Zainab Ali

Project Coordinator à Amazon - United Arab Emirates

• Émirats Arabes Unis - Dubaï
• décembre 2017 à juin 2023

Achieved readiness of Amazon's HR contact centre (Employee Resource Centre or ERC) to answer employment-related queries and provide support to Amazon employee customers by managing country expansions, launches of new technological tools, software and process improvement initiatives in UAE, Jordan, Saudi Arabia and Egypt as well as North America, Europe, APAC and LATAM (Turkey, Netherlands, India, Philippines, Argentina, USA, Canada, etc.). Managed projects and programs by collaborating with cross- functional teams to deliver a delightful world-class experience to Amazon’s internal customers (FC, Logistics, Corporate, etc.).
• Managed impact of Centralized Time Keeping, Benefits & Disability and Leaves Services internal global expansions and scope transitions at Amazon's ERC
• Managed setup of new processes, change management at the core contact centre, mapped current and future state processes, managed stakeholders from different teams in different time zones, negotiated scope, updated contact centre Knowledge Base, arranged training of ERC contact centre associates, earned stakeholders’ trust by performing post-launch reporting of metrics, KPIs using dashboard visualizations created by herself
01/2020 -
06/2023
Kuwait,
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• Established new alumni contacts process to ERC MENA by expanding the use of an internal software application (WorkDocs) which allowed alumni to access documents shared by ERC in a frustration-free, compliant and secure manner, removing severe process bottleneck. Gathered customer and ERC requirements for scope planning, performed tool comparison and cost-benefit analysis. Managed InfoSec and Compliance dependencies. Oversaw ERC training and content updates, managed communication and configured technical tool setup. This was a pioneering project that was replicated in the entire Europe and APAC.
• Supported country expansions such as FC launches in various countries (Turkey, UAE, Germany, etc.). Partnered with HR Partners and advocated internally for best-in-class support and service offerings from ERC (benefits hotline, hours of ERC operations, ERC phoneline activation and local language service) to the new employee populations by studying the needs, demographics of the employee population.
• Prepared project documentation like status reports, project proposals, narrative documents, project charter, change impact analysis to keep leaders informed and manage change
• Created proposals for creation of new processes and drove them through approval, e.g., automation of employee letters, PMO Intake Story Points
• Completed intricate data analyses using dashboards and Excel to identify root causes, gather insights and do reporting.