metrics and Oversee day-to-day operation• Discover training needs and provide coaching and Recognize high performance and reward accomplishments• Effectively handle floor duty on schedule and ensure proper and fair distribution of all workload, by SLA avoiding violation, showing flexibility and commitment• Handle all floor complaints which received through different channels (Call centre, Retail, E-Channel Or NTRA).• Follow up on all type of workload distributed from SRs initiated by BO member and maintaining the average reach-ability with technical and operations stakeholder not less than 90% in terms of technical SR success rate.• Achieve SL, and Front line KPI’s to be measured by operations reports.• Handling Multi Tasks (Complaints and Activations tasks) all over the year efficient.• Meet all tasks and SR’s deadlines/follow up assigned by every task owner- applying TNPS, owns the case procedures.• Handling 100% of escalations successfully and professionally .• Ensure all customers complaints are addressed and solved in a timely manner with proper follow up to reach customer satisfaction.• Flexibility towards high workload, to accept re-scheduling and extra work or overtime requirements (Commitment and flexibility).• Review the current processes and change all unnecessary processes that cause repeated complaints• Tailor owned task to meet stakeholders requirements ensuring flexibility and ability to make speedy changes that push our business forward, while maintaining the risk factor and alignment with the credit management.• Maintain VF Profile/behaviors/accountability and ownership to the company Standards. Show less Customer Care Advisor In Project Vodafone Egypt 888 Consumer CC, Core & Med• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.• Bring the customer experience into every decision• Listen and ask questions to understand our customer needs• Goes beyond to make the customer feels important and valued• Act as customer champion• Take accountability for identifying and addressing underlying service issues• Work across functions to solve problems• Value and seek out diverse• Connect with the market in which we operate to delight our customers• Simplify, any complicated procedures.• Simple solutions for the internal and external customers • Fasten communication tools for the best result.• Maintain end to end resolution for customer's complaint & apply proper preventive actions.• Ensure the best utilization of all tools to delight & retain customers.• Build trust & enhance revenue increase opportunities. Show less

  • Customer Care Team Leader Vodafone Egypt Telecommunications

    May 2013 - Dec 2013

  • Customer Care Advisor In Vodafone Egypt Telecommunications

    Jun 2012 - May 2013
• 

  Vodafone

  Jan 2014 - Sept 2019

  Handling all charge back cases in acquiring, issuing and supporting services Call Center operation’s related issues.• Reviewing the Customers E-wallets and ATM activity to identify any suspected fraud to minimize E commerceexposure.• Close monitoring of the daily acquirer chargeback incoming reports, cases and raise any identified new cases.• Investigate each and every case individually with the Vodafone Retails and request any required missing documents.• Reply to MastreCard with the outcomes of the investigation within the allowed period as per MastreCard regulation.• Handle surplus cases on bank’s ATMs network.• Documenting and filling all the cases after being finalized easy reference.• Receive Customers disputes (as an issuer) and raise the cases with MasterCard and Alex Bank on proper time.• Monitor and follow up on all issued cases till closure and inform Our Customers accordingly with the status.• Acquire all adequate regulations related to CBE &MasterCard in an attempt to amend the current way of handling disputes. Show less • Ensure all customers complaints are addressed and solved in a timely manner with proper follow up to reach customer satisfaction.• Alignment of different stakeholders involved in on boarding (CC,Commissions,AML, Fraud,MasterCard,Alex Bank,CIB Bank,Housing Development Bank, Finance…etc.).• Monitor E-money availability across the different channels.• Solving all Technical& financial issues and simplyfing it to customers• Supporting HUBs, TKA and retail daily TRXs achieving their KPI and exceeding best customer experience• Communicating and educating HUBs, TKA and retail agents about all needed support or missing knowledge • Communicating with partner bank reporting and following up complaints till its finalization • Handling escalations successfully and professionally handling TNPS and detractors customers changing/turning them into VF Raving fans .• Effectively handling UAT/Testing, Training/Access, impact on Service Growth and customer Experience. • Handling Multi Tasks (Complaints and Activations tasks) all over the year efficient.•Provide daily, weekly and monthly dashboard that is essential to monitor operational performance. • (NO mistakes impacting Customer experience /cost-revenue) and meeting the Deadlines to be measured by Operation and Supervisor .• Effectively handle floor duty on schedule and ensure proper and fair distribution of all workload, by SLA avoiding violation, showing flexibility and commitment.• Regular alignment with all stakeholders with updates, enhancements needed and issues faced in owned tasks.• Ensure all task workload distributed among the team members and follow up on the completion of it.• Effectively in any UAT or meetings that push business forward.• Tailor owned task to meet stakeholders requirements ensuring flexibility and ability to make speedy changes that push our business forward, while maintaining the risk factor and alignment with the credit management supervisors and management . Show less

  • Credit Control Mobile Payment Back Office Representative

    Jan 2016 - Sept 2019

  • Credit Control Vodafone Cash Representative/Mobile Payment Specialist

    Jan 2015 - Jan 2016

  • Consumer Collection Representative Credit Management.

    Jan 2014 - Dec 2014
• 

  Mastercard

  Oct 2019 - now

  • Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard• Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products• Builds long-term customer relationships and ensures timely response and resolution of issues• Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard• Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers• Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account• Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts• Addresses and resolves to complex customer issues escalated by customer service team• Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery• Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery• May perform financial analysis, planning, forecasting, and budget tracking• Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members• Actively seek opportunities to enhance standards, improve process efficiency, and enhance the customer experience in partnership with key stakeholders with feedback to the team lead.• Support customers throughout the onboarding journey, including pre-implementation, ensuring they have the level of understating required to complete implementation including what is required to code to our APIs and complete integration successfully. Show less • Provides technical and operational support to business-to-business (B2B) customers that haveproduct or service agreements with Mastercard as below.-Core Customers in EEMEA (Eastern Europe, Middle East and Africa).-Emirati Digital Wallet (EDW) in the United Arab Emirates.-Mobile Payment Gateway (MPG) in Egypt.• Responsible for all aspects of operations support for existing customers, including process, businessand technical consultation• Reviews customer issues logs, proposes initial enhancements and assists in problem resolution,including escalating advanced issues• Guides customers through training documents may provide alternative solutions• Accountable for end to end process ownership of client service requests and the coordination of teamsto resolve issues within a service level contract to avoid financial penalties• Accountable for developing and maintaining customer support guidelines, metrics, tools and practicesthroughout the customer life cycle• Collects customer feedback and market intelligence and shares findings with partners in Technology,Product and Customer Delivery• Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology orprocess enhancements• Understanding of software patterns and concepts, programming languages, database structures, andrelated operational protocols.• Provide operational and technical support and consultancy to the Core and Emirati Digital Walletand Mobile Payment Gateway Eco system customers , analyzing a wide variety of issues, determineneeded actions, and follow through to resolution.• Providing high level technical customer service and support across a diverse and complex array ofcustomer inquiries and through multiple communication channels (email, phone, chat)• Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customertechnical support inquires• Simulate or recreate user issues to resolve operating difficulties Show less

  • Lead Customer Technical Services Analyst - Technology (TECH)

    Mar 2023 - now

  • Senior Customer Technical Services Analyst

    Oct 2019 - Mar 2023