Mohtady Abdelbaky

Experience

• 

  Final Vision

  Oct 2005 - Oct 2006

  As Accountant
• 

  Vodafone

  Nov 2006 - Aug 2017

  * Responsible to detect, analysis any fraud incidents and take the needed actions in a proper time* Identify and assess the risks/ threats gaps in any new/ existing product/ process within the different departments that might lead to fraudulent activities/ Revenue loss* Evaluate the impact of the new product or service and fill any fraud gaps without affecting the business* Deal with subscription fraud, help in the early detection of fraudulent behavior either in the consumer or the corporate segments* Do the needed risk assessment to spot any system gaps and any other issues that might lead to any revenue loss. Show less Including international assignment in VF Qatar for the same role for 6 month Report on the cash flow movement for consumer and corporate on a daily, weekly and monthly basis. Monitoring the hotline and suspension batches and making sure they are being done on time to get the payment from each and every segment/color Report on the current situation after running the batches to make sure that the missed accounts from those batches are sent for approval and alignment from the different authority levels Continuous study for the bad debts and debtors to come up with preventive actions and process improvements to avoid similar money loss Do the needed post assessment for any product/service/promotions to evaluate the success of the commercial purposes, and evaluate the revenue VS loss. Prepare for the quarterly alignments with: CFO – consumer marketing – enterprise marketing – customer care – sales – technical. Show less

  • Credit Audit Senior Specialist

    Sept 2015 - Aug 2017

  • Credit Control Senior Specialist

    Jan 2012 - Aug 2015

  • Customer Care Senior Representative Account Angel

    Apr 2010 - Dec 2011

  • Senior Representative Core, Med, High & Premium

    Nov 2006 - Mar 2010
• 

  Telecom Egypt

  Aug 2017 - now

  Responsible of High Value Post-paid customers• Ensure a consistent high standard customer experience by managing Post-paid Contact Center aiming to raise the quality level of operational handling.• Ensure applying the company strategy in terms of being a service differentiator while managing the Post-paid experience through insourcing agents to cope with the WE environment.• Responsible for TNPS results for Consumer post-paid to meet company targets.• Monitoring the quality and effectiveness of the training on products and services.• Achieving the accuracy of the day-to-day operations, and prevent transactions that lead to money, time and effort loss, which may lead to bad customer experience• Innovation and creativity in enhancing departmental process and work procedures.• To ensure that the team results are meeting the predefined goals in terms of quality and productivity• Effectively support the cross-functional business activities and projects.• Mediates and resolves conflicts and reduce regretted attrition rate through ensuring proper implementation of career path and recognition programs.• To promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others, providing feedback and guidance to direct reports on a regular and timely basis to help reach goals• Achieving the accuracy of the day-to-day operations, and prevent transactions that lead to money, time and effort loss, which may lead to bad customer experience Show less * Responsible of Prepaid customers, Ensure a consistent high standard customer experience by managing Prepaid Contact Center aiming to raise the quality level of operational handling.* Responsible for TNPS results for Consumer prepaid to meet company targets.* Setting goals and targets for reporting staff in line with strategy targets and vision.* Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance, recruit and aid careers of team.* Role model, teach and encourage direct and indirect teams to apply the values and behaviours of WE * Communicate effectively with all stakeholders.* Responsible for cascading department strategy, and initiatives and communicating company objectives to working groups on a regular basis* Escalate or influence upwards problems/ issues needing significant decisions* Minimize call escalations through effective coaching and support to ensure maximum customer satisfaction Show less

  • Revenue Assurance and Fraud Management Unit Manager

    Jul 2021 - now

  • Revenue Assurance & Fraud Managment Section Head

    Jul 2018 - Jun 2021

  • HV Post-paid Supervisor

    Jan 2018 - Jun 2018

  • Call Center Supervisor

    Aug 2017 - Dec 2017