Bassem El Dimshawy

Experience

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  Vodafone Enterprise

  Jul 2009 - Aug 2010

  CREDIT MANAGEMENT SPECIALIST

  Assisted customers based on PTP Protocol to settle outstanding dues. Coordinated credit administration support such as monitoring past dues and document exceptions. Conducted case analysis and implemented or recommended the required action to relevant teams. Drew in delayed revenue, maintained service quality and retained customers. Closely tracked high usage clients and proactively notified them to avoid bill shock and took the necessary actions or payment arrangements. Prepared and presented annual reviews reports. ACHIEVEMENTS ♦ Assigned high value customer collections based on performance♦ Recognised for achieving 99% SLA during Customer Service Floor Supervision rotation duty Show less

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  Etisalat

  Aug 2010 - Oct 2012

  Technical Support Specialist

  Led and mentored the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals. Monitored queues and assisted with daily goals, conducting quality control to reduce errors and improve procedures. Established, recommended and implemented policies to ensure quality, time and efficient design of customer oriented services. Work effectively with other teams implementing strategies to increase profitability, productivity and overall client experience. Handled escalated issues and consequently escalated technical cases to Senior Management. ACHIEVEMENTS♦ Promoted from Technical Support Agent to Technical Support Team Leader after 6 months based on performance ♦ Integrated the BB troubleshooting simulation program to existing knowledge base achieving more efficiency in technical troubleshooting time Show less

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  Dubai Properties Group

  Nov 2012 - Dec 2015

  Property Management Executive

  Managed after-sale service including maintenance of contracts, government regulations, client consultancy complaint management and enhanced the relevant processes. Prepared service contract packages and promotion based on customer segmentation variances. Procured and awarded all contractual agreements for Residential community services in luxury communities (JBR) for 12 High-rise buildings of a total GFA of 5100 sq/m. Prepared annual budget; scheduled expenditure; analysed variances; established rental rate overhead costs and profit goals. Reported annual financial revenue. Scheduled the common area planned maintenance services and soft services works. ACHIEVEMENTS ♦ Identified gap in FM process streamlining service level (JBR Walk Retail), resulting in reducing the customer complaints by 70% and raising the overall customer satisfaction level by 24%♦ Reorganised FM coordination teams due to variance in customer segmentation as a gap emerged post first wave of streamlining, so dedicated a team for High value segments reaching 3 hours service level instead of 24 hours ♦ Designed and implemented customer segmentation variance based on communication channels preferences, accessibility, and payment behaviour, increasing the revenue collection of bad debts by 17%♦ Designed and implemented awareness sessions for tenants and landlords resulting in a 63% increase in adoption of permanent maintenance contracts, 3rd party insurance policies and more manageable customer complaints Show less

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  Kizad

  Jan 2016 - now

  Investor Relation Assistant Manager

  Design, implement and control variant Business Processes in the Investor Relation department. Perform data analysis, report design and periodic reporting on Stress Test List and incoming sales' leads; customer complaints and complaints management. Prepare Call Centre report and KPI report for the investor relations department. Achieved milestones including expansion and the growth projects for the strategy performance team. Prepare and conduct the semi-annual and annual forums with the stakeholders, investors and the governmental entities. Conduct orientation meetings and assign Account Managers to investors, coordinating all business networking for investors start-ups. Maintain customer interactions, documents and records setting up the administrative procedure and the relevant contractual agreements for the marketing tools and the off-campus set-ups.ACHIEVEMENTS ♦ Increased the leads generation by 35% for all the FZ products in 2016♦ Redesigned the Customer Service Standards Policy on the corporate level resulting in increasing the Customer Satisfaction Level from 78% in 2016 to 92% in 2017♦ Redesigned the Stress Test Report, collecting 2.7 M Dhs of bad debts in 2017♦ Started a new marketing tool; a permanent set-up kiosk and designed the standard operating procedures while executing all the contractual agreements associated to it, increasing investment against revenue from 1.6 M to 2.2 M Show less