Experience

Zain Jordan

• Jordan
• Telecommunications
• 700 & Above Employee

• Business Services Collection Team Leader

  • Aug 2019 - Present

  Leading collection (outdoor & indoor) team to insure achieving collection target and his main role is to follow up with corporate sales team and update them with collection progress of corporate accounts.Technical & ExecutiveFollowing up with sales divisions before taking any action towards corporates and key customers to facilitate collection and ensure customers retentionContacting customers to notify and remind them about their claims and invoices and highlighting possible consequences of not meeting obligations while adhering to set policies, procedures and standards in handling these situations Validating payments deposits, reconciling accounts, and updating changes on customer account periodicallyMonitoring of the team visits to insure high efficiency for all teamResponsible for a dedicated account within a set portfolio to insure taking the required actions of maintaining deactivating, renewing accounts according to account status (aging, payment, returned checks, UBAT consumption rate …etc.)Responsible for all corporate portfolio and the distribution of corporate base between indoor and outdoor collection team.Developing the operations process and procedures to insure high efficiency and productivity.Developing team skills & competencies.Reconciling financial statuses of customer accounts periodically in order to take required actions of maintaining, dismissing and renewing accounts.Responsible for validating outdoor collection commission before signing it.Reviewing sales agreements to ensure they are complete and prepared according to policies, as well as following up with them before issuing claims to key customers to facilitate collection and ensure customers retention.Following all customers financial requests (as per agreements) with all related departmentsHandling all customers Management & collection fees with all related departments Performing other duties related to the job as assigned by the direct supervisor Show less

• EP & Data Professional

  • Mar 2015 - Present

  Responsible for all Microwave, PRI enterprise, ETTH, Fibre and Broadband accountsSolve all the problems related to the accounts and the collection of them.Co-operate with all related parties (Network, transmission, IT and Sales)

• Collection Team Leader

  • May 2017 - Aug 2019

  Responsibilities include:Technical & Executive:§ Ensuring team’s adherence to set policies, procedures and standards while dealing with customers for collection purposes. § Monitoring customers’ accounts, guiding the team while contacting customers to notify and remind them about their credit, claims and invoices through various approaches such as phone calls, messages, visits...etc., and highlighting possible consequences of not meeting obligations. § Issuing claims and invoices of aging invoices and current accounts, and following up on its delivery to concerned parties. § Submitting legal documents/ cases to lawyers for judiciary purposes in cases when customers are not responding to the warnings. § Ensuring collecting and depositing payments aiming at achieving collection targets, in addition to ensuring that customer information and account are updated on the system. § Reconciling financial statuses of customer accounts periodically in order to take required actions of maintaining, dismissing and renewing accounts. § Following up with sales before issuing claims to key customers in order to facilitate collection and ensure customers’ retention. § Performing other duties related to the job as assigned by the direct supervisor. Administrative:§ Preparing periodic reports with respect to the team’s activities and achievements to be submitted to the Direct Superior. § Ensuring that instructions, circulars, organizational and operational decisions are followed and applied. § Appraising direct reports’ performance according to scheduled plans and recommending necessary actions as per the applied practices.§ Recommending training needs of direct reports and evaluating the outcomes of training courses.§ Following-up on direct reports’ administrative affairs such as: vacations, leaves…etc. Show less

• Credit Analyst - Voice Professional

  • Jul 2009 - Mar 2015

  Liaises with sales, support engineers and finance staff as necessary to resolve customer queries and help meet their expectations.§ Performs administrative support functions for customer/product support staff:à Duplicates and distributes product diskettes and materialsà Types, mails and faxes correspondenceà Enters consultant billing information for invoicesà Responds to requests from customers and internal staff.§ Maintains log of changes that need to be made to customer database and sees that the changes are routinely routed to the person responsible for updating the customer database.§ May assist marketing communications with mass mailings to customer database. Show less

• Senior Customer Service Officer

  • Jun 2007 - Jul 2009

  § During shift time, oversee and ensure contact center activities so as to maintain a high level of customer satisfaction.§ Providing support and guidance to reps in handling customer’s requests/ complaints when necessary.§ Gathering Feed back from reps about customer satisfaction and problems, and reporting the related information to other department as appropriate.§ Participating in new reps training and direct them to meet best quality in customer service.§ Review and evaluate Reps performance within teams.§ Coordinate with other team leaders and supervisors to set unified rules and procedures to ensure call center consistency.§ Work with other team leaders for supervising the testing of new systems and solutions.§ Apply other tasks Show less

• Senior Customer Service Representative

  • Mar 2005 - Jun 2007

  § Perform customer transactions and operations.§ Receive customer complaints, inquiries and forward them to corresponding departments for follow up according to set procedures.§ Provide high quality customer service by answering customer inquiries through providing accurate and complete information and to re-direct them where appropriate.§ Actively participating in providing ideas for improving products, procedures and work environment using proper available channels.§ Satisfaction of the services provided and employee treatment.§ Receive in-bound calls from customers; non-customers and prospect customers’ while maintain established standards for number of calls, pick up time, duration and quality of calls.§ Extensively participating in outbound calling and other projects& initiatives, as and when, required.§ Conduct telemarketing and promotion activities by providing customers with detailed information regarding any new offers and/or services.§ Actively respond to data received through market research and questionnaires concerning customers’ service and ways for possible improvements. Show less