محمد أبو يحيى

Digital Marketing Strategy.
WordPress customization.
Content Moderation.
SEO Audit.
AdWords Campaigns.
Google Analytics.
Webmaster tool.
LinkedIn Campaigns.

• Answer customers inquiries via all available communication channels (including telephone, email, social media websites and chat) with politeness, professionalism, and in accordance with the unified guidelines pre-established by the customer experience department management.
• Responds to customer complaints with high professionalism, calmness, and understanding as an important ingredient in creating a positive customer perception towards MarkaVIP as a whole.
• Solves any received complaints and respond to the inquiries received using the tools and guidelines available, ensuring a high and consistent quality of service.
• Escalates any unsolved customer complaints and/or problems to the concerned department within MarkaVIP according to defined processes, and continuously follow-up on such, in order to provide the customer with a timely and satisfying solution.
• Educate and provide comprehensive guidance to customers on all aspects pertaining to MarkaVIP products, campaigns, and services as required, to ensure an increased customer awareness and satisfaction.
• Builds & maintains a strong relationship with customers in a manner that causes a sense of customer belonging and increased retention rates.
• Updates customer information as and when needed in a highly precise and detailed manner, thus avoiding any potential future mistakes that could negatively reflect on MarkaVIP’s customers’ satisfaction.
• Adheres to the shift schedules pre-set by the relevant authority level to avoid any interruptions that may affect the Contact Center operations, and decrease the targeted service level and key performance indicators.

Inform clients by explaining procedures, answering questions, providing information’s
• Maintain communication equipment by reporting problems.
• Improves quality results by adhering to standards and, Updating job knowledge.
• Implemented CRM systems to support management for advanced planning and utilization of business intelligence features.
• Responded to customer’s inquiries and requests for service pertaining to subscription, handset usage, invoices, bill payments, change of offers and apt market penetration.
• Provided expertise and customer service support, promoted a positive attitude and ensured adherence to company policies and code of ethics.

• Connect, disconnect and fix the subscriptions of STC’s customers by using the Customer Relationship Management (CRM) system.
• Managing the content at these websites (Ma3com, Dawri Plus, Invision and STC Mall) by using Content Management Systems (CMS).
• Sending reports on a daily basis to STC.
• Moderation strategy and optimization of all content and sites within the platform.
• Manages a team of moderators, Assigns tasks, oversees workflow, training, etc.
• Reviews content and other metrics to ensure every publisher and site is performing.
• Makes the product or editorial recommendations as needed to improve performance.
• Creates moderation guidelines and works with the moderators and product team.
• Rewriting content, headlines and choosing imagery to entice viewers.
• Moderate the Facebook, Twitter and the forums content.
• Publishing News, Women and Family articles and Publishing images and videos.
• Customer care - Live Chat Support.
• Ticketing system support.

• Solving the cases which regarded to our clients with their customers.
• Terminate the transactions by contacting the customers of our clients.
• Collecting debts and invoices.
• Dealing with the Legal department in order to solve the Legal cases which related to debts and invoices.
• Sending a translated judicial circulars and an executive lawsuit which issued from our lawyers to the defendant from our clients.


Clients for:

• Orange JO
• Jordanian Electric Power Co
• Arabic Bank
• Investment Bank
• Jordan Water Co Miyahuna

• Training and developing for the Spa Treatments to ensure service standards are being upheld.
• Business analysis reports and implements action in conjunction with Spa Manager to ensure maximum returns
• Ensured compliance with all local health and safety regulations.
• Assisted customers with all information and ensured of optimal services.
• Participated in all promotion marketing activities.
• Monitor store inventory and place purchase orders.
• Proactively schedule, supervise and conduct employee new-hire and ongoing training programs under the position's scope of supervision.