Huraira أحمد

• 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.

• 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.

• 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.

• 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.

• 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.