Samer sarhan

Review and moderate text, images, videos, and user profiles across social platforms; identify and escalate harmful or policy-violating content and meet daily review targets with high accuracy.

Managed high volumes of inbound calls, assessed customer needs, and built sustainable relationships to achieve satisfaction and retention goals.

Contacted leads and followed up on customer needs to achieve sales targets while coordinating with other departments to improve customer satisfaction.

Identified security and user-data violations per policy guidelines to maintain platform integrity and keep stores malware-free.

Provided technical support via chat, WhatsApp, phone, and social platforms to webstore owners resolving integration and platform issues.

Identified hiring needs, developed job descriptions and specifications, and sourced candidates via databases and social media to fill open roles.

Supervised contact center operations and met monthly KPIs for customer satisfaction, quality, and productivity through coaching and performance management.

Handled incoming calls from high-value customers and promoted services using upselling and cross-selling to increase revenue and satisfaction.

Led, supervised, and motivated an outbound call center team to achieve individual and team KPIs and drive performance improvements.

Bachelor of Arts in Management Information Systems from The Hashemite University (2002–2006), focusing on information systems and business processes.