Available to hire
I am a bilingual professional with 20+ years of international experience in customer service, sales, and client success, delivering revenue growth and enhanced customer engagement for global technology leaders such as TikTok, Twitter, Google, and Facebook. I have a proven track record of driving high-impact solutions and leading diverse teams across fast-paced, multicultural environments.
I excel in digital marketing, vendor management, quality systems, data analysis, machine learning optimization, policy development, and stakeholder engagement. I am adept at optimizing operations and implementing strategic initiatives to achieve business objectives, while fostering collaboration across in-house and vendor teams.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Language
Arabic
Fluent
English
Fluent
Work Experience
Senior Model Optimisation Specialist / Vendor Site Performance Manager at TikTok
September 1, 2024 - October 3, 2025Managed vendor site performance across multiple regions, consistently achieving SLA targets. Developed policies, guidelines, and SOPs for all markets. Delivered training programs to vendors and in-house teams to improve compliance and performance. Applied data-driven solutions to optimize headcount utilization and overcome business challenges. Collaborated with vendor leadership on performance reviews and site challenges.
Call Center Team Lead – Turkish & BLX Markets at Accenture / Google My Business
September 1, 2018 - October 3, 2025Led and managed a team of 16 agents with responsibility for hiring, training, and performance reviews. Produced regular KPI and client-satisfaction reports for Google and Accenture management. Implemented market improvement plans, motivation programs, and team development initiatives.
Senior Account Strategist / Project Manager at Google Ads (Arvato, Dublin)
March 1, 2018 - October 3, 2025Directed B2B campaigns to onboard SMEs and enterprises into Google Ads. Optimized PPC campaigns to meet and exceed client targets. Managed up to 5 team members through project lifecycles and provided weekly management reports. Served as workflow lead, assigning tasks, mentoring new hires, and improving operations.
Customer Service Rep / Workflow Lead / URL Migration Specialist at Google Ads (Arvato, Dublin)
April 1, 2016 - October 3, 2025Provided customer support for Google Ads, Analytics, and Merchant Center clients. Troubleshooted technical issues and resolved client queries to ensure satisfaction. Managed workflow allocation, SLA tracking, and team reporting. Conducted URL migration analysis and delivered recommendations to enhance efficiency.
Community Operations Analyst / SME at Facebook (CPL/Dublin)
March 1, 2015 - October 3, 2025Reviewed reported content and provided insights into global market trends. Produced weekly trend reports for MEN A, US, and UK markets. Trained and mentored new hires as SME for the Middle East market. Escalated issues to global leadership, contributing to platform safety and policy updates.
Business Development Director / ISO Systems Manager at Applied Concepts Ltd, Ireland & Middle East
September 1, 2013 - October 3, 2025Led business development initiatives and managed ISO systems to ensure compliance and process improvements across regions.
Marketing Coordinator & Events Manager at Al Ain Sports & Cultural Club
September 1, 2012 - October 3, 2025Coordinated marketing activities and events, liaising with sponsors and stakeholders to drive engagement and brand visibility.
Executive Administrator / Secretary / Transport Officer at Al Ain Sports Club
January 1, 2010 - October 3, 2025Administrative leadership supporting operations, secretarial tasks, and transport coordination.
Administrative Secretary at Al Ain Sports Club
January 1, 2008 - October 3, 2025Administrative support and secretarial duties within the club.
Sales Manager at Big Star Wearing Trade (Hajjo Rifai Group), Syria
January 1, 2004 - October 3, 2025Led sales activities and client engagement in the regional market.
Professional Basketball Player
January 1, 2005 - October 3, 2025Competitive athlete; coaching experience in soccer and youth development. Available for collaboration upon request.
Senior Model Optimisation Specialist / Vendor Site Performance Manager at TikTok
September 1, 2024 - October 3, 2025Managed vendor site performance across multiple regions, consistently achieving SLA targets. Developed policies, guidelines and SOPs for all business markets. Delivered training programs to vendors and in-house teams to improve compliance and performance. Applied data-driven solutions to optimize headcount utilization and overcome business challenges. Collaborated with vendor senior management on performance reviews and site challenges.
Partner Manager at Twitter (Market Star)
January 1, 2021 - October 3, 2025Built and maintained a portfolio of MEN A clients, serving as the primary point of contact. Used SalesForce CRM for client prospecting, tracking, and reporting. Developed tailored CPC, CPA, CPM and ROAS digital marketing strategies. Achieved client acquisition and retention targets through consultative solutions.
Call Center Team Leader – Turkish & BLX Markets at Accenture / Google My Business
September 1, 2018 - October 3, 2025Led a team of 16 agents with responsibility for hiring, training, and performance reviews. Produced regular reports for Google and Accenture management on KPIs and client satisfaction. Implemented market improvement plans, incentive programs, and team development initiatives.
Project Manager / Senior Account Strategist at Google AdWords (Arvato, Dublin)
March 1, 2018 - October 3, 2025Directed B2B campaigns to onboard SMEs and enterprises into Google Ads. Optimized PPC campaigns to meet and exceed client targets. Managed up to 5 team members through project life cycles and reported to management weekly. Served as workflow lead, assigning tasks and mentoring new hires.
Customer Service Rep / Workflow Lead / URL Migration Specialist at Google AdWords (Arvato, Dublin)
April 1, 2016 - October 3, 2025Provided customer support for Google AdWords, Analytics, and Merchant Center clients. Troubleshot technical issues and resolved client queries to ensure satisfaction. Managed workflow allocation, SLA tracking, and team reporting. Conducted URL migration analysis and delivered recommendations to enhance efficiency.
Community Operations Analyst / SME at Facebook (CPL/Dublin)
March 1, 2015 - October 3, 2025Reviewed reported content and provided insights into global market trends. Produced weekly trend reports for MEN A, US, and UK markets. Trained and mentored new hires as SME for the Middle East market. Escalated issues to global leadership, contributing to platform safety and policy updates.
Business Development Director / ISO Systems Manager at Applied Concepts Ltd
September 1, 2013 - October 3, 2025Led business development activities and ISO systems management across Ireland and the Middle East.
Marketing Coordinator & Events Manager at Al Ain Sports & Cultural Club
September 1, 2012 - October 3, 2025Coordinated marketing activities and events; supported brand and communications initiatives in the UAE market.
Executive Administrator / Secretary / Transport Officer at Al Ain Sports Club
January 1, 2010 - October 3, 2025Administrative support, secretarial duties and transport coordination.
Administrative Secretary at Al Ain Sports Club
December 31, 2008 - October 3, 2025Administrative secretarial work supporting club operations.
Sales Manager at Big Star Wearing Trade (Haijo Rifai Group)
December 31, 2004 - October 3, 2025Managed sales activities in Syria; drove growth and client relationships.
Professional Basketball Player / Coach at Self-Employed
January 1, 2005 - October 3, 2025Professional basketball player; coaching experience in soccer; available on request.
Education
Diploma in Marketing, Level 7 at Al Baath College
January 1, 2002 - January 1, 2004Digital Marketing Certificate at National College of Ireland
January 1, 2013 - January 1, 2014Economics (1 year complete) at Syria
January 1, 2001 - January 1, 2001Baccalaureate (High School) at Homs, Syria
January 1, 1999 - January 1, 1999Supervisory Management Skills at FETAC
January 11, 2030 - October 3, 2025Communications Skills at FETAC
January 11, 2030 - October 3, 2025IT & IT Service Management at SMCE
January 11, 2030 - October 3, 2025QHSE Management System at PMCI
January 11, 2030 - October 3, 2025ISO Internal Auditor at PMCI
January 11, 2030 - October 3, 2025Quality Management at PMCI
January 11, 2030 - October 3, 2025Diploma in Marketing (Level 7) at Al Baath College
January 1, 2002 - December 31, 2004Digital Marketing Certificate at National College of Ireland
January 1, 2013 - December 31, 2014Economics (1 year completed) at Syria
January 1, 2001 - December 31, 2001Baccalaureate (High School) at Homes, Syria
January 1, 1999 - December 31, 1999IT & IT Service Management at SMCE
January 11, 2030 - October 3, 2025QHSE Management System at PMCI
January 11, 2030 - October 3, 2025ISO Internal Auditor at PMCI
January 11, 2030 - October 3, 2025Quality Management at PMCI
January 11, 2030 - October 3, 2025Qualifications
AI Essentials: Risks & Compliance
January 1, 2025 - October 3, 2025Google Adwords Fundamentals
January 1, 2015 - January 1, 2015IT Ethics, Green IT, IT Service Management
January 1, 2009 - January 1, 2009Salesforce CRM Proficiency
January 11, 2030 - October 3, 2025Introduction to Quality Management
January 1, 2009 - January 1, 2009eBay Store Management
January 1, 2013 - January 1, 2013ISO Internal Auditing
January 1, 2010 - January 1, 2010Microsoft Office
January 11, 2030 - October 3, 2025Adobe Photoshop, Dreamweaver, Flash MX, FrontPage
January 11, 2030 - October 3, 2025Supervisory Management Skills (FETAC 6)
January 11, 2030 - October 3, 2025Communications Skills (FETAC 5)
January 11, 2030 - October 3, 2025AI Essentials: Risks & Compliance
January 1, 2025 - October 3, 2025Google AdWords Fundamentals
January 1, 2015 - December 31, 2015IT Ethics, Green IT, IT Service Management – SMCE
January 1, 2009 - December 31, 2009Introduction to Quality Management – PMCI
January 1, 2009 - December 31, 2009eBay Store Management
January 1, 2013 - December 31, 2013ISO Internal Auditor – PMCI
January 1, 2010 - December 31, 2010Microsoft Office
January 11, 2030 - October 3, 2025Adobe Photoshop
January 11, 2030 - October 3, 2025Industry Experience
Media & Entertainment, Software & Internet, Professional Services, Education
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
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