Asmaa Mohammed Kamar El Dawla
Obour City
Summary
- Oversaw vendor and seller accounts, driving sales performance and ensuring operational excellence across E-commerce platforms.
- Demonstrated strong understanding of e-commerce dynamics, digital merchandising, and platform-specific tools.
- Communicated complex business concepts clearly, focusing on process improvement and customer service excellence.
- Participated in team efforts to create and publish new operational units in the Middle East, enhancing regional market presence.
Overview
10
10
years of professional experience
Work History
Key Account Manager
Yokia Egypt
Naser City
12.2022 - Current
- Manage and grow both B2C and B2B accounts across marketplaces like Amazon (Seller/Vendor Central), Noon, Jumia, and regional e-commerce platforms.
- Optimize product listings for both retail consumers and business buyers (SEO, content, pricing, and positioning).
- Develop and implement promotional and pricing strategies tailored for both end users (B2C) and business customers (B2B).
- Handle bulk B2B orders, quotations, and platform-specific business account tools (e.g., Amazon Business).
- Monitor account health, manage disputes and claims, and ensure full compliance with each platform’s standards.
- Work closely with supply chain and fulfillment teams to ensure product availability and on-time delivery.
- Identify upselling and cross-selling opportunities based on buying behaviors and purchasing trends.
- Leverage platform advertising tools (e.g., Sponsored Ads, Display Campaigns) to boost visibility and conversions.
- Maintain strong working relationships with platform account managers for both B2C and B2B segments.
- Track, analyze, and report on sales performance, ROI from campaigns, and business development KPIs.
- Stay informed about marketplace updates, policy changes, and new tools relevant to both business channels.
Content Editor
Amazon.COM
New Cairo
11.2018 - 12.2022
- Writing support content for our Knowledge Center (KC) that enables contact center associates to help customers and delivery drivers around the Middle East.
- Writing customer-facing help content to support our customers.
- Gaining approval from stakeholders, public relations, and legal on critical support content.
- Driving continuous improvement projects related to content accessibility, usability, and updates.
- Managing multiple projects at one time to meet aggressive deadlines.
- Collaborate with editors across the globe to create vendor-facing support content, including Help content, announcements, and strings on the website, mass mails, and email blurbs that our vendor Support Associates will use to communicate with vendors who contact us with questions.
Quality Assurance
Souq.com
Maadi
08.2016 - 11.2018
- Act as a problem solver for all associate and customer escalated issues, answering associate questions via chat, while also dealing with specific escalated customer issues.
- Be an escalation point for customers' requests. Acting as a bridge between CS and a variety of other groups within the company, and taking responsibility and ownership for coordinating efforts to agree on a solution.
- Ensure high compliance with operational processes and policies.
- Being the subject matter expert in relation to all our internal customer service resources (CSC/CSSM).
- Facilitating communication between CS Associates (CSAs) and the management team via the ticketing process.
- Handling all concession-related escalations and ensuring that necessary authorizations are confirmed.
- Assists the team with performance improvement efforts.
- Ensuring the queuing system is regularly monitored, ensuring the customer experience is upheld.
- Proactively aiding teammates with difficult customer contacts for both phone, chat, and e-mail (as applicable).
- Demonstrating effective communication and cooperation with Customer Service Managers and peers in an effort to manage team workload and morale.
Customer Service Representative
Souq.com
Maadi
01.2016 - 08.2016
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Representative
Mobinil Telecom. (Orange Now)
6th Of October
07.2015 - 11.2015
- Answering customer inquiries and provided accurate information regarding products and services.
Education
Bachelor - Accounting And Finance
MTF (New Cairo Academy)
New Cairo06-2015
Skills
- Account management
- Data analysis
- Quality assurance
- Organizational skills
- E-commerce sales
- Adaptability and flexibility
- Problem-solving abilities
Languages
Arabic
First Language
English
Proficient (C2)
C2
Technical Skills
• Intermediate knowledge of HTML5.
• Intermediate Knowledge of Microsoft office.
• Intermediate knowledge of SharePoint.
• XMetal XML Editor
• Ajuda
• Excellent command of written and spoken English.
Timeline
Key Account Manager
Yokia Egypt
12.2022 - Current
Content Editor
Amazon.COM
11.2018 - 12.2022
Quality Assurance
Souq.com
08.2016 - 11.2018
Customer Service Representative
Souq.com
01.2016 - 08.2016
Customer Service Representative
Mobinil Telecom. (Orange Now)
07.2015 - 11.2015
Bachelor - Accounting And Finance
MTF (New Cairo Academy)
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