Mohammed Malkawi
Amman
Summary
Dynamic and dedicated content creator with extensive experience in content strategy, social media management, and technical support. Adept at analyzing data to inform strategic decisions, enhancing customer satisfaction, and streamlining processes. Excels both independently and collaboratively, bringing a proactive approach to improving operations and achieving business objectives.
Overview
11
11
years of professional experience
Work History
Creator Operation Advisor and Social Media Manager
BIGO
2 2021 - Current
- Managed and maintained accurate records of creators' information and performance metrics
- Analyzed content data to identify trends and insights, informing strategic decisions and optimizations
- Recruited, evaluated, and onboarded talented new creators, expanding and diversifying content offerings
- Developed and executed social media strategies to promote creators' content and effectively engage with the audience
- Categorized and labeled content for efficient organization and retrieval
- Provided detailed feedback to creators based on data analysis, enhancing content quality and performance
- Developed and implemented strategic plans based on data insights to drive content creation and achieve business objectives.
iOS Technical Support Advisor
Webhelp
02.2020 - 02.2021
- Provided expert assistance and troubleshooting for iOS software-related issues
- Diagnosed and resolved technical issues related to iOS devices and software applications
- Promoted and educated customers on features, benefits, and functionalities of iOS products and services
- Offered comprehensive information and guidance to users regarding iOS products, ensuring customer satisfaction and product knowledge
- Delivered exceptional customer service by addressing inquiries, providing solutions, and ensuring a positive user experience.
Customer Services Representative
Umniah – Shops
07.2016 - 02.2020
- Provided front office services, ensuring efficient customer interaction and satisfaction
- Offered technical support for GSM, 3G, 4G, and other mobile services, resolving customer issues promptly
- Managed VIP accounts, providing personalized service and addressing special requirements
- Handled sales transactions for GSM and internet services, ensuring accuracy and efficiency.
Inbound Call Center & Customer Services Representative
Umniah
01.2014 - 01.2016
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Acted as a crucial link between customers and the engineering back office, facilitating resolutions for network-related issues
- Provided comprehensive information to customers regarding new products and services, ensuring they were well-informed and confident in their choices
- Troubleshooted and resolved customer concerns related to network issues, ensuring minimal downtime and maximum customer satisfaction
- Collaborated closely with the engineering team to escalate and resolve complex technical issues, maintaining clear communication and swift resolutions
- Stayed updated on the latest developments in products, services, and technical processes to provide accurate and timely support to customers.
Education
Bachelor's Degree in Computer Information System -
University of Jordan
English Language Course - undefined
Cultural Exchange Program - undefined
Skills
Proficient in Microsoft Office
Content Strategy
Sales
Verbal and Written Communication
Events Management
Social Media Management
Content Development
Trend Monitoring
Strategic Planning
Corporate Identity Oversight
Creative Thinking
Content Calendar Management
Additional Information
Feel free to reach out to me for any content creation, social media management, or technical support needs. I look forward to contributing to your team
Languages
Arabic, English
Native language
Timeline
iOS Technical Support Advisor
Webhelp
02.2020 - 02.2021
Customer Services Representative
Umniah – Shops
07.2016 - 02.2020
Inbound Call Center & Customer Services Representative
Umniah
01.2014 - 01.2016
Creator Operation Advisor and Social Media Manager
BIGO
2 2021 - Current
Bachelor's Degree in Computer Information System -
University of Jordan