Experience

LPS Brands

• United Arab Emirates
• Advertising Services
• 1 - 100 Employee

• Gaming partnership manager

  • Nov 2022 - Present



虎牙

• China
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Project Manager Business Development

  • Jun 2020 - Feb 2023

  Responsible for the product Workflow, a streaming platform for overseas gamers. I focus mainly on app usability and providing interactive features and Streamers to stimulate streamers-viewers interactions. - Plan and launch Live streaming campaigns by following up on popular topics, events, hot social issues, etc -Build and maintain relationships with KOLs, Macro Influencers, and Celebrities. -Provide Product vision, leadership, and direction for Software as a Service (SaaS) solutions -Planning, supporting, preparing, and managing responses to positive and negative inquiries from external sources including crisis and issue-related social media escalations and responses. -Compile product requirements, develop and manage the product roadmap, manage the delivery of product features, and assess the impact. -Create new growth opportunities by enabling new and exciting revenue streams. -Collaborate with marketing and R&D on product development during the discovery phase to assess the value, usability, and feasibility of features. -Work closely with customers and partners to get feedback and define new features



ByteDance

• China
• Software Development
• 700 & Above Employee

• Senior Business Development Manager

  • Oct 2019 - Jul 2020

  the mission is to inspire creativity and bring joy. The platform is a home for creative expression through videos that create a genuine, inspiring, and joyful experience. Maintain a good community relationship, and activate the interaction in the live streaming community Responsible for live content and interaction with the users. Monitor and report all inappropriate cases during a live broadcast . Build and maintain relationships with KOLs, Macro Influencers, and Celebrities. Help improve the content of MENA KOLs. Work with the international marketing team to improve the quality of marketing campaigns. Activate the interaction in live streaming community. Collect user's feedback and adjust operation strategy according to the situation. Train other colleagues how to host successful workshop and help them with the materials. Host workshops all over the middle east to teach content creators how to improve their content. Research and integrate news, trends and compelling angles into our online community programs. Manage and support crisis communications. - Support building a "Live+" ecosystem through establishing good collaborative relationships with local brands or companies; - Establish and maintain good relationships with local media to help TikTok's brand promotion; - Build good communication channels and long-term relationships with government and institutions to support business.



Swvl

• United Arab Emirates
• Technology, Information and Internet
• 500 - 600 Employee

• Complaint Team leader

  • Aug 2018 - Jul 2019

  Assess team performance and quality. ▪ Making sure that CHT policy is followed correctly in each case. ▪ Update the daily performance sheet with low rating number (Valid/Not valid) + Number of complaints handled daily. ▪ Team performance aligned with predefined SLA. ▪ Motivate and help the team. ▪ Communicate directly with the captain support and facilitate communications between teams. ▪ Hold one to ones meeting with the team to coach, handle, and facilitate any team requirements.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Technical support agent, Vodafone UK

  • Jan 2018 - Apr 2018

  Responsible for providing customer support on any issues, this could be by telephone, internet, or a face to face support. ▪ Ensuring the processing of orders, preparation of correspondence, and fulfillment of customer needs to ensure that the customer leaves satisfied. ▪ Answering phone calls from customers, whether it is for resolving complaints, answering queries and providing information. ▪ Ensure that the company’s customer database is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed. ▪ Establish standards for best customer support practices. ▪ Give accurate direction and support to team leaders to facilitate successful completion of targets and performance goals. ▪ Make use of proven business techniques in the identification of lapses and loopholes in the organization’s customer service department and recommend better strategies that will yield better results. ▪ Follow up with clients regarding Network cases.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior customer service agent

  • Apr 2016 - Jan 2018

  Main duty was to provide customer relations support: ▪ to handle inbound calls and inquiries, follow up with the customers, handle case escalations and customer complains. ▪ but also some other tasks were assigned as follows : ▪ Quality assurance task : ▪ monitor the team's calls, provide feedback to managers, provide knowledge awareness to agents if any point is missing. ▪ Acting as team leader : ▪ manage team performance, delegate for the current team lead, coaching agents, provide one to one meetings with agents to discuss the month to date numbers, improvise plans to achieve and exceed targets. ▪ Sales team leader, SPOC : ▪ providing sales plans to colleagues, side by side coaching with agents and sales members, following up with all possible and failed sales leads, and providing sales reports. ▪ exceeded sales target for 3 quarters on row. ▪ Audit commitment knowledge specialist ▪ monitor the current situations and regulations instituted by the government and provide knowledge to colleges to fight financial crimes.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• customer service support

  • Feb 2012 - Apr 2016

  Main duty was to provide the highest quality of service that a customer can ask for also to provide training, coaching colleagues and newcomers while on duty. ▪ I’ve worked with multiple teams inside Vodafone: ▪ High value segment. ▪ C.V.M campaign. ▪ Complaints team. ▪ Services Testing team. ▪ TNPS team. ▪ Trainer for customer Care academy project for 3 waves. ▪ Enterprise account angel "small and medium enterprise – multinational corporate" Main duty was to provide the highest quality of service that a customer can ask for also to provide training, coaching colleagues and newcomers while on duty. ▪ I’ve worked with multiple teams inside Vodafone: ▪ High value segment. ▪ C.V.M campaign. ▪ Complaints team. ▪ Services Testing team. ▪ TNPS team. ▪ Trainer for customer Care academy project for 3 waves. ▪ Enterprise account angel "small and medium enterprise – multinational corporate"