Eman Ashraf
DA & DSP Experience Program Manager
Cairo
Summary
Accomplished Program Manager with a proven track record at Amazon, excelling in project management and team leadership. Demonstrated success in enhancing organizational performance and stakeholder communications, achieving significant improvements in program delivery and customer satisfaction. Expert in vendor relationship management, adept at driving results through strategic planning and risk management.
Overview
9
9
years of professional experience
Work History
DA & DSP Experience Program Manager
Amazon
04.2024 - Current
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
- Collaborated with teams across departments to develop effective strategies for executing programs.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Analyzed data collected during the course of the program operations and reported results accordingly.
- Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
- Designed surveys for DSP partners seeking feedback on their experience with the program offerings.
- Developed scorecards that tracked performance metrics related to customer satisfaction levels.
Operation Manager
Amazon
04.2021 - 03.2024
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
Delivery Station Manager
Amazon
05.2020 - 03.2021
- Managing logistics and warehouse teams, implementing best practices, tracking quality and efficiency, ensuring a safe working environment, and maintaining records.
- Conducted regular staff meetings to discuss performance objectives, safety protocols, and customer service standards.
- Oversaw the daily operations of the station including scheduling, budgeting, payroll processing, inventory control, and maintenance.
- Maintained accurate records of all incoming and outgoing shipments,
- Monitored employee attendance records and ensured shift coverage for 24-hour operations.
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Performed quality assurance tests on products prior to shipment or delivery to customers.
- Ensured that all equipment was maintained according to manufacturer's specifications.
- Provided technical support for staff members in the use of computer systems related to the station's operations.
- Organized promotional events at the station in order to increase brand awareness among consumers.
Logistics Supervisor (Reverse Logistics)
Amazon
01.2019 - 04.2020
- Processing credits and damaged items, following processes across Egypt, and improving customer experience.
- Managed inventory control activities including tracking stock levels and ordering new materials when needed.
- Ensured compliance with all applicable laws, regulations and safety standards related to logistics operations.
- Analyzed current shipping processes and identified areas for improvement in order to reduce costs or improve efficiency.
- Designed standard operating procedures for various aspects of the logistics process such as receiving, warehousing, packaging and labeling.
- Developed relationships with key suppliers in order to secure favorable terms for purchasing materials required for production.
Central Station Dispatch Supervisor
Amazon
01.2018 - 12.2018
- Achieving customer satisfaction, measuring warehousing effectiveness, organizing inventory, ensuring shipment accuracy, and coordinating with other departments.
- Conducted regular audits of stations to identify any potential problems or areas needing improvement.
- Trained new hires on company policies and procedures, as well as job-specific duties.
- Instructed employees on proper safety procedures and ensured compliance with all applicable rules and regulations.
- Monitored daily performance of staff, providing guidance when necessary to ensure quality standards were met.
- Supervised and coordinated the activities of station personnel to ensure efficient operations.
Logistics Coordinator
Amazon
04.2017 - 12.2017
- Preparing reports, planning shipments, supervising orders, providing routing information, and handling return teams.
- Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
- Organized and monitored the shipment of products in accordance with customer requirements.
- Coordinated daily transportation activities including scheduling, routing, tracking and documentation.
- Managed inventory levels to ensure timely delivery of goods while minimizing storage costs.
- Assisted in developing processes for receiving, storing and distributing materials according to established procedures.
- Collaborated with internal teams to coordinate shipments between multiple locations.
Call Center Team Manager
Souq.com
06.2016 - 03.2017
- Assisted human resources in recruiting top talent by participating in interviews and making informed hiring recommendations based on skillset alignment.
- Developed strong interpersonal relationships with team members, fostering a positive work environment that encouraged collaboration.
- Coordinated cross-functional teams to resolve complex client issues quickly and efficiently, leading to increased customer satisfaction ratings.
- Championed adherence to company values within the team, fostering a sense of pride and ownership in delivering exceptional customer experiences.
- Implemented quality assurance measures for continuous improvement in customer service delivery and agent performance metrics.
- Conducted regular performance evaluations for team members, identifying strengths, areas for improvement, and personalized growth plans.
Call Center Representative
Souq.com
05.2015 - 05.2016
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Bachelor - Mass Communication
Cairo University
Egypt 04.2001 -
Skills
Project Management
Risk Analysis and Management
Team Leadership
Program Leadership
Stakeholder Communications
Operations Management
Organizational Performance
Vendor Relationship Management
Languages
Arabic
Native language
English
Advanced
C1
Timeline
DA & DSP Experience Program Manager
Amazon
04.2024 - Current
Operation Manager
Amazon
04.2021 - 03.2024
Delivery Station Manager
Amazon
05.2020 - 03.2021
Logistics Supervisor (Reverse Logistics)
Amazon
01.2019 - 04.2020
Central Station Dispatch Supervisor
Amazon
01.2018 - 12.2018
Logistics Coordinator
Amazon
04.2017 - 12.2017
Call Center Team Manager
Souq.com
06.2016 - 03.2017
Call Center Representative
Souq.com
05.2015 - 05.2016
Bachelor - Mass Communication
Cairo University
04.2001 -
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