OMAR NAJEEB
Senior Account Manager
Amman
Summary
Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Live Streaming Operation Manager
TikTok
2 2024 - 06.2024
- Established and implemented guidelines and strategies for local agencies, MCNs, influencers, users, campaigns, and partnerships
- Collaborated with content creators to produce attention-grabbing live events, resulting in increased viewership.
- Increased client satisfaction by building strong relationships and addressing their needs promptly and Built and maintained partnerships with local content providers, with 98% Satisfaction rate
- Explored new campaign strategies and models, planning and launching live streaming campaigns aligned with popular topics, events, and social issues
- Introduced, managed, and developed platform agencies and anchors, driving user growth for TikTok Live
- Improved user retention, consumption rates, and ARPU value by managing user lifecycle
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Participated in drafting and revising policies related to agencies, talents, and influencers management
- Negotiated contracts and cooperated with content partners.
- Maintained high level of industry knowledge by attending relevant conferences, seminars, and workshops, contributing to development of innovative solutions for clients.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
Senior Account Manager
Bigo Technology
11.2020 - 02.2024
- Establishing guidelines, strategies, and educational programs for partnership agencies, users, events and organization
- Operated successful guidelines that resulted in 30% increase in content quality
- Composed effective educational programs leading to15% growth in user engagement
- Building relationships with content creators: on boarded and managed partnerships with key Hosts, contributing to 30% boost in user engagement
- Cultivated partnerships with major agencies, enhancing platform's credibility and attracting new audiences
- Planning and launching live streaming campaigns: Executed innovative campaigns aligned with current internet trends, resulting in 15% rise in viewership
- Brainstorming strategies for platform progression: Analyzed content safety measures, leading to 20% decrease in policy violations and safer user experience
- Spearheaded revenue generation efforts, contributing to 25% increase in platform revenue
- Engaging, managing, and developing platform agencies and live streamers: Introduced performance incentive program that led to 20% improvement in live streamer productivity
- Guided mentorship and training, resulting in 25% increase in overall quality of platform agencies.
IOS Technical Support Advisor
Webhelp
04.2020 - 10.2020
- Handling technical support and support-related questions: Managed high volume of technical queries, maintaining 95% customer satisfaction rating
- Improved streamlined process for resolving complex technical issues, reducing resolution time by 20%
- Providing prompt, reliable, and accurate information: Analyzed knowledge-sharing initiative that improved team efficiency, resulting in 15% reduction in average call duration
- Adapting to Phone Quality Standards: Led charge in adapting to client requirements, resulting in noteworthy 10% improvement in phone quality standards, exceeding industry expectations and bolstering customer satisfaction levels
- Conducted regular training sessions for team members to ensure consistent adherence to quality standards
- Achieving personal and site KPIs: Exceeded personal KPIs by maintaining 98% customer issue resolution rate
Customer Service Representative
Drs Nicolas and Asp Centre
08.2016 - 02.2020
- Maintaining quality control/satisfaction records: Established and implemented a comprehensive quality control system with regular audits, leading to a 25% reduction in customer complaints
- Initiated regular customer feedback surveys, leading to actionable insights and continuous service improvements
- Providing information and support to agents: Conducted comprehensive training sessions for agents, resulting in a 20% decrease in customer service response times
- Developed a resource guide for agents, ensuring consistent and accurate information dissemination
- Handling escalation calls: Deescalated challenging customer situations, resulting in a 25% reduction in supervisor intervention requests
- Established a protocol for handling escalated calls, contributing to a more efficient resolution process.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service
Al Ansari Exhchange
07.2015 - 08.2016
- Addressed customer inquiries and concerns, maintaining high level of customer satisfaction
- Processed financial transactions, ensuring compliance with company policies and procedures
- Initiated cross-functional workshops to identify and address communication bottlenecks, resulting in 30% reduction in response times and 20% increase in team productivity.
- Serviced high volume of calls while providing excellent customer service
- Strengthened client relationships through exceptional customer service and prompt followups
Education
Bachelor of Business Economics -
University Of Jordan
Amman, Jordan 09.2011 - 05.2015
Skills
Customer Service
Microsoft Excel
Sales and Marketing
Relationship Building
Performance Management
Data Analysis
Administration
Strategic Planning
Account Management
Business Development
Relationship Development
Negotiations
Timeline
Senior Account Manager
Bigo Technology
11.2020 - 02.2024
IOS Technical Support Advisor
Webhelp
04.2020 - 10.2020
Customer Service Representative
Drs Nicolas and Asp Centre
08.2016 - 02.2020
Customer Service
Al Ansari Exhchange
07.2015 - 08.2016
Bachelor of Business Economics -
University Of Jordan
09.2011 - 05.2015
Live Streaming Operation Manager
TikTok
2 2024 - 06.2024
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