Abdulrahman Shaheen

Developed, implemented and managed the social media strategy
Communicated with marketing agencies for digital content and reviewed all
presented content to ensure having engaging content over all platforms and web.
Managed and oversaw social media content strategy and calendar
Measured the success of every social media campaign
Stayed up to date with latest social media best practices and technologies
Used social media marketing tools such as Hootsuite, etc.
Worked with copywriters and designers to ensure content is informative and
appealing. Collaborated with Marketing, Sales and Product Development teams
Monitored SEO and user engagement and suggested content optimization
Implemented promotional strategy that increased 2019/2020 revenue for
individual insurance plans via Social Media by 200%
Implemented promotional strategy that increased 2019/2020 revenue for tourist
visa insurance via Social Media by 250%

Assisted the social media team in social media performance marketing
campaigns and helped with target audience outreach
Maintained social media content development by coordinating and implementing
social media marketing communications
Involved in Social Media Strategy for brand awareness and revenue-generating
Participated in Facebook, Twitter, LinkedIn, and Instagram marketing campaigns
Helped with SEO and audience targeting
Managed online community and pages' fans on all platforms

• We used to receive calls from applicants applying for United States Visa to assist them with general information of visa application process, visa classes and help them to schedule visa appointments along with making payments for visas in the following Embassies and Consular Sections:-
o London and Belfast- United Kingdom
o Dublin- Ireland
o Madrid- Spain
o Rome, Naples, Milan and Florence- Italy
o Lisbon- Portugal
o Addis Ababa- Ethiopia
o Luanda- Angola
• I used to handle applicant’s escalations and payment technical issues.
• Follow up and report daily, weekly, monthly and quarterly team’s performance for the following KPIs :-
o Average Handling Time (AHT)
o Conformance
o Quality
o Tardiness and Absenteeism
• Report Intervals on 30 minutes basis for the following:-
o Service level
o Received, answered and abandoned calls
o Number of agents logged in, logged out and agents using any not ready codes
• Prepare and execute weekly and monthly team meetings to discuss overall team performance.
• One to one meeting with every agent in the team to discuss monthly report with recognition for achievements and coaching for not achieved KPIs attributes.
• I was assigned to make final interviews with potential employees of offshore campaigns and report to Human Resources Manager.
• I was assigned to do test calls with potential employees of US Visa account and report to Quality Manager.

- Answered daily queries about flights, hotels and car rentals.
- Created new bookings and collect payments for flights, hotels, car rentals and packages.
- Informed the cancellation/change policy terms and conditions while creating customer’s booking.
- Call the hotel or car rental to make sure of fulfilling any special requests from the customer.
- Promote and sell new packages to customers to increase the revenue by selling, cross-selling and over-selling the products.
- Helped with canceling or changing existing bookings twice a week, and collected service fee if needed.
- Conducted 10 random follow up survey a day with customers during their travel to ascertain high level of quality and service delivery.