Mahmoud Sammour

Business Development Leadership:

• Led diverse team of 6 Arabs and 8 Chinese, boosting revenue to $2 million through strategic user interactions, both within and outside project.
• Uplifted daily active users to 100,000 and increased daily paying users to 1,500.

Team Coaching and Recruitment:

• Conducted interviews and collaborated with HR to recruit and coach team members, ensuring solid understanding of business goals.

Policy Formulation:

• Formulated comprehensive policies for VIP users, Family leaders, content creators, and resellers, fostering sustainable growth.

Event Strategy and Monitoring:

• Strategized and monitored events, gauging their impact on player retention and revenue.

Localization and Market Expertise:

• Collaborated with product team, localizing app for GCC and other Arab regions, incorporating user feedback for continuous improvement.

Risk Control Collaboration:

• Assisted risk control team in identifying and countering threats, leveraging data analysis for secure environment.

Marketing Strategy and Content:

• Supported marketing team, offering insights for user-attractive content and contributing to quality for marketing videos.

User-Centric Research:

• Orchestrated extensive user research with 300 interviews, gaining insights into preferences and payment behaviors.

Moderation Rules and Compliance:

• Guided moderation team in formulating comprehensive violation rule-book.

Technical Issue Resolution:

• Played pivotal role in identifying and resolving technical issues, ensuring project's seamless functioning.

• Top Agent In family department and highest KPI
• Trainer for 10 employees and for current employees in case mistakes happens
• Team leader of hunting projects to invite other content creators and supporters from other competitive applications
• Management Meetings spokesman and one who discusses issues and how to solve it on behalf of family department
• Operation team meetings spokesman
• Family expansion project Team leader (biggest project in department), increasing number of VIPs by 30% and content creators by 35% to join family system in BIGOLIVE
• Create working schedule for whole operation team and distribution of workload
• Suggesting new ideas and projects to team
• Temporary Team lead
• Managed top 50 families in BIGOLIVE of middle east.

• Responsible for communicating with families, and helping to improve quality of live streaming of broadcasters, supporters and family leaders
• Responsible for daily communicating with family leaders
• Localize BIGO-live work
• Helping with creating new family events
• Develop new business with existing and new families
• Assist Chinese team to deliver ideas and solutions well
• Keeping management informed of status of group’s accounts, problems, plans, and meetings, as well as involving
• Management personnel at key times
• Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals

• Answer all incoming calls for Egypt Amazon shop up to 120 calls daily.
• Processing returns by following company policies and procedures
• Answering customer questions about products and services using knowledge of in-depth product knowledge or technical computer skills
• Interpreting and communicating policy changes to customers in way that helps them understand why policies were changed
• Providing information about status of order or shipment, processing returns, and answering questions about shipping rates
• Or methods
• Receiving and processing orders for products or services from customers via phone, email, live chat, or other communication
• Platforms
• Providing information about products or services via email or social media channels such as Facebook or Twitter
• Handling customer complaints regarding orders that were damaged or incorrect

Swat Customer service: (Project)

Handling calls from all over the MENA region up to 200 calls daily.

. Handling calls for UK Amazon shop

. Processing different systems (UAE system, SA system, Egypt system) in MENA region

. Help reduce the calls pressure in every region in case of overflow

. Train new employees on how to answer calls and how to deal with customers inquiries

• Answer all incoming calls efficiently and accurately
• Research and resolve policyholder issues relation to deductions and funding
• Offer member alternative, future payment methods when necessary
• Identify and maximize referral opportunities
• Handle escalation calls and drive resolution - KPI evaluation:
• Top agent for 3 consecutive months
• Trainer for any new member joining team
• team guidance if leader isn’t on shift