Nada Mohamed Hashem

Jumia

• Manager door deliveryFull Time

  May 2023 - Present -2 yrs, 1 month

  Egypt , Cairo

  • Job Details:-Deliver consistent services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement. -Conduct and Improve training with Delivery Associates (DAs). -Contribute in process and planning with a focus on DA needs and customer experience. -Contribute to the engagement of the DA community and foster its sustenance. -Monitor and track delivery experience related KPIs and Routines using Jumia backend tools. -Ensure the implementation of tasks and projects defined by leads and department Head. -Monitor driver-customer communication in line with customer Journey to ensure good customer experience. -Work closely with hub managers and various department, as well as maintain best practices and procedures of the delivery experience team. -Responsible for delivery of SLA and responsible for delivery of services. -Responsible for quality of delivery & customer satisfaction. -Participate in Weekly Operational Review meetings. -Coach, mentor and guide team members to deliver consistent services at the defined SLAs/KPIs and drive operational efficiency & effecitivness and continuous improvement for the managed account. -Ensure a consistent and high level of customer service and operational excellence that will ensure all monitored events are resolved efficiently and in full compliance with relevant legal, company and process requirements. -Produce management reports. -Always appreciate the team achievements and show positive attitude with other departments. -Always following up my hubs and presenting RCs on time for any dropping
• Delivery Experience Trainer specialistFull Time

  Mar 2020 - Apr 2023 -3 yrs, 1 month

  Egypt , Cairo

  • Job Details:Delivery Experience Community Training specialist -Following up that the training plan is being implemented smoothly; including the training rooms capacity follow up, material related follow up -Tracking the training equipment and tools. -Responsible for controlling all training performance targets and for improving failed metrics if any. -Responsible for the Users technical activation and deactivation and handles all escalations related to them -Tracking and analyzing the training evaluations for both soft skills and product knowledge -Ensure the effective delivery of training courses, programs, and sessions -Planning and implementing all training surveys to identify areas of improvement and provide trainees feedback. -Coordinate with the WFM team to publish the weekly training schedule. -Designing required training courses programs or sessions according to staff knowledge and skills -Selects appropriate instructional procedures or methods such as individual training, group instruction, self-study, lectures, exercise, role play, and computer-based training. -Ensure that all training manuals, materials, references, and libraries are always updated. -Maintain records/reports and prepare statistical reports to evaluate performance and monitor progress -Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects. -Communicates regularly with operations to assess agents needing training and delivering required new and refresher classes personally or through available trainers -Review the performance of trainers and coaches their results and gives them direction for ongoing performance improvement.
• Operations Specialist at JumiaPay/OneFull Time

  Dec 2018 - Feb 2020 -1 yr, 2 months

  Egypt , Cairo
• Customer care representative agentFull Time

  Jan 2017 - Nov 2018 -1 yr, 10 months

  Egypt , Cairo