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تم إلغاء حظر المستخدم بنجاح
أسيل الجيوسي , Account Manager – Team Lead (SVIP Operations)

أسيل الجيوسي

Account Manager – Team Lead (SVIP Operations)·The Fourth Dimension Technology Limited

الأردن

بكالوريوس, English Language

الخبرة العملية

مجموع سنوات الخبرة: 5 سنوات, 9 أشهر

Account Manager – Team Lead (SVIP Operations)

مايو 2025 - حتى الآن

The Fourth Dimension Technology Limited

عمان، الأردن

مايو 2025 - حتى الآن


◦ Manage creator and agency partnerships within a rapidly scaling startup environment, supporting
platform growth and engagement strategies.
• Lead SVIP account operations and translate user behavior and feedback into actionable product and
policy improvements.
• Define and track KPIs for SVIP performance, retention, and revenue contribution.
• Act as escalation owner for critical SVIP incidents, ensuring fast resolution and long-term
prevention.
• Design and optimize SVIP workflows, SOPs, and service standards to improve efficiency and
service quality.
• Coordinate operations across multiple regions and time zones to maintain continuous SVIP support
coverage.
• Monitor team workload, response quality, and turnaround time to maintain service standards.
• Drive SVIP revenue growth through personalized engagement strategies and event participation.
• Collaborate with Marketing and Events teams to execute SVIP campaigns such as Gold Rush
initiatives.
• Analyze user spending patterns and engagement drops to recover at-risk high-value users.
• Support monetization experiments by providing real-time user insights and feedback.
• Coach team members on communication, negotiation, and crisis management with high-value
users.
• Conduct performance evaluations and develop skill growth plans for SVIP team members.
• Manage relationships with agencies, hosts, and strategic partners to strengthen SVIP pipelines.
• Mediate disputes involving agencies, hosts, and high-value users to maintain platform integrity.
• Prepare performance reports covering engagement, retention, revenue, and user activity
trends.
• Build dashboards and analyze SVIP data to identify growth opportunities and risk indicators.
• Evaluate campaign ROI and monitor event performance including Gold Rush and Trio Rush
campaigns.
• Track churn indicators and develop re-engagement strategies for inactive users.
• Maintain accurate documentation of user interactions, escalations, and resolutions.
• Provide data-driven insights to Product, Marketing, and Operations teams.
• Support leadership with strategic reporting and forecasting.
• Ensure data accuracy across internal tools, agency reports, and platform systems.

مجال الشركة:
الترفيه
الدور الوظيفي:
الإدارة

Account Manager

يونيو 2023 - مايو 2025

BIGO Live

عمان، الأردن

يونيو 2023 - مايو 2025

• Served as the primary point of contact for content creators and agencies, providing support
and issue resolution.
• Managed creator communication groups to ensure efficient coordination and community
engagement.
• Ensured timely follow-up and issue resolution through collaboration with internal departments.
• Managed financial follow-ups related to creator payments and salary processing.
• Facilitated auditions, onboarding, and integration of new creators and agencies.
• Conducted surveys among creators and agencies and analyzed feedback to support strategic
decisions.
• Organized training sessions for new employees on platform operations, policies, andjob
responsibilities.
• Assisted in event coordination to increase creator participation and engagement.

مجال الشركة:
الإنترنت والتجارة الإلكترونية
الدور الوظيفي:
المحاسبة والتدقيق

Broadcasters Management Advisor

يونيو 2023 - يوليو 2024

Bigo live

عمان، الأردن

يونيو 2023 - يوليو 2024

• Provided direct support and guidance to platform broadcasters.
• Conducted performance evaluations and offered coaching to improve content and engagement.
• Collaborated with cross-functional teams including content moderation, marketing, and agency
management.
• Developed training workshops on content creation, audience engagement, and monetization
strategies.
• Supported broadcasters with technical issues, financial concerns, and feature activation.
• Created onboarding materials and conducted training for new employees in the Broadcasters
Management Department.
• Organized regular feedback meetings and surveys to improve platform performance and user
experience.

مجال الشركة:
الترفيه
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Broadcasters Management Advisor

يناير 2023 - يناير 2024

Bigo Live

عمان، الأردن

يناير 2023 - يناير 2024

• Provided direct support and guidance to platform broadcasters.
• Conducted performance evaluations and offered coaching to improve content and engagement.
• Collaborated with cross-functional teams including content moderation, marketing, and agency
management.
• Developed training workshops on content creation, audience engagement, and monetization
strategies.
• Supported broadcasters with technical issues, financial concerns, and feature activation.
• Created onboarding materials and conducted training for new employees in the Broadcasters
Management Department.
• Organized regular feedback meetings and surveys to improve platform performance and user
experience.

مجال الشركة:
البث الإعلامي

Senior Technical Support Advisor

مارس 2023 - يونيو 2023

Webhelp

عمان، الأردن

مارس 2023 - يونيو 2023

• Provided advanced technical support for Apple iOS devices.
• Handled inbound and outbound calls to ensure complete issue resolution and customer satisfaction.
• Documented troubleshooting processes and outcomes in the Client Contact Management System.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Technical Support Advisor

مارس 2022 - مارس 2023

Webhelp

عمان، الأردن

مارس 2022 - مارس 2023

• Delivered high-quality technical support for Apple iOS customers.
• Diagnosed and resolved software and device issues.
• Educated customers on troubleshooting steps, built-in support tools, and service options.
• Maintained accurate documentation for all support interactions.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Technical Support Advisor

يناير 2022 - يناير 2023

Webhelp[

عمان، الأردن هجين

يناير 2022 - يناير 2023

• Delivered high-quality technical support for Apple iOS customers.
• Diagnosed and resolved software and device issues.
• Educated customers on troubleshooting steps, built-in support tools, and service options.
• Maintained accurate documentation for all support interactions.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء

Customer Care Representative

يناير 2022 - مارس 2022

Dumyah

عمان، الأردن

يناير 2022 - مارس 2022

• Assisted customers with inquiries, complaints, orders, and returns.
• Coordinated with operations, suppliers, and warehouses to ensure order fulfillment.
• Managed customer communication across calls and social media platforms.
• Supported marketing initiatives and contributed to social media content planning.

مجال الشركة:
الإنترنت والتجارة الإلكترونية
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Social Media Representative

سبتمبر 2020 - يناير 2022

Extensya

عمان، الأردن

سبتمبر 2020 - يناير 2022

• Provided customer support through multiple social media platforms.
• Resolved complaints and escalated complex issues to internal teams.
• Supervised and supported a team of over 50 agents working remotely and on-site.
• Conducted quality monitoring and performance reporting for management.
• Trained new hires on procedures, policies, and customer interaction standards.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Al-Balqa Applied University

ديسمبر 2019

ديسمبر 2019

بكالوريوس، English Language

الأردن

المعدل التراكمي (نقاط): 3.76 من 4

المعدل التراكمي (نقاط): 3.76 من 4

Karabük University

ديسمبر 2018

ديسمبر 2018

بكالوريوس، Literature

تركيا

المعدل التراكمي (نقاط): 3.55 من 4

المعدل التراكمي (نقاط): 3.55 من 4

Skills

Management
Expert
Management
Expert
Operation
Expert
Operation
Expert
ANALYTICS
Intermediate
ANALYTICS
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
MICROSOFT TEAMS
Intermediate
MICROSOFT TEAMS
Intermediate
REVENUE GROWTH
Intermediate
REVENUE GROWTH
Intermediate
TEAM BUILDING
Intermediate
TEAM BUILDING
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
CORPORATE FORECASTING
Intermediate
CORPORATE FORECASTING
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CROSS FUNCTIONAL COORDINATION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
STAKEHOLDER ENGAGEMENT
Intermediate
STAKEHOLDER ENGAGEMENT
Intermediate
TEAM BUILDING
Intermediate
TEAM BUILDING
Intermediate

اللغات

العربية

اللغة الأم

الانجليزية

متمرّس

التدريب و الشهادات

الشهادات
Introduction to Human Resources Management
Introduction to Human Resources Management

الهوايات والاهتمامات

Psychology- Music