Sahar Maged

Amazon

• Credit Ops Investigation Specialist IFull Time

  Jan 2022 - Present -3 yrs, 5 months

  Egypt , Cairo

  • Job Details:• Monitor and drive seller impacting operational tickets to resolution • Owns project metrics, status updates and goal tracking, and reports for leadership consumption. • Monitor operations performance and work with other teams to address performance issues and ensure metrics are within goals. • Work with operational teams to solve seller reported issues • Work on program plan, internal team trackers, standard operating procedures and policies. • Gather and analyze seller contacts and seller feedback to come up with seller experience improvement suggestions and work with Product Manager for solution. • Proactively seeks out ways to improve internal team processes in that reduce effort and improve quality of overall delivery. • Participate in other special projects/assignments and partner with appropriate business teams as necessary.
• SPS SME for MENA Quality reviews for Un-gating cases and listing issues.Full Time

  Apr 2021 - Jan 2022 -9 months

  Egypt , Cairo

  • Job Details:• Deep Dive in Rejected Gating cases and collecting main reasons for gating rejections • Collecting data on reasons of rejection and analyzing the top contributing reasons for high rejection rates • Suggesting alternatives to reach better seller experience and more approving rate • Educating Account Managers as well as SPS associates with latest updates to reach higher accepted applications rates • Gating rejection escalation SIMs resolver after reviewing the applications and taking corrective actions when needed.
• Certified Specialty MentorFull Time

  Apr 2020 - Jan 2022 -1 yr, 9 months

  Egypt , Cairo

  • Job Details:• Monitor & Support New Hires and Upskilling during classes, • Provide technical assistance, • Support SPS associates on floor and answering their PK questions. • POC for the operations side in EG Seller UAT Migration Program, • Dive deep and case analysis for site metrics (PAA and RO), doing one-to-one coaching sessions and arranging training session with training team on topics that have most knowledge gaps according to cases analysis.
• Selling Partner Support AssociateFull Time

  Apr 2019 - Jan 2022 -2 yrs, 9 months

  Egypt , Cairo

  • Job Details:• FBA & ILAC skilled associate supporting AE, SA and EU market places. • Supporting Amazon Selling Partners via written and oral communication channels. • Guiding sellers through migration phase. • Providing prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues. • Liaise with other departments as required to resolve Seller’s issues and questions.

Teleperformance - Egypt

• Escalation line and GDS Supervisor (Tier 2)Full Time

  Aug 2017 - Jul 2018 -11 months

  Egypt , Cairo

  • Job Details:• Expedia Canada Escalations line and GDS ticketing. • Handling Flight and Hotels Escalation calls when customer requests to contact a supervisor. • Manually edit and book flight tickets • Direct contact with airlines in crisis times. • Supporting operations leads by being Point of contact and Floor support. • Ensures that agents have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
• Customer Support RepresentativeFull Time

  Jan 2017 - Aug 2017 -7 months

  Egypt , Cairo

  • Job Details:• Expedia Canada Travel Advisor. • Supporting travelers with flights ticketing queries and issues. • Supporting travelers with hotel reservations queries and issues. • Supporting new agents with product knowledge and how to improve customer interaction.