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ibrahem chetoos, Account Manager

ibrahem chetoos

Account Manager·Waho Live Streaming App

Egypt

Bachelor's degree, Administration And Business Administration

Work experience

Total years of experience: 7 years, 3 months

Account Manager

June 2025 - March 2026

Waho Live Streaming App

Cairo, Egypt •Hybrid

June 2025 - March 2026

• Increased agency performance by 25% through growth strategies.
• Managed stakeholder relationships and partner retention.
• Prepared operational reports and coordinated service requests.
Company industry:
Entertainment

Account Manager (ACM)

January 2025 - March 2026

Waho Live Streaming App

Cairo, Egypt •Hybrid

January 2025 - March 2026

• Increased agency operational performance and engagement levels by 25% through performance monitoring, strategic
follow-ups, and tailored growth plans for partner agencies
• Managed acquisition and onboarding of new agencies to expand the application partner ecosystem and increase
platform presence in target markets
• Maintained continuous communication with agency partners to strengthen relationships and ensure long-term business
cooperation
• Analyzed agency performance data and proposed improvement strategies to support revenue growth and operational
efficiency
• Acted as the main point of contact for agency partners to resolve operational challenges and coordinate internal
support when required
Company industry:
Entertainment

Customer Support Team Leader

January 2024 - May 2025

DramaBite App

Cairo, Egypt

January 2024 - May 2025

• Led frontline operations across chat, email, and social media handling 100, 000+
interactions.
• Managed queue performance, workload distribution, and SLA compliance.
• Handled escalations, complaints, and service recovery initiatives.
• Conducted coaching sessions, onboarding, and team performance reviews.
• Reduced response time by 35% through workflow optimization.
Company industry:
Entertainment

Customer Service

September 2021 - May 2025

MICO Company (Yoho App)

Cairo, Egypt

September 2021 - May 2025

• Maintained a customer satisfaction rate exceeding 97% while resolving more than 90, 000 user support tickets across
chat and voice support channels
• Handled daily user inquiries, complaints, and technical issues related to the application and user interactions on the
platform
• Provided dedicated support for VIP users by monitoring accounts, resolving platform issues, and maintaining high
service standards
• Supported the launch preparation of Chatchill App by assisting in building support procedures and training new
customer service agents
• Shared operational knowledge and guidance with new agents to support team readiness and maintain service quality
standards
Company industry:
Entertainment

Customer Service Specialist

January 2021 - January 2025

MICO

Cairo, Egypt

January 2021 - January 2025

• Resolved 90, 000+ tickets while maintaining 97% CSAT.
• Supported omnichannel customer communication and escalated issue resolution.
• Built workflows for new product launch and maintained SOP compliance.
Company industry:
Entertainment

Partner Support Specialist

January 2021 - January 2022

ELMENUS

Cairo, Egypt

January 2021 - January 2022

• Improved partner response efficiency by 20%.
• Resolved backlog of 250+ delayed tickets within 72 hours.
Company industry:
Food & Beverage Production

Partner Support

January 2021 - September 2021

Elmenu

Cairo, Egypt

January 2021 - September 2021

• Improved partner operational response efficiency by 20% through faster ticket handling and clearer communication
with restaurant partners
• Managed partner support ticket queues and ensured accurate resolution of restaurant-side rejected orders and service
requests
• Provided real-time operational assistance to delivery runners and restaurant partners to ensure smooth platform
operations
• Strengthened communication channels with restaurant partners to improve order management processes
• Supported the operational team in resolving high volumes of support cases while maintaining service accuracy
Company industry:
Catering, Food Service, & Restaurant

Web Chat Customer Service

January 2020 - January 2021

Talabat (Teleperformance Egypt)

Cairo, Egypt

January 2020 - January 2021

• Maintained top 3 CSAT scores for 4 consecutive months by delivering consistent and accurate support through live
chat communication channels
• Responded to customer inquiries related to orders, delivery status, and application usage through live chat support
• Handled service requests and order processing while maintaining high response accuracy and professional
communication
• Supported high-volume seasonal campaigns such as Black Friday and Ramadan peak periods with consistent service
quality
• Coordinated with internal teams to escalate complex issues and ensure fast resolution of customer complaints
Company industry:
Catering, Food Service, & Restaurant

Web Chat Customer Service

January 2020 - January 2021

/ Teleperformance

Cairo, Egypt

January 2020 - January 2021

Ranked Top 3 in CSAT for 4 consecutive months.
• Supported large-scale campaigns while maintaining service quality.
Company industry:
Call Centers & Customer Care Outsourcing

Customer Service and Sales

January 2019 - January 2020

B.Tech (Exceed Company)

Cairo, Egypt

January 2019 - January 2020

• Improved customer purchase conversion and service satisfaction by 18% through effective communication and
product support
• Handled customer inquiries related to product features, purchasing procedures, and after-sales support services
• Assisted customers in selecting suitable products and completing purchase requests according to company procedures
• Maintained accurate documentation for customer requests and sales transactions
• Provided guidance to new agents on customer interaction standards and service procedures
Company industry:
Consumer Electronics

Education

Suez Institute for Administrative Information Systems

January 2024

January 2024

Bachelor's degree, Administration And Business Administration

Egypt

GPA (rating): Very good

GPA (rating): Very good

Suez Institute

January 2015

January 2015

Higher diploma, Administration And Information Systems

Egypt

Suez Institute for Administrative Information Systems

September 2013

September 2013

Bachelor's degree, Administrative Information Systems

Egypt

Suez Institute for Administrative Information Systems

January 2013

January 2013

Diploma, Systems

Egypt

Skills

CUSTOMER SERVICE

Intermediate

LEADERSHIP

Intermediate

COMPLEX PROBLEM SOLVING

Intermediate

ONLINE COMMUNICATION

Intermediate

PROCESS IMPROVEMENT

Intermediate

COMPUTER PROGRAMMING

Intermediate

SALES

Intermediate

WAREHOUSING

Intermediate

OPERATIONS

Intermediate

INVENTORY CONTROL

Intermediate

BUSINESS PROCESS IMPROVEMENT

Intermediate

ESCALATION MANAGEMENT

Intermediate

KPI REPORTING

Intermediate

MEDIA MANAGEMENT

Intermediate

SERVICE LEVEL AGREEMENT

Intermediate

SERVICE QUALITY MANAGEMENT

Intermediate

TEAM LEADERSHIP

Intermediate

COORDINATING

Intermediate

COST ACCOUNTING

Intermediate

CROSS FUNCTIONAL COLLABORATION

Intermediate

CUSTOMER ENGAGEMENT STRATEGY

Intermediate

ISSUE TRACKING

Intermediate

LIVE STREAMING

Intermediate

OPERATIONAL EFFICIENCY

Intermediate

WHATSAPP

Intermediate

Social profiles

Languages

Arabic

Native Speaker

English

Expert

Training and Certifications

Training
account management
Waho live
Jun 2025
customer support Leadership
MICO WORLED COMPANY
Sep 2021

Hobbies and interests

music playstation martial arts