Marah Barakat

Customer Service Representative

11years of work

8years in support

4years leading teams

2.9years average tenure

Overview

Customer service and team leadership professional with experience in gaming player support and VIP account management. Managed customer escalations, improved service processes, and led teams through coaching, training, and performance tracking. Also has experience in sales coordination and mentoring within an educational environment.

Timeline

Senior Customer Service Agent and Whales Management · Senior

Babil Games · Full-Time

Feb 2020 to Present 6 Years 9 Months Amman In office

Led a small customer service team, providing coaching, support, and training to improve performance. Managed VIP/whale player communication across multiple channels, handling escalations and critical complaints with calm, professional decision-making. Implemented process improvements to reduce response time and analyzed player behavior to identify engagement opportunities and tailored offers.

Customer Service Agent · Middle

Babil Games · Full-Time

Sep 2018 to Feb 2020 1 Year 5 Months Amman In office

Provided front-line player support by troubleshooting in-game and technical issues. Coordinated with other departments to ensure timely resolution of customer problems. Maintained strong performance metrics and a high customer satisfaction rating while supporting players through sensitive cases.

Team Leader – English Department · Lead

Pioneers Academy · Full-Time

Jul 2017 to Aug 2018 1 Year 1 Month Amman In office

Managed a team of sales representatives, overseeing performance and driving customer engagement. Increased sales through mentoring and improvements to sales processes. Delivered training and regular feedback to improve staff skills, motivation, and results.

Sales Coordinator – Architectural & Interior Design · Lead

Pioneers Academy · Full-Time

Dec 2014 to Jun 2017 2 Years 6 Months Amman In office

Handled client relationships, responded to sales inquiries, and ensured coordination between departments. Prepared proposals and negotiated with clients to secure higher-value deals. Supported end-to-end sales communication to keep projects aligned with customer needs.

Arab Open University

Bachelor's Degree · Business Administration / Information Technology Path

2015 Amman, Jordan

Technical skills

Analytics

Microsoft Excel

Job preferences

Work permits: Jordan

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