Mos'ab Qaisi
Sr. Reseller Account Manger
Amman,Jordan
Summary
Certified Project Management Professional ( PMP® ) and dynamic Sr. Account Manager with 5+ years of experience in strategic account management and business development. Successfully implemented data-driven strategies and optimized operational processes, resulting in a significant increase in reseller contributions to 30% of total MENA revenue for Bigo App.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Account Manager
BIGO Tech.
Amman Governorate, Jordan
12.2021 - 05.2024
- Oversee the performance and management of reseller agencies, ensuring alignment with organizational objectives and department goals.
- Conduct performance audits and data analysis to monitor and optimize reseller performance, applying earned value management techniques where applicable.
- Develop and deliver training programs for resellers, enhancing stakeholder engagement and team competencies.
- Foster strong relationships with resellers, providing ongoing support and expert consultation to maintain users satisfaction.
- Manage a portfolio of over 50 reseller agencies, driving them to meet and exceed key performance indicators (KPIs) through effective project execution and resource allocation.
- Collaborate with cross-functional teams to create strategic initiatives and detailed plans to support reseller growth.
- Identify and evaluate new business opportunities to expand the reseller network.
- Monitor market trends and competitor activities, utilizing trend analysis to provide actionable insights and recommendations for continuous improvement.
VIP Client Relationship Management
BIGO Tech.
Amman Governorate, Jordan
04.2020 - 12.2021
- Manage a portfolio of high-value clients, ensuring exceptional service delivery and fostering strong customer relationships.
- Conduct monthly recharge follow-ups, analyzing usage patterns and identifying root causes for any decrease in usage.
- Provide clients with customized recommendations to optimize their experience and maximize the value of services, enhancing VIPs engagement.
- Proactively address our concerns and resolve complex issues promptly, ensuring a high level of users satisfaction .
- Prepare and present regular performance reports to senior management, highlighting key metrics and recommending process improvements.
- Lead training sessions for new team members, facilitating their onboarding and ensuring effective knowledge transfer.
- Facilitate senior account managers' meetings to brainstorm and implement solutions for recurring client challenges, promoting collaborative problem-solving.
- Conduct regular online and offline meetings with high-value clients to gather requirements, address concerns, and deliver tailored solutions, strengthening stakeholder engagement and collaboration.
Customer Service Representative - Acting TL
Extensya
Amman Governorate, Jordan
03.2019 - 04.2020
- Proactively resolve issues related to refunds and delays, ensuring customer satisfaction over 96% and maintaining their trust.
- Communicate effectively with third-party clients to facilitate seamless collaboration and alignment with business goals.
- Lead the team as Acting Team Leader, achieving planned targets, monitoring team performance, and ensuring adherence to project schedules and deliverables.
- Analyze customer feedback to identify areas for improvement, implement solutions, and enhance service quality through continuous improvement practices.
- Provide training and mentorship to new team members, fostering a collaborative, efficient, and high-performing work environment
Education
Bachelor of Arts - English/Translation
Al-Zaytoonah University of Jordan
Amman, Jordan 01.2015 - 06.2018
Skills
- Data Analysis and Reporting (Advanced Excel)
- Accounts/Agencies Management
- Client Relationship Management and Stakeholder Engagement
- Data Management
- Presentation
- Time management
- Problem-Solving
- Team Leadership
- Business Development
- Decision-Making
- Cultural Awareness
- Training
Certification
Project Management Professional (PMP®) - Project Management Institute
Timeline
Project Management Professional (PMP®) - Project Management Institute
01-2025
Senior Account Manager
BIGO Tech.
12.2021 - 05.2024
VIP Client Relationship Management
BIGO Tech.
04.2020 - 12.2021
Customer Service Representative - Acting TL
Extensya
03.2019 - 04.2020
Bachelor of Arts - English/Translation
Al-Zaytoonah University of Jordan
01.2015 - 06.2018
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