Mahmoud Tarek

Experience

• 

  Amazon

  Oct 2017 - now

  Reviewing work forecasts to align with building objectives, collaborating with Area Managers for efficient labor allocation, ensuring safety and OSHA compliance, leading process improvements, and Lean initiatives. Responsible for team training and needs, managing performance, costs, and capacity, monitoring customer experience, and maintaining KPIs and SLAs. Optimizing delivery networks for speed, enhancing cost-effective processes, and maintaining seamless communication across Amazon's Retail and fulfillment teams. Managing 3P carrier performance, conducting audits, allocating tasks, controlling shipments, and adhering to CPS targets. Directly overseeing salaried, hourly, and agency staff, establishing performance metrics, and utilizing lean techniques. Managing the full staffing lifecycle, solving operational issues through data analysis, and overseeing third-party resources on a regional/national scale, especially during peak seasons Show less •Managing an environment concerning the delivery of Amazon orders direct to our customers, subject to ever rising volume and complexity, operating on a 24/7 basis.•Managing day-to-day relationships with multiple Delivery Service Providers (DSPs).•Driving operational goals and metrics for the Delivery Station. Communicating the vision to the team.•Presenting operational metrics regularly to the senior leadership team.•Problem-solves for closing gaps between performance and goals.•Hires and develops top talent. Creates and implements a talent plan for the site including talent acquisition, performance and career management, learning and development, succession planning, and employee engagement.•Works with key business partners such as Transport & Sortation, DSP Management, Finance, Loss Prevention, IT, HR, ACES and Engineering.•Ensure compliance throughout the site to global process standards and work on continuous improvement initiatives.•Review and update SOPs as required. Show less •Handled the customer escalations and manager call requests.•Handled associates’ inquiries by providing them the needed technical and non-technical knowledge and skills.•Managed and controlling CS site to ensure that day to day operations are going on smoothly, effectively and efficiency.•Listened to the associates’ escalated calls and provide feedback to their direct manager.•Tracked, audited and validated the associates’ concession transactions.•Identified processes gaps, dive deep for the root cause, provide and implement the optimal solutions.•Finished general administration and operational tasks. Show less · Lead a team of five support operations analysts.· Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.· Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction.· Work with stakeholders and requesters to determine problem statements and approaches.· Serve as a leader and point of contact for complex problems.· Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change / Kaizen initiatives as required.· People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition.· Ensures employees growth & development, set priority, drive motivation & engagement for employee. Show less

  • Operations Manager

    Dec 2021 - now

  • Logistics Supervisor

    Oct 2020 - Nov 2021

  • Resolution Specialist

    Jun 2020 - Oct 2020

  • Quality Analyst

    Jul 2019 - Jun 2020

  • Senior Customer Service Executive

    Oct 2017 - Jul 2019