Auday Qarout
Senior VIP Account Manager | Client Relationship Expert | Strategic Account Growth At BIGO
Jordan,AM
Summary
Senior VIP Account Manager at BIGO with 6+ years of experience in building client relationships and driving growth in digital entertainment.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior VIP Account Manager
BIGO
Amman
12.2022 - Current
- Build trust and strong relationships with VIP customers, handling day-to-day queries and ensuring high service standards. Monitor customer behavior, collaborate with teams to drive revenue growth, and use data-driven workflows to enhance engagement. Maintain a VIP database with personal data, track daily activity, and offer comeback promotions. Hold regular meetings with customers and management, and prepare VIP performance reports.
Family Management Advisor
BIGO
Amman
06.2020 - 11.2022
- Train new hires, ensure policy compliance, and coordinate with departments for optimal productivity. Acquire high-quality users using cost-effective marketing practices, create and manage acquisition campaigns, and develop new service offerings based on market insights. Use CRM to convert prospects and re-establish relationships. Negotiate and close deals with new partners, preparing contracts.
Outsourcing Specialist
Jollychic
06.2019 - 06.2020
- Coordinate with outsourcing partners to resolve complaints and recommend actions for efficient issue resolution. Manage analysis and reporting for the chat robot project, provide training support, and offer technical suggestions. Ensure outsourcing staff skills are up to date through training. Analyze call-center metrics, monitor service levels, and evaluate performance with key metrics. Prepare reports for management and other departments.
Resolution Specialist
Jollychic
Amman
10.2018 - 06.2019
- Resolve customer trust escalations related to JollyChic, data regulation, and privacy concerns, conducting tech investigations to restore trust. Handle inquiries and escalate issues from start to finish, preparing responses for senior leaders. Contact customers for data collection, troubleshoot, and close cases. Analyze customer issues to identify root causes and successfully complete special projects. Serve as a role model with strong judgment, work ethic, interpersonal skills, and commitment to excellent customer service.
Customer Service Representative
Extensya
Amman
10.2017 - 09.2018
- Manage incoming calls, live chats, and emails, assessing customer needs to ensure satisfaction. Build trust through open communication, provide accurate information, and handle complaints with timely solutions and follow-ups.
Education
Bachelor's degree - Software Engineering
Jami'at Philadelphia Al-Khassa
Jerash, JA 01.2013 - 01.2017
Skills
Client Relationship Building
Strategic Planning & Solutions
Key Account Growth
Timeline
Senior VIP Account Manager
BIGO
12.2022 - Current
Family Management Advisor
BIGO
06.2020 - 11.2022
Outsourcing Specialist
Jollychic
06.2019 - 06.2020
Resolution Specialist
Jollychic
10.2018 - 06.2019
Customer Service Representative
Extensya
10.2017 - 09.2018
Bachelor's degree - Software Engineering
Jami'at Philadelphia Al-Khassa
01.2013 - 01.2017
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