Heba Haddad
Amman
Summary
Organized and dependable candidate, experienced in directing activities. Develops strategies, provides training, sets goals and obtains team feedback. Live streaming expert with successes in the creation and management of event ideas.
Overview
8
8
years of professional experience
Work History
Content Management Team Leader
BIGO
08.2022 - Current
- Created creative content events, revenue challenges, live contests ideas for broadcasters, agencies, VIPs, top supports and families.
- Provided project plans, timelines and budgets for all occasions such as Ramadan, World Cup, Eid, Friendship Day and New Year.
- Responsible for the content ideas promotion plan through the app and some other platforms.
- Writing the promotional ADs in Arabic and English languages.
- Suggested the event plan for all ideas including the main concept, rules, reward system, budget check, promotion plan, and related questionnaires and databases.
- Managed the talented broadcasters system and their monthly reward system.
- Encouraged creativity by applying team competitions, Suggest and organize team building activities.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Content Management Advisor
BIGO
11.2020 - 07.2022
- Created live streaming events for Likee's app.
- Created the events official pages.
- Used data analysis to analyze the revenues, cost, participation rate, absence rate and cost rate data.
- Prepared the promotion plan and wrote the events announcements.
- Responsible for the reward sending and preparation.
- Suggested improvements to content to enhance quality and accuracy.
- Collaborated with designers to deliver content of highest quality.
Customer Support Advisor (Specialty in iOS system)
WEBHELP
07.2019 - 10.2020
- Provided technical support for iOS system
- Always maintain a positive and professional attitude toward customers
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Maintain the work KPIs within the range.
- Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
Customer Service Representative
Extensya
02.2018 - 07.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Trainee
Mobedco - Vet
06.2016 - 08.2016
- Training in Quality Control and Quality Assurance departments in Veterinary drugs and pesticides manufacturing
- Analyzing raw materials & product samples to ensure that they comply with the required specifications.
Education
Bachelor's Degree in Chemical Engineering -
Jordan University of Science And Technology
Skills
- Creative Content Creation
- Content Writing
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Time Management
- Team Supervision
- Data Analysis
- Project Management
- Leadership
Accomplishments
- Lean Management Award 2023 Recipient
References
Available upon request
Timeline
Content Management Team Leader
BIGO
08.2022 - Current
Content Management Advisor
BIGO
11.2020 - 07.2022
Customer Support Advisor (Specialty in iOS system)
WEBHELP
07.2019 - 10.2020
Customer Service Representative
Extensya
02.2018 - 07.2019
Trainee
Mobedco - Vet
06.2016 - 08.2016
Bachelor's Degree in Chemical Engineering -
Jordan University of Science And Technology
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