Recalls Risk manager
Amazon
Total years of experience :13 years, 6 Months
Recalls PM Lead and manage CI projects to lower churn by continuously improve processes to meet PR, Legal, Selling partner, consumers’ expectations relating to Amazon’s Recall tasks and sub-tasks, setting the right processes in place, this can be achieved in cooperation
with PSCOPs team. i.e Bi-weekly projects review mechanism and/or driven by the program manager.
Maintaining Program metrics health monitor and keep track of recalls metrics (SLA Suppression + PCM). Representing and reporting metrics
to leadership thorough different platforms i.e WW WBR, MBR, QBR platforms and keep following up on the PTG with related teams in
case of non-adherence to SLA, this also includes Leading program metric discussions, work with technical (Machine learning opportunities, ARNOLD developments) and non technical teams to elevate the program
efficiency.
Recalls PM is responsible to introduce, review and develop Recalls policies: meaning, making sure that Recall policies are in alignment with WW and
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Regional direction and complying with regulations and business needs, communicating the policies and ensure that those policies are translated into processes, Recalls PM ensure that policies are developed and processed accurately, timely, and complete to ensure customer safety, adherence with EU laws and regulations, and Amazon financials.
Escalations management, Recalls PM Lead and manage escalations and appeals through performing risk assessment and impact analysis for recalls escalations driven from the org and operations team. This includes Anticipating bottlenecks, manage high impact business cases (that can reach up o 5M EUR/case) and reduce impact on business if possible.
Support WW teams that includes but not limited to PSC Recalls,
SPX teams in a) WW standardization discussions i.e Private brands recalls, PCM SLA target, target calculations. b) WW Metrics discussions,
HC per Safety Programs. c) WW Product expansions i.e RLS.
(4) WW Marketplace expansions i.e BE marketplace launch and (5) EU expansion projects i.e JADOO.
Duties :
• Controlling of airfreight operational processes to ensure optimal "work flow" structure is implemented.
• Managing the root cause analysis and support of the airfreight organization
in regard to the operational KPI's.
• Oversight of customer implementation projects ensuring a smooth on
boarding process.
• Acts as the technical escalation for complex system issues/challenges
and provides resolution.
• Evaluating and ensuring that appropriate infrastructure is in place for
business growth (when committed business in on board) and when staff
fluctuations occur
• Act as Logistics E-commerce Solutions manager and drive overall leadership
and accountability for strategy related to the digitalization development and
support, and is cross functional across the Marketing and Airfreight business
fields.
Achievements :
• Off-shoring operational tasks projects: Successfully reduced operational workload by 0.4 FTE during Q1, 2019.
• Auo-FSL and indexing :Achieved a high rate of automatic file closure percentage (from 45 % to 70%) over 6 months: innovatively implemented lean tool using DMAIC Methodology and other quality strategies that identified and helped to overcome draw backs in Financial/operational process.
• Internal process and lead time improvements: Designed internal sales/Air Operations team SOP’s.
• KN digital assets initiative: improved YOY booking rate around 48.6% ( 37/55 bookings in APRIL 18/19).
• Paperless and Automation: led automation projects that saved around 2400 printed paper per shipment/ month, total cut off courier/admin costs and improved billing data quality.
• Business Cases creations: conducted periodical business cases to improve day-to-day workflow and reduce operational waste i.e headphones, transparent file, printer location, system setups that aligned with management and key stakeholders.
• Smart lean team: part of lean team in Kuehne + Nagel Egypt that designed several initiatives i.e front-back desk, billing desk, customer on-boarding
Facilitates the execution of the Cairo & Istanbul ACES support and solution strategy through leading Gemba program at a site level, supporting local sit management through running multiple local continuous improvement initiatives that aims to improve processes.
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PSAS ACES Program Manager (Cairo, Virtual contact center Istanbul sites) Amazon
To: Jan 2022
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Supports process improvement projects at the network level that have a local/global impact.
During Q1, 2020 till Q3, 2020 led a WW KTR audit project that aims to Improve the productivity and performance of the Kaizen team representative which led to improving the program overall quality
i.e Reducing duplicates, improve program SLAs, Training and development of the team members and best practice is implemented within the organization as BAU.
Coaches and trains management, SPS Associates and project teams on ACES concepts and methodologies.
Work with Ops team to performs analysis of key process indicators to identify opportunities for process improvement.
Demonstrates discretion in coordination of project scoping and selection to align with business objectives.
Duties :
• Support the management with the analysis reports necessary for Incentive
Payout of the sales team and performance management.
• Provide the company's management with Country performance analysis and
create suggestions for strategic and operational improvements and changes.
• Support the sales development channels to advance a company's sales efforts.
• Training staff in CRM systems and Mapping.
Achievements :
• Acted as Marketing & Sales Manager for Half year successfully managing the
Sales team’s performance, hiring and target agreements.
•Delivered high quality trainings for management, sales team and business
developers.
• Led Successful CRM management system implementation (CORELOG)
in Egypt - 2015.
• Successful performance in acting as Sub-regional CRM Manager/ Q4 2016
covering ( Egypt, Jordan& Israel) and managing the target agreement
process for the offices.
• Provided high level of coaching to the sales trainees excellently which helped
Them in achieving their targets.
• Provided regular appropriate performance reporting to the Sales Team &
Management, including analysis on how and where to improve
Effectiveness.
Duties:
• Mapping New Customers Portfolio
• Carry out the marketing activities in the company.
• Ensure that Erosion Management Systems Reports are updated WEEKLY and
Figures are updated as per the monthly to increase customer retention.
• Support sales organization with performance reports.
• Handling customer complaints.
• Act as Sales support (if needed).
Achievements :
• Used data analytical and modelling tools that supported company’s
Operational Improvements and changes.
• Led the data integration/digitalization project team successfully in Egypt
and the achievements were recognized regionally.
• High level of support and timely results that led to a correct and on-time
Incentive Payout of the sales team & Reefer business developers on a quarterly
basis.
• Excellent coordination of the marketing requests /campaigns across company’s
Departments.
• Act as Sales manager’s support in handling the top customers regarding
quotations and Customer service.
One Month in Petroleum business industry, Several Departments
2 Month holiday internship (imports department at cargo village &
Loading department at runway)
Doctorate in business Administration Thesis title: The impact of implementing Lean strategy on improving customer retention rate
Post graduate College Of International Transport & Logistics Master Degree International Transport & logistics – (English Section)
B.s.c Degree International Transport & Logistics (English Section) •Grades: 3.02 (very good) Ranked 4th student February 2009 Graduation project: Supply chain management in EZZ steel Graduation project grade: A+