farah Itani

• Manage and update the online product catalog to ensure accurate listings,
pricing, and product information
• Oversee online orders and fulfillment processes to ensure timely and accurate
delivery
• Update product listings across third-party platforms while maintaining
consistency and brand standards
• Create campaign collections and coordinate their communication with third
party platforms for timely launch
• Track online parcels and follow up on delays to ensure smooth delivery and
customer satisfaction
• Shortlist potential partners for the marketplace project
• Reach out and discuss the partnership with potential leads
• Manage accounts of marketplace partners

Acted as the product owner at the start of my joining the company and then assumed the position of Manager
• Set the schematics and process functions of the platform to be developed by the technical team
• Test process and fields in a timely fashion in relation with their completion
• Negotiate and finalize deals with logistics partners in Lebanon and UAE
• Negotiate and finalize deals with payments gateways in the UAE
• Negotiate and finalize deals with SMS providers
• Oversee team (account manager, customer service, logistics and ecommerce) performance, deliverables and adherence to department procedures
• Study the competition, research what new features and services they have to offer
• Oversee category management and creation, this includes allocating relative attributes
• Reach out to potential ERP partners and attend ERP proposal meetings
• Set up business module flows (warehousing, order processing, order follow up.. etc.)
• Follow up on overall platform performance and request improvements accordingly
• Closely monitor sales and submit reports accordingly
• Set up customer service channels
• Guide customer service representative to assure professionalism, customer satisfaction and ticket follow up and creation
• Draft and publish platform guide content (footers)
• Work with legal to finalize the merchant application form, edit the form with legal when needed
• Set up cross country and domestic delivery module
• Present the business to potential investors when needed

• Set up and manage the vendors account manager department
• Set up KPIs and SOPs for merchant onboarding and support
• Defined platform schematics and coordinated technical development with the
Development team.
• Tested platform features and processes to ensure timely, accurate deployment.
• Negotiated and finalized agreements with logistics partners (Lebanon & UAE),
payment gateways, and SMS providers.
• Set client service standards and oversaw performance of account management,
customer service, logistics, and e-commerce teams.
• Conducted competitive analysis to recommend new features and service
enhancements.
• Managed category creation, structure, and attribute allocation.
• Evaluated and met with potential ERP partners; supported ERP flow mapping.
• Designed end-to-end operational workflows (warehousing, order processing,
delivery, customer service).
• Monitored platform performance and coordinated technical improvements.
• Tracked sales performance and issued periodic reports.
• Established customer service channels and ensured high service quality and
follow-up.
• Drafted platform content and collaborated with legal on merchant
documentation.
• Set up cross-border logistics and domestic delivery frameworks.
• Presented the business model to potential investors when required.

• Manage, coordinate and apply the daily / weekly platform banner updates.
• Upload content and products on the platform
● Increase sales by offering alternatives to sold out products.
• Follow up on daily orders
• Coordinate, schedule and supervise every man, woman and accessories photoshoots
• Follow up on all issues and technicalities regarding the platform
• Prepare department budgets and expenditures
• Supervise and manage the delivery team
• Handle customer concerns and queries on a daily basis
• Supervise and handle the online customer support
• Prepare newsletters in compliance with the preset templates

As the supervisor, I handled the below tasks:
• Manage, coordinate and apply the daily / weekly platform banner updates.
• Upload content and products on the platform
• Coordinate, schedule and supervise photoshoots for all genders and categories
• Follow up on all issues and technicalities regarding the platform
• Reconcile courier agency invoices
• Resolve any issue with courier agencies
• Research new features and suggest implementation
• Perform quality assurance tests to new updates prior to deployment
• Prepare department budgets and expenditures
◦ Supervise and manage the delivery team and routes
◦ Handle customer concerns and queries on a daily
◦ Supervise and handle daily orders processing and fulfillment procedures
◦ Prepare weekly newsletters in compliance with the preset templates

Administrative Assistant - Chairman
As the assistant to the Chairman, I handle the below tasks
• Handle personal airline reservations
• Monitor daily bank transactions and perform monthly accounts’ reconciliation
• Prepare bank transfer letters as requested and oversee proper and timely execution
• Conduct research and present reports as assigned
• Prepare salaries of building attendants
• Create yearly building budget and collect quarterly dues
• Manage and maintain yearly maintenance contracts (renewal, rate negotiation, services rendered..etc)
• Review and renew insurance policies (vehicles, buildings and houses)
• Handle visa procedures and preparations
• Renew domestic staff legal documentation in collaboration with the employee in charge
• Prepare the Chairman’s official letters
• Maintain electronic and paper records ensuring information is organized and easily accessible

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• Handle the chairmans airline reservations
• Handle all payments and issue relative checks
• File all invoices and receipts in an orderly fashion
• Monitor daily bank transactions and perform monthly account reconciliation
• Prepare bank transfer letters as requested and oversee proper and timely
execution
• Conduct research and present reports as assigned
• Create yearly building budget and collect quarterly dues
• Manage and maintain yearly maintenance contracts (renewal, rate
negotiation, services rendered..etc)
• Review and renew insurance policies (vehicles, buildings and houses)
• Handle visa procedures and preparations
• Renew domestic staff legal documentation in collaboration with the employee
in charge
• Prepare the Chairmans official letters
• Maintain electronic and paper records ensuring information is organized and
easily accessible

Coping Officer & Executive Assistant
As an Executive Assistant, I handled the below tasks:
• Updated and Organized the Executive Director’s calendar
• Contacted international suppliers to schedule buying appointments
• Sent sell thru reports to our suppliers
• Contacted our travel agent and booked tickets in accordance to the General Manager’s buying schedule
• Oversaw proper functioning of all communication methods (phone, internet….)
• Coordinated with external technicians on needed maintenance and repair work (premises related, computer hardware, pesticide spraying….), and supervised their intervention
• Prepared budgets and implementation plans for maintenance and repairs projects requested by the Executive Director
• Handled needed maintenance purchases
• Handled the selection process (research, requirements, pricing, agreement) of the Valet Services company for the final approval of the Executive Director, and supervised the contracted valets at their post
• Supervised the Delivery Unit in their daily tasks, and organized their time plans
• Supervised the maintenance department and coordinated necessary works
• Controlled the weekly errands and transportation fees to be remunerated to the Delivery Unit staff member

As a Coping Officer, I have fulfilled many functional roles and gained a wide experience in the following areas:

Policies and Guidelines
• Prepared Store Guidebooks that contained the day to day activities and procedures to be used as reference for new and existing staff, per job function (shopkeeper, sales, cashier, shop manager).
• Assisted in compiling and finalizing the Guidebook for warehouse job functions
• Drafted the company’s Code of Conduct in coordination with the Executive Director.
• Handled the dissemination and organized archiving of policies and guidebooks
• Issued Internal Memos on behalf of the Executive Director

Inspection, Reporting and Ethics
• Listened to staff complaints, investigated the matters, and reported the incidents with my recommendations to the Executive Director for action to be taken
• Handled whistle-blowing reports received from staff, and carried out necessary investigations before implementing disciplinary procedures
• Ensured staff compliance to all policies and guidelines, and reported any violations to the concerned Section Manager as well as the Executive Director
• Set up the surveillance system and recording, and monitored their continuous proper functioning
• Carried out the retrieval of camera recording, and necessary coordination with internal parties, during ongoing investigations on theft or critical misconduct

Recruitment
• Composed job descriptions for vacant posts in coordination with Section Managers, and post job advertisements
• Conducted screening and shortlisting of applicant CVs, and first interviews with qualified candidates
• Ranked qualified candidates and forwarded them to a second interview with the concerned department head or Executive Director
• Provided initial rotation and training to new shop recruits.

Personnel Administration
• Created, maintained and updated personnel files
• Designed a Progress Report for tracking the performance and development needs of Sales staff
• Prepared monthly punctuality sheets, and presented related reports to the Executive Director
• Monitored staff overtime hours
• Monitored and managed staff monthly absences, leaves and vacation days
• Supervised departing staff’s exit and handovers, especially in case of troublesome employees

Marketing Officer (Admin tasks only)
• Co-handled the updating of content on Piaff’s Facebook page and the replying to clients inquiries
• Maintained and replenished the stock of marketing material
• Handled communications and orders with suppliers of marketing material (e.g. printing press, flower shops, magazines, VIP Card manufacturers…), in coordination with the external Graphic Designer & Executive Director
• Coordinated with the SMS broadcast providers

• Executive Support: Managed the General Managers calendar, travel,
reminders, and supplier communication; maintained and updated weekly sell
through reports.
• Policy & Compliance: Developed store and warehouse operating manuals and
drafted the Code of Conduct. Oversaw policy distribution, archiving, and
company-wide updates.
• Ethics & Inspections: Managed ethics and grievance records, conducted
investigations, performed weekly site inspections, monitored compliance, and
supervised surveillance systems.
• Personnel Management: Created job descriptions, supported recruitment,
monitored staff performance, conducted onboarding training, and managed
leave, overtime, and offboarding processes.
• Logistics & Maintenance: Coordinated delivery schedules, vehicle servicing,
vendor selection, repairs, event logistics, and managed fixed-asset inventory of
fixed assets.

• Carried out the control and preparation of received merchandise, as well as the shop-to-shop merchandise transfers, as per the Merchandise Receipt and Display procedure
• Handled the reorganization of the display stands in the shop, on daily basis and after each receipt of merchandise
• Supervised store cleanliness, and requested maintenance work when needed
• Assisted the Sales Person in advising clients and completing the sales transaction
• Handled cashier functions
• Conducted periodic physical inventory of displayed merchandise against system produced checklists, and reported missing items to the Operations Manager