Amazon.com
Total years of experience :26 years, 10 Months
(4yr and 6 months)
Project Management:
•Create, lead and manage all aspects of a project, including project planning, communication, scheduling, budget management, issue and risk tracking from ideation to delivery.
•Establishes responsibility for assigned project/s tasks/milestones
•Ensure project plans are monitored and owners deliver according to planned actions and any constraints: Coordinate implementation of actions as identified by stakeholders, and track and monitor progress to plan - time, cost, resource, benefits
•Make recommendations for changes/adaptations to project plans in response to changing data or conditions
•Managed multiple, concurrent projects involving cross functional groups, from planning, coordination, risk mitigation, and drive those projects through to deployment
•Prepares cost estimates and develops proposals for all changes requested that affect the project
•Provide management visibility into project progress, while supporting effective decision-making, approvals, and direction
•Responsible for developing and streamlining procedures across department
•Responsible for continuous cost reduction, process improvement and problem resolution
•Strong knowledge of Ecommerce Order Management and Content Management
•Working knowledge of eCommerce Supply Chain Management
•Understanding of warehousing, transportation, customs clearance fundamentals
Account Management:
•Experience of working with companies in High-tech and CPG industries across UAE, KSA and Kuwait.
•Streamlines client onboarding for the company and Key Account Manager for business clients like - Landmark Group, Emirates NBD Bank, RAK Bank, Virgin Mobile, du Telecome, Sharaf DG, Axiom Telecom, Sporter.com, The Luxury Closet, AlDeals.com, Roda Elite Club Hotels and many more
•Reports periodically business performance, status and trends to assigned account
•Deliver presentations and effectively articulate pros and cons, facts and figures, and broad business topics to management, employees, peers, vendors and clients
•Understands the domain, knows the experts, asks the right questions to prioritize and perform necessary follow-up to resolve issues
•Assists account management team to identify emerging issues and trending problems for solution and drive solution to resolution
with Amazon worldwide CS, business teams, product managers and technical teams to continuously innovate and redesign programs to better serve customers.
•Defined, prioritized and planned the Projects, while gaining alignment with all appropriate levels within Amazon's various departments.
•Scheduled and secured resources and managed cross functional teams to deliver on these projects.
•Monitored the projects’ overall progress: anticipated risks, resolved issues and initiated corrective action as appropriate.
•Identified & managed stakeholders, & provided regular operational metrics and business reports to them.
•Fulfilled the end to end responsibility for execution and success of all projects.
•Developed long-term department strategies and significantly influenced the project and program development and delivery processes. Also standardized these processes.
•Acted as a knowledgeable resource for Operations, by sharing best practices in project management.
•Managed the Social Media and Customer Connections Programs at Amazon.
Social Media Program Manager
•Developed social support strategy, vision and roadmap during 1, 2 and 3-year operational planning sessions.
•Led key business initiatives which interacted with multiple areas of Amazon like marketing, public relations, design, engineering, content development, and operational teams.
•Maintained a complete and thorough understanding of social media environment.
•Defined performance metrics and goals specific to Social media platform.
•Implemented change and developed innovative processes and technologies to service customers on their chosen social media platform.
•Managed priorities and trade-offs among customer experience, performance and operational support.
•Partnered with field operations on creating an exceptional service experience.
•Developed initiatives targeted around customer engagement, via various Customer Delight programs.
•Ensured compliance with business policies across diverse time zones and geographic distances.
•Wrote narratives to influence peers and senior management.
day to day activities of my team to ensure availability of resources. Also monitored and created reports related to Customer Satisfaction score & Quality, average call handling time and downtime.
•Constantly reviewed and analyzed key business metrics throughout the day; took note of concerning trends, escalated those as needed, and proactively implemented corrective action plans.
•Was responsible for the learning needs of a group of 12-15 associates, while ensuring smooth execution of policies defined to run daily activities.
•Identified reasons for low performance and engaged other trainers/team leaders in activities which helped improve performance of employees.
•Organized and led calibration sessions with Quality, HR, and Operations Managers along with the team developers, team leaders and managers.
•Found and interpreted data: identified trends in data and their implications; spot errors and discrepancies in data; identify the cause & effect relationships and trends between different elements of an issue.
Professional achievements
•Awarded the Best Trainer for Q3 - 2012, Q3-2013
•Awarded the “Super Star” award for 2013
•Awarded the “Hamilton” gold award in 2015, for best performance among Project Managers at the site.
•Certified as a Virtual Trainer Certifier for WebEx - a web based Learning Management Systems.
•Certified Mentor for new trainers.
•Appointed as a lead Project Manager for the launch of Amazon.in in June’13.
•Successfully launched 30+ projects till date including 4 country launches (Amazon.in, AmazonBusiness.in, Amazon.au and Kindle India).
•Successfully lead the Social Media team to achieve the 2nd place for customer devout website, within 1year of Amazon.in launch.
•Appointed as the Beta Tester for Mobile North America mobile platforms (Amazon.com).
•Achieved Prince2 Practitioner Certificate in Project Management in 2019.
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