Karim Hatem Emad

Jumia

• Senior Platform AssociateFull Time

  Jan 2024 - Present -1 yr, 6 months

  • Job Details:Managed and maintained platform operations to ensure optimal performance for Jumia Group across multiple countries * Proactively monitored system health, identified operational issues, and implemented timely resolutions to ensure uninterrupted service delivery for both internal staff and external customers * Resolved technical support tickets, troubleshooting system access problems and operational challenges, while escalating complex issues as needed to maintain service level agreements * Demonstrated strong problem-solving abilities and effective communication to build positive relationships with platform users, fostering trust and collaboration Managed and maintained platform operations to ensure optimal performance for Jumia Group across multiple countries * Proactively monitored system health, identified operational issues, and implemented timely resolutions to ensure uninterrupted service delivery for both internal staff and external customers * Resolved technical support tickets, troubleshooting system access problems and operational challenges, while escalating complex issues as needed to maintain service level agreements * Demonstrated strong problem-solving abilities and effective communication to build positive relationships with platform users, fostering trust and collaboration Skills: Python (Programming Language) · Technical Support · Platform Architecture
• Logistics Dispatch Team leader ODSFull Time

  Nov 2021 - Dec 2023 -2 yrs, 1 month

  • Job Details:(Jumia Food) • Building Jumia Food from scratch • Creating Polygons (Areas) that will be served. • Assigning areas to serve our app and customers. • Creating Riders Daily Capacity Planning. • Create Riders credentials & schedule. • Launching Jumia Food Project. • Tracking riders since the order left from the restaurant till the customers’ address. • Customizing features for the customers on the system. • Dealing with after sales service for customer satisfaction. • Connecting to the contractors to get a better experience from the riders • Monitoring the ques (Jumia Food) • Building Jumia Food from scratch • Creating Polygons (Areas) that will be served. • Assigning areas to serve our app and customers. • Creating Riders Daily Capacity Planning. • Create Riders credentials & schedule. • Launching Jumia Food Project. • Tracking riders since the order left from the restaurant till the customers’ address. • Customizing features for the customers on the system. • Dealing with after sales service for customer satisfaction. • Connecting to the contractors to get a better experience from the riders • Monitoring the ques Skills: Critical Thinking · Daily Reports · Microsoft Excel · Key Performance Indicators · Manufacturing Process Improvement · Performance Metrics
• Supply Chain Central Performance AssociateFull Time

  Oct 2018 - Oct 2021 -3 yrs

  • Job Details:• Sending The Credit Note Report For All The Lost Items & Following up with The Managers For Each Queue • Monitoring the queues for all Warehouses & Aftersales • Investigating & following up on packages. • Reporting Lost Packages to system support team. • Communicating with 3PL (Third Party Last mile) Account Managers, FM (First mile) Account Managers & Sorting Center to track • Sending The Missed Closed Items Report • Sending The Credit Note Report For All The Lost Items & Following up with The Managers For Each Queue • Monitoring the queues for all Warehouses & Aftersales • Investigating & following up on packages. • Reporting Lost Packages to system support team. • Communicating with 3PL (Third Party Last mile) Account Managers, FM (First mile) Account Managers & Sorting Center to track • Sending The Missed Closed Items Report Skills: Daily Reports · Microsoft Excel · Manufacturing Process Improvement · Performance Metrics. • Handling Return Packages for all pickups reasons as a side project • Handling Vendor Compensations as a side project • Investigating & following up on packages. • Reporting Lost Packages to system support team. • Communicating with 3PL (Third Party Last mile) Account Managers, FM (First mile) Account Managers & Sorting Center to track the packages status. 3PC (Third Party Customer) • Creating the base & integration of the Customer’s data with all packages on the system. • Executing all actions needed in the system. • Handling the soft launch of this project. • Check quality for items and make sure customers get what they need. • Check to ensure that appropriate changes were made to resolve customers' problems. • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. • Perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently. • Monitor all order associate issues and recommend resolution for all customer service representatives and social media team to facilitate work for all other departments and perform research on all customer billing issues and facilitate all payments. • Communicate with the logistics team to resolve problems and complaints related to shipping providers. SR (Service Request) • Check quality for items and make sure customers get what they need. • Check to ensure that appropriate changes were made to resolve customers' problems. • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. • Perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently. • Monitor all order associate issues and recommend resolution for all customer service representatives and social media team to facilitate work for all other departments and perform research on all customer billing issues and facilitate all payments. • Communicate with the logistics team to resolve problems and complaints related to shipping providers.