Computer Vision (CV) workflows through strategic collaborations with cross-functionalteams, including Technology, Data Science, Operations, Training,Capacity & Demand Planning, Workforce Management, and PrivacyDirected and oversaw critical workflows pivotal to the launch of the AlexaLet's Chat product across a range of Amazon devices, ensuring seamlessexecution and deliveryChampioned and fostered cross-functional synergy by facilitatingcollaboration among diverse teams encompassing Technology, Operations,Product Development, Capacity Planning, and TrainingProficiently translated customer requirements in to precise and actionableplans tailored for each specialized functional team within the organization,ensuring alignment with strategic objectives and delivering enhancedcustomer satisfaction

Played a pivotal role in key language expansion initiatives, encompassing siteselection, cost analysis, data delivery, and quality assurance, ensuring thesuccessful execution of projectsActively participated in the formulation of strategic plans for site selection andsourcing strategies, contributing to data services optimizationAcknowledged as a subject matter authority in language expansion withinAmazon Data Services, providing valuable expertise to enhance projectoutcomesExpertly transformed and meticulously scoped numerous language expansionrequests from diverse customers within Amazon Data Services, ensuringalignment with their specific needs and business objectivesSpearheaded and managed the end-to-end processes involved in launchingnew languages for Amazon Data Services, ensuring seamless integration andsuccessful outcomesProvided invaluable guidance and mentorship to operations leadership,facilitating their effective involvement and ensuring a smooth transition duringproject ramp-up phasesCollaborated closely with technology teams to develop essential platforms,dashboards, and tools vital for the continuity and success of projects,ensuring the seamless flow of operations

Demonstrated a consistent ability to drive quality metrics that align withcustomer quality objectives, ensuring the successful launch of Alexa in Arabicwithout compromising project timelinesEnsured superior customer satisfaction through the consistent delivery ofhigh-quality data outputs while maintaining cost as per the acceptablestandards, further enhancing the value propositionProactively addressed and successfully resolved a multitude of customerquality concerns both pre and post-product launch, working closely incollaboration with Operations and Technical teamsEstablished and deployed mechanisms within operations that empowered theteam to take corrective quality actions when necessary, improving overallquality managementActively participated in the development of multiple performance-relatedproducts by forming strategic partnerships with Operations, Technical, andProduct teams, contributing to innovation and product excellence

Spearheaded the recruitment and onboarding of over 200 data associates atthe Alexa Jordan site, ensuring the growth and readiness of the workforceDemonstrated strong leadership by managing multiple teams within the site,successfully orchestrating various workflows vital to the Alexa Arabic ProgramSkillfully oversaw customer data quality against a range of metrics, ensuringadherence to service level agreements (SLA) while maintaining highstandards of quality and timelinessConducted routine reporting on various business key performance indicators(KPIs), providing essential insights through weekly, monthly, quarterly, andannual reportsImplemented and conducted monthly performance appraisals for theoperations team, contributing to performance improvement and employeedevelopmentInnovatively established a site-level mechanism to track non-productive time,enhancing operational efficiency and productivity monitoring

Achieved a remarkable tenfold increase in departmental sales within ninemonths, effectively turning a previously unprofitable department into aprofitable one in a matter of four monthsProvided strong leadership and oversight for a call center team of over 40agents, ensuring their performance aligned with various key performanceindicators (KPIs)Led the recruitment, training, and coaching efforts for more than 50 agents,strengthening the team's capabilities and performanceEfficiently managed and maintained the Call Center Solution whilesuccessfully overseeing its scalability, contributing to sustained operationalexcellenceActively collaborated with the IT department to seamlessly integrate the CallCenter Solution (CCS) with the internal Customer Relationship Management(CRM) system and various third-party platforms, enhancing cross-functionalconnectivityEffectively managed and executed the intricate migration between differentCall Center Solutions in a multifaceted project spanning multiple months,ensuring a smooth transition and continuity of operations