MENA, 1v1 ACM/BD/VIP at MICO World (2026-03 – Present)
Managed agencies and VIP supporters within 1v1 operations, focusing on account management, daily operations, and business growth.
- Successfully onboarded more than 50 agencies within the first 2 months by reconnecting with agents and supporters I built strong relationships with across the industry.
- Assisted in creating and launching new rewards systems, updating 1v1 policies, and improving app features and overall user experience.
- Managed daily agency operations including performance tracking, policy guidance, issue resolution, and support for messaging, voice calls, video calls, and overall agency growth.
- Worked closely with internal teams to improve operations, increase user engagement and retention, and help drive platform revenue growth.
MENA, 1v1 ACM & BD at Xiamen Haibaotaqu Information Technology (2025-07 – 2026-02)
Took ownership of the 1v1 feature within Timo, managing operations independently and ensuring smooth day-to-day performance.
- Served as the primary point of contact for agency management, handling inquiries and issue resolution related to messaging, audio calls, and video calls.
- Provided clear explanations and guidance on sponsored ads policies, ensuring agencies remained compliant with platform standards.
- Communicated and enforced competitive policy updates, adapting rules and incentives based on monthly performance targets.
- Collaborated cross-functionally to align operational execution with business goals and user engagement metrics.
- Monitored agency performance and activity trends, proactively identifying risks, policy gaps, and optimization opportunities.
- Delivered timely support and policy clarification to external partners, improving operational efficiency and reducing escalation cases.
- Contributed to the continuous improvement of the 1v1 ecosystem through feedback, policy refinement, and operational adjustments.
MENA, Account Management Leader at FUNI PTE LTD (2025-04 – 2026-02)
Oversaw operations for voice-based social products in the Middle East market, with full accountability for local recruitment, training, team management, agency on-boarding, relationship maintenance, and driving both agency retention and revenue growth.
- Developed and implemented localized operational strategies aligned with product features, regional content trends, and user behavior; successfully built and led a local team to execute market-specific initiatives and campaigns.
- Supported the management and development of the local operations team, ensuring alignment with strategic goals, operational efficiency, and team performance.
MENA, Senior Agency Manager at MICO World (2023-03 – 2025-03)
- Demonstrated track record of leading a team to achieve and exceed revenue goals.
- Supported internal team on signing and delivering agency internal deals.
- Identified potential market partners that can enable SUGO's exponential growth.
- Lead on people management including talent development, organizational change and performance management.
- Participated in drafting and revising the policies of agency management, provide reasonable reference and suggestions.
- On boarded 15 new agencies in average monthly.
- App monetization experience.
UK, Agency Management Team Leader at BIGO Technology (2019-03 – 2023-02)
Worked under all segments of BIGO operations, including that of the Agency management, user management, and SVIP segments.
- Promoting platform incentives, exploring new broadcasters entering the platform, maintaining user's relationship, and handling daily operational issues
- Regularly planning online and offline activities, stimulating user participation, promoting the sharing and participation of high-quality content, and enhancing the influence of the video streaming industry.
- Analyzing user feedback, regularly outputting reports in data form, and proposing targeted solutions
- Handling the reseller program in an attempt to increase diamonds reseller
- Solving problems arising from the use of products by overseas and local consumers
- Following up on the bugs that user's report in a timely manner
- Providing weekly reports to line manager to track the progress, goals, and challenges
- Write quality reports, as well as quarterly performance assessment for each team member
Email & Chat Advisor at Raya Contact Center (2018-06 – 2019-02)
Etisalat
- Meet personal/team qualitative and quantitative targets with solid performance
- Excellent communicating skills that collaborates with team members and third-party vendors to achieve goals
- Fast typing skills with 80+ words per minute in English
- Assisting customers through web-chat, e-mail, and outbound calls
- Analyzing and solving telecommunications billing and technical issues to over satisfaction
- High-volume, high-quality work within deadline-intensive settings
Call Center Advisor at Vodafone International Services (2017-12 – 2018-05)
Enterprise
- Over achieving all targets, with top ranked performance
- Following up on ongoing customer cases and communicating progress to management and customer
- Established trusting relationship with customers using rapport
- Prioritizing work and multitask while listening to customer concerns
- Providing advice, information, and assistance to callers to ensure first contact resolution
- Taking ownership on all calls and queries
Call Center Advisor at Vodafone International Services (2016-11 – 2017-11)
Small Medium Businesses
- Over achieving all targets, consistently achieved #1, #2, or #3 rankings
- Capable of explaining complicated telecommunications concepts to non-technical professionals
- Analyzing and solving telecommunications billing issues
- Able to deal with irate, and abusive callers
- Top performance in fast paced and high-pressured environments
- Complex problem solving via inbound and outbound call
Multi-Department Internship at Holiday Inn Hotel, Kuwait (2016-02 – 2016-04)
Program designed to provide hands-on experience in all hotel departments, gaining insight into all aspects of hotel management
- Trained within the sales department and provided superior customer service at the front desk. Completed reservations, checked guests in and out of the hotel, and assisted customers with any problems that they faced
- Areas of training included front office, sales, health club, and human resources
- Attended every daily managerial briefing
