Leading the operations and account management of the MENA region:Managed the MENA operations team, ensuring smooth handling and timely resolution of high-value client issues.Aligned team OKRs with regional goals, contributing to an 18% annual revenue increase.Supervised daily operations, maintaining high customer service standards and prompt responses.Streamlined processes, improving efficiency and reducing response times.Implemented performance initiatives that boosted team productivity and client satisfaction.Fostered cross-department collaboration to enhance customer experience and reduce bottlenecks.

Led two Operations teams for MENA and Africa:Built and led two teams across the MENA and African regionsDrove performance through regular check-ins, issue resolution, and strategic planningLaunched and expanded operations to South Africa, Ghana, and Kenya, growing South Africa's DAU and boosting revenue to nearly $1M within a year. 1900% Managed day-to-day operations, improving efficiency and meeting key team and company goals.Played a key role in content management, expanding platform visibility and strengthening CC relationships.

Managing an average of 40 mid-level agencies in the MENA region market in BIGO Live.• Built and maintained a strong relationship with my assigned agencies.• Held Ongoing performance evaluation meetings with agencies, target setting and action plans.• Followed the agency management process, tasks, and various responsibilities.

Supervised an average of [18] Representatives to reach our assigned targets, responsible for the following:• Managed KPIs and assigned objectives per agent to ensure achieving assigned client targets.• (Consistently achieving 95%-100% of all metrics including performance, QC, SLA and Time Management)• Trained, mentored, and directed 250+ representatives during a time span of three years.• Built detailed campaign reports outlining performance against benchmarks and developed proper action plans• Managed and revamped objectives for quality, productivity, and time management.• Continuously reported feedback to the client & Upper Management through various reporting methods• Attended Internal review meetings and client review meetings.• Oversaw and improved service deliveries worth more than $[1,200,000] per year through efficient management.• Tailored development plans for subordinates to ensure a strong line of successors (15+ Promotions)• As part of being a delegate supervisor, managed 3-5 team leaders to elevate the accounts’ metrics, handling the accounts operational issues and documenting progress.

Worked as a part of a team, accomplishing the following:• Comprehensively explained products and services to our clients'• Met daily/monthly targets with the required quality scores following all relevant regulations. (HIPAA, TCPA...)• Handled complaints and major incidents in a professional and courteous manner.• Maintained solid 60 % conversion rate against a target of 55%