Meet Our Team/KAMAL GAMEA

Projects (not exhaustive)

• Establish Mobily Business Care: Build trust, not tickets. Prioritize dedicated teams for business needs. Empower reps with technical knowledge and decision-making authority. Offer multi-channel support with self-service options for efficiency. Track data, measure satisfaction, establish a proactive risk management process to reach to less than 5% bad debit of 40+M monthly bill, refine processes for continuous improvement, and proudly to mention it was the first business care in KSA with such set up and capabilities.

• Revenue Generation Customer Care: Empower care into commerce. Upsell/cross-sell relevant solutions during resolutions. Offer premium support tiers with faster response and value-added services. Leverage data to personalize promotions and identify upgrade opportunities. Track revenue impact and share success stories to advocate for investment. Remember, happy customers spend more, making care a profit center, not just a cost, we managed to reach to the break even after the second year of the 3 years plan and started generated revenue started the third year.

  • Order Management Center for business accounts activation: Refine a full activation process from signing the contract with the customer till receiving the hardware and starting billing for the new account, new automation and bulk action process put in place with full empowerment for the team for tracking and manual interaction when needed, end result was tremendous as the average activating time reduces from days to only couple of hours with a direct impact on the overall revenue and target achievement for the entire business unit.

• Root Cause Analysis Team (RCA): establish a team within the QA to start digging deep the call reasons and do the needed analysis to get rid of the unnecessary call to be automated and moved to digital, part of the outcome of this some of the top reasons managed to be reduced by more than 70 to 80%