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تم إلغاء حظر المستخدم بنجاح
Huraira أحمد, ODC Operations Lead

Huraira أحمد

ODC Operations Lead·Deliveroo

قطر

بكالوريوس, Business Administration

الخبرة العملية

مجموع سنوات الخبرة: 6 سنوات, 5 أشهر

ODC Operations Lead

ديسمبر 2025 - حتى الآن

Deliveroo

الدوحة، قطر هجين

ديسمبر 2025 - حتى الآن

• Network Portfolio Management: Oversee operational excellence for 100+ ODC retail
partners, ensuring 100% adherence to platform service level agreements (SLAs).
• KPI Optimization: Consistently maintain a 90% achievement rate against quarterly
operational targets, focusing on scalability and partner growth.
• Fulfillment & Accuracy: Maintain 99%+ fulfillment accuracy by monitoring real-time
delivery metrics and executing proactive follow-ups on order rejections and
cancellations to minimize lost Gross Merchandise Value (GMV).
• Quality Assurance (B10 & OG): Conduct daily audits of B10 (Missing/Damaged
Items) and OG (Order Grab/Availability) performance, performing root-cause analysis
to reduce error rates.
• Operational Readiness: Monitor and enforce Opening OH (Operating Hours)
compliance across the 70+ partner network to maximize platform uptime during peak
demand periods.
• Partner Training & Development: Upskilled 15+ Tier-1 retail partners on backend
tools and SOPs, achieving a 100% reduction in avoidable order cancellations.
• Conversion Growth: Optimized digital product catalogs and menu architectures,
driving a 10% increase in customer conversion rates through improved searchability.
• Strategic BRM: Manage partner relationships through structured Business
Relationship Management (BRM), coordinating with Logistics and Support to resolve
fulfillment bottlenecks.

مجال الشركة:
المطاعم وخدمات الطعام
الدور الوظيفي:
الإدارة

Operations Coordinator

أكتوبر 2023 - نوفمبر 2025

Baladi Express

الدوحة، قطر

أكتوبر 2023 - نوفمبر 2025

• Workforce Management: Directed daily operations for a cross-functional team of
120+ staff, synchronizing workflows across logistics, fulfillment, and last-mile delivery.
• Regional Leadership: Spearheaded a remote customer service department in
Egypt, implementing standardized QA frameworks and KPI tracking to ensure service
excellence.
• Conflict Resolution: Managed the resolution of 100+ escalated customer
grievances weekly, maintaining a 95% resolution rate and driving a 30% increase in
CSAT scores.
• SLA Compliance: Guaranteed 98% SLA adherence by implementing automated
monitoring of response times, order processing speeds, and service delivery
performance.
• Process Engineering: Deployed process improvement initiatives that streamlined
fulfillment workflows, significantly reducing operational bottlenecks and manual
errors.
• Human Capital Operations: Led the end-to-end onboarding and recruitment for
100+ employees, digitizing documentation to achieve a 25% reduction in
administrative errors.
• Cross-Functional Synergy: Coordinated directly with Warehouse Management
Systems (WMS) and Fleet teams to optimize delivery routes and inventory turnover.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
إدارية

Quality Control & Complaints Specialist

ديسمبر 2022 - سبتمبر 2023

Baladi Express

الدوحة، قطر

ديسمبر 2022 - سبتمبر 2023

• Quality Assurance Framework: Established and monitored fulfillment standards,
ensuring 100% compliance with internal protocols and Qatars regulatory
requirements.
• Error Mitigation: Conducted systematic Root Cause Analysis (RCA) on failures,
implementing Corrective and Preventive Actions (CAPA) that reduced recurring
errors by 80%.
• Pre-Dispatch Auditing: Performed high-velocity quality control inspections on
outbound orders, maintaining a near-zero defect rate prior to last-mile handover.
• Operational Precision: Recognized for precision in high-volume operations,
receiving the Eagle Eyed Award (2023) for maintaining the highest accuracy rating
in the department.
• Process Standardization: Drafted and updated Standard Operating Procedures
(SOPs) for the warehouse and dispatch teams to streamline quality checks.

مجال الشركة:
البيع بالتجزئة وبالجملة

Sales & Marketing Specialist

سبتمبر 2022 - نوفمبر 2022

Al Baladi Holding

الدوحة، قطر

سبتمبر 2022 - نوفمبر 2022

• Dark Store Strategy: Synchronized promotions with Stock on Hand (SOH)
availability, boosting product turnover by 22% and reducing out-of-stock (OOS)
occurrences.
• Data Monetization: Analyzed 1, 000+ daily transactions to align marketing
promotions with inventory, increasing product turnover by 22% and campaign ROI by
15%.
• ROI Optimization: Improved marketing campaign performance and ROI by 15%
through data-driven analysis and performance tracking.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
المبيعات

Pakistan Sales Team Lead

فبراير 2020 - أغسطس 2022

Mars BPO & RNS Global

روالبندي، باكستان

فبراير 2020 - أغسطس 2022

• Performance Leadership: Directed a high-performing sales team to exceed monthly
KPIs, achieving 110% of targets through structured performance coaching and
CRM-driven insights.
• Quality Assurance (QA): Monitored and audited 1, 000+ interactions monthly to
ensure strict adherence to quality standards and regulatory compliance protocols.
• Talent Development: Implemented a data-backed feedback loop and training
framework, resulting in a 20% improvement in team conversion rates and service
quality scores.
• Operational Reporting: Leveraged CRM data to generate performance analytics,
optimizing agent productivity and identifying bottlenecks in the sales funnel.

مجال الشركة:
التسويق عبر الهاتف

التعليم

COMSATS University

يناير 2022

يناير 2022

بكالوريوس، Business Administration

باكستان

المعدل التراكمي (نقاط): 3 من 4

المعدل التراكمي (نقاط): 3 من 4

Skills

E COMMERCE
Intermediate
E COMMERCE
Intermediate
KPI REPORTING
Intermediate
KPI REPORTING
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
ON DEMAND MULTICAST ROUTING PROTOCOL ODMRP
Intermediate
ON DEMAND MULTICAST ROUTING PROTOCOL ODMRP
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
ORDER FULFILLMENT
Intermediate
ORDER FULFILLMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
USER EXPERIENCE UX
Intermediate
USER EXPERIENCE UX
Intermediate

اللغات

الانجليزية

اللغة الأم

الأوردو

اللغة الأم

العضويات

Delivery

Operation Lead

December 2025

التدريب و الشهادات

الشهادات
Operations Strategy for Business
Lean Foundations & Business Process Improvement
CSCMP
Six Sigma
Operations Management Professional Certificate
Entrepreneurship in Emerging Economies

الهوايات والاهتمامات

learning