عمر عبد المنعم نجيب

Drove revenue growth managing Tier-1 telecom operator partnerships across MENA, overseeing sales strategy, revenue
forecasting, and budget planning.
• Architected growth plans aligning DCB and VAS solutions with telecom partnerships across MENA, exceeding monthly
revenue targets of $300K-$800K.
• Negotiated high-level commercial agreements with digital content providers and telecom partners, securing 6-7 figure
annual contract values and increasing renewal rates by 20%.
• Deployed performance analytics and implemented targeted retention and upsell strategies, achieving a 12-18% ARPU
increase.
• Introduced optimized pricing models through partner analysis and user insights, generating $50K-$100K+ per month in
incremental revenue.
• Collaborated with a team of 5 and telecom partners to align on high-performing campaigns, improving transaction
success rates.
• Uncovered 5 new revenue opportunities through market research, cold outreach, and digital trend analysis, converting 3
into active pipeline deals.

• Restructured agency tier framework, aligning incentives and revenue-sharing models with partner output, delivering a
20% revenue increase, 20% agency activation lift, and 15-25% creator retention improvement.
• Drove a 22% increase in ARPU within the Turkish market by implementing targeted in-app promotional campaigns
focused on live-streaming challenges and gifting competitions.
• Redesigned the agency onboarding framework — introducing structured training sessions and standardized activation
milestones — achieving a 25-35% improvement in new partner activation rates.

• Spearheaded creator ecosystem expansion into 6 new markets across North Africa and GCC through targeted client
acquisition, scaling live-streaming revenue by $150K and generating 20% regional growth.
• Streamlined the agency onboarding process by implementing performance benchmarks and onboarding support,
reducing time-to-activation for new partners.
• Leveraged AI-driven analytics to personalize content timing and audience targeting, boosting engagement 25% and
improving monetization ROI by 18%.

• Scaled a partner portfolio from ~50 to 350+ accounts across MENA and Turkey over 3+ years, owning lead generation
and stakeholder engagement, and raising partner productivity 20% through structured B2B programs.
• Secured a 95% contract renewal rate by leading Quarterly Business Reviews (QBRs), executive relationship
development, and strategic account planning.
• Pioneered a referral program that incentivized users to collaborate with new content creators, leading to a 30%
expansion in user-generated content and a 35% reduction in CAC.
• Mentored 6 junior account managers and created structured training materials on pipeline management, QBR
preparation, and partner engagement, accelerating team ramp-up across MENA and Turkey.

1-Handling technical support and support-related questions:
Managed a high volume of technical queries, maintaining a 95% customer satisfaction rating.
Improved a streamlined process for resolving complex technical issues, reducing resolution time by 20%.

2-Providing prompt, reliable, and accurate information:
Analyzed a knowledge-sharing initiative that improved team efficiency, resulting in a 15% reduction in average call duration.

3-Adapting to Phone Quality Standards:
Led the charge in adapting to client requirements, resulting in a noteworthy 10% improvement in phone quality standards, exceeding industry expectations and bolstering customer satisfaction levels.
Conducted regular training sessions for team members to ensure consistent adherence to quality standards.

4-Achieving personal and site KPIs:
Exceeded personal KPIs by maintaining a 98% customer issue resolution rate.
Ordinated to the sites overall success by surpassing team targets, resulting in recognition for outstanding performance.

1-Maintaining quality control/satisfaction records:
Established and implemented a comprehensive quality control system with regular audits, leading to a 25% reduction in customer complaints.
Initiated regular customer feedback surveys, leading to actionable insights and continuous service improvements.

2-Providing information and support to agents:
Conducted comprehensive training sessions for agents, resulting in a 20% decrease in customer service response times.
Developed a resource guide for agents, ensuring consistent and accurate information dissemination.

3-Handling escalation calls:
Deescalated challenging customer situations, resulting in a 25% reduction in supervisor intervention requests.
Established a protocol for handling escalated calls, contributing to a more efficient resolution process.

1-Advise the customers what service or product would be appropriate for their requirements
2-Develop a service-oriented and performance driven culture by ensuring that all service quality targets are met at all times
3-Monitor service quality indicators and take corrective measures to ensure highest level of customer satisfaction
4-Ensure all problems/complaints/queries are handled quickly, efficiently and tactfully
5-Resolve escalated customer complaints and ensure timely resolution of the same