Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alaa Al Kayyali

Dubai, United Arab Emirates

Summary

Experienced Account Manager with over 10 years in client servicing and account management. Passionate about building strong client relationships and delivering exceptional service. Skilled in coordinating with teams, managing social media content, and briefing creative teams to meet client goals. Possesses a keen eye for detail and talent for copywriting. Known for analytical skills, excellent communication, and a proactive approach. Proven track record of exceeding client expectations and fostering long-term partnerships.

Overview

10
10
years of professional experience

Work History

Account Manager and Content Creator

The TMRW Foundation
Dubai
07.2023 - Current
  • Collaborated with the marketing team to develop promotional materials for the company's social presence.
  • Wrote all content material across all channels.
  • Managed multiple platforms for the company while simultaneously dealing with clients.
  • Conducted market research to identify potential customers.
  • Negotiated contracts with clients to maximize profitability.
  • Drafted proposals outlining services, costs, and benefits for prospective customers.
  • Created comprehensive reports on account performance and presented them to senior management.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Analyzed client data and identified opportunities for growth.

Account Manager

Create Nation Marketing Agency
Dubai
09.2018 - 06.2023
  • Developed and maintained strong client relationships, serving as their primary point of contact.
  • Coordinated with internal teams to ensure timely delivery of client projects and services.
  • Conducted thorough assessments of client needs and developed tailored solutions.
  • Created and managed content calendars for social media campaigns, ensuring alignment with client goals.
  • Briefed creative teams on client requirements, ensuring content met brand guidelines and objectives.
  • Regularly tracked and reported on account performance metrics to clients.
  • Monitored social media trends and provided clients with insights to enhance their online presence.
  • Addressed and resolved client issues promptly, ensuring high levels of client satisfaction.
  • Assisted clients with strategic planning to help achieve their business goals.
  • Negotiated contracts and agreements to meet client needs and company objectives.
  • Conducted market analysis to identify opportunities for client growth and improvement.
  • Identified and pursued upsell and cross-sell opportunities to drive revenue growth.
  • Collected and acted on client feedback to improve service offerings and client satisfaction.

Senior Technical Support Specialist

Cupola Teleservices BPO
Dubai
10.2014 - 07.2018
  • Provided efficient technical support for Samsung products in the GCC region, managing customer queries and handling escalations.
  • Coordinated with service centers and field engineers, achieving KPIs and contributing to setting and meeting targets.
  • Handled troubleshooting for software failures through remote management and provided consultation to agents on technical issues.
  • Managed and resolved customer complaints and escalations effectively.
  • Created service requests and arranged technician visits, ensuring prompt and efficient service delivery.
  • Provided consultation and assistance to agents in resolving escalated technical issues, ensuring customer satisfaction.

Education

Bachelor of Computer Science, CIS -

Al Ghurair University, Dubai

Skills

Tools & Software

  • Monday
  • Grafana
  • Salesforce
  • Zendesk
  • Ziwo
  • Miro
  • Confluence
  • Slack
  • MS Office

Technical Skills

  • Analytical and problem-solving
  • Investigative and critical thinking
  • Excellent communication
  • Articulate listening
  • Delegation and team management
  • Ideation and copywriting

Soft Skills

  • Entrepreneurial mindset
  • Emotional intelligence
  • Empathy
  • Conflict resolution
  • Collaboration

Languages

Arabic
First Language
English
Proficient (C2)
C2

Timeline

Account Manager and Content Creator

The TMRW Foundation
07.2023 - Current

Account Manager

Create Nation Marketing Agency
09.2018 - 06.2023

Senior Technical Support Specialist

Cupola Teleservices BPO
10.2014 - 07.2018

Bachelor of Computer Science, CIS -

Al Ghurair University, Dubai

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Alaa Al Kayyali