E-Commerce Supervisor

• Jun 2022 - Present

• Responsible for the items catalog Data on the e-commerce website • Creating, developing, editing, and managing the items content information for the allocated categories of products. • List the new items and follow the process until it becomes a live item and ready to be used. • Collect the item information from the category Managers or Market place departments and reviewing them based on Website standers and policy and add any needed information. • Overseeing the execution of an SEO strategy that continuously improves keywords rankings and captures new ranking opportunities with new content. • Training and coaching the new team members for the new listing method and guidelines. • Auditing, Enhancing and improving the content website strategy by creating new categories and attributes. • Implement The Business Strategy through Our functions Tools. • Having interviews with the new content member and new marketplace sellers. • Improving every team members performance by Tracking Content and highlight their minor mistakes. • Leading content Team and Setting up the Teams KPIs and their variables salary. • Setting goals and content deadlines in ways that comply with our company plans and vision. • Setting monthly objectives and communicating them to employees. • Organizing workflow and ensuring that employees understand their duties or delegated tasks. Show less

Team Leader

• Mar 2017 - Jun 2022

- Responsible for team members' Adherence, AHT, Quality, Schedules and Coaching.- Working on SL% on daily basis and handling peak times. - Auditing outlier’s performance and analyzing numbers to get to the root cause of their performance. - Bottom quartiles action plan strategy and implementation and following up on performance improvement trends.- One on one meeting and setting step goals for all team members and specially outliers and to follow up on daily and weekly basis. - Checking on KB updates and sharing them with the team and ensure understanding. - Following up on escalations that we handle with different departments and making sure of the positive customer experience. Show less

Customer Service Representative

• Jun 2016 - Mar 2017

Customer Service Team Lead

• Jun 2016 - Feb 2017

Joined Talabat application project as customer service agent and promoted to be Customer Service Team leader on Call Center team Joined Talabat application project as customer service agent and promoted to be Customer Service Team leader on Call Center team

Customer Service Representative

• May 2015 - May 2016

Corporate Customer Services Representative • Handle all incoming calls of the call center • Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate • Resolve customer complaints in time & treats them as business opportunities to ensure continuous improvement & development Corporate Customer Services Representative • Handle all incoming calls of the call center • Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate • Resolve customer complaints in time & treats them as business opportunities to ensure continuous improvement & development

Call Center Representative

• Jun 2014 - Jan 2015

Operation Sales Supervisor

• 2009 - 2014