Hadeel O. Al-Hajahjeh
Senior Marketplace Operations Manager
Amman
Summary
With over 15 years, I've honed my expertise in marketplace account management and customer service, particularly on Amazon seller accounts, specializing in Fulfilled by Amazon (FBA) services. My analytical prowess and problem-solving skills have significantly improved sales performance and customer satisfaction. I excel in data-driven decision-making and fostering team collaboration, ensuring operational excellence and strategic growth. I'm a results-oriented professional with a strong work ethic, ready to contribute to your team.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Platforms Services Specialist:Amazon/e-Bay/Walmart
Noorart
01.2009 - 02.2023
• 15 years of experience in managing Amazon seller accounts, including experience with Amazon USA and European marketplaces.
• In-depth knowledge of Amazon's systems, tools, and programs, including Seller Central, FBA, Prime, and Advantage.
• Strong understanding of Amazon's policies, guidelines, and best practices for account management, product listings, pricing, and customer service.
• Customer Service and Issue Resolution: Excellent customer service skills with a focus on resolving customer inquiries, managing returns, refunds, and claims.
• Experience in handling various issues such as account suspensions, chargebacks, and policy violations, and successfully appealing and resolving them.
• Exceptional problem-solving and issue resolution skills, with the ability to handle various challenges and conflicts effectively.
• Proficient in data analysis, using analytics tools to derive insights and make data-driven decisions.
• Data Analysis and Reporting: Proficiency in analyzing performance metrics, generating reports, and deriving actionable insights to drive continuous improvement. Ability to effectively use analytics tools to monitor sales, conversion rates, traffic, and customer reviews.
• Problem-solving and Conflict Resolution: Strong problem-solving skills with the ability to handle various challenges and conflicts that may arise while managing Amazon accounts. Proven ability to develop action plans, initiate appeals, and resolve issues efficiently.
• Detail-oriented and Organizational Skills: Strong attention to detail, organizational skills, and ability to manage multiple tasks and projects simultaneously. Effective time management and prioritization abilities.
Marketplace Account Manager
Noorart - Ewsouk
01.2016 - 12.2021
- Oversee and manage the performance of marketplace accounts on platforms like Shopify.
- Develop and implement strategies to optimize product listings, enhance visibility, and improve sales performance.
- Supervise and train employees in internal operations, ensuring effective communication and collaboration across departments.
- Delegate tasks related to product addition, customer service, and order management to team members.
- Monitor and manage customer service inquiries, ensuring timely and effective resolution of issues related to orders, returns, and refunds.
- Coordinate with the shipping department to ensure timely dispatch and delivery of orders.
- Manage inventory levels across all marketplaces, ensuring product availability and timely restocking.
- Utilize data analysis to forecast demand and optimize stock levels.
- Collaborate with the IT department to troubleshoot and resolve system issues, ensuring smooth operation of e-commerce platforms.
- Implement updates and enhancements to the Shopify system to improve operational efficiency.
- Analyze sales data and performance metrics to identify trends, opportunities for growth, and areas for improvement.
- Generate reports on key performance indicators (KPIs) to inform strategic decision-making.
- Implement best practices for customer service to enhance the shopping experience and build customer loyalty.
- Gather and analyze customer feedback to drive improvements in service and product offerings.
- Work closely with marketing, finance, and logistics teams to align operational goals with overall business objectives.
- Participate in strategy meetings to align marketplace initiatives with broader company goals.
Customer Service and Order / Items Management
Noorart
07.2008 - 12.2016
- NetSuite ERP System Expertise: Proficiency in working with the NetSuite ERP system, including a deep understanding of its functionalities related to order management, customer inquiries, and monitoring order-related screens.
- Customer Service and Order Management: Ability to respond to customer inquiries promptly and professionally via various channels (phone, email, fax) and ensure timely follow-up. Proficient in entering faxed and emailed orders accurately into the NetSuite online system and finalizing orders for shipping.
- Order Monitoring: Skill in monitoring all screens and dashboards related to orders within the NetSuite system, ensuring efficient order processing, and addressing any issues that may arise.
- Translation and Editing: Expertise in translating from Arabic to English and vice versa, ensuring accuracy and cultural sensitivity. Proficient in writing manuals, policies, procedures, and templates for effective communication with customers and vendors.
- Item Management: Ability to add items from A to Z, including searching for new items and gathering all relevant information required for their online listings.
- Research and Data Entry: Proficiency in conducting research tasks and accurate data entry, ensuring the timely completion of assigned tasks.
- Attention to Detail: Strong attention to detail to maintain accuracy and consistency in all tasks related to order management, translation, editing, and data entry.
- Communication Skills: Excellent written and verbal communication skills in both English and Arabic to effectively interact with customers, employees, and external stakeholders.
- Multitasking and Time Management: Demonstrated ability to handle multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
Education
Bachelor of Arts - English Language And Its Literature
University of Jordan
Amman, Jordan 04.2001 -
Skills
- Meticulous and detail-oriented approach
- Problem Detection and Resolution
- Time management abilities and prioritization
- Creative problem-solving and communication skills
- Workflow Management
- Quality Control
- Data-driven decision-making and analytical skills
- Effective management practices
- Proficient in utilizing Microsoft Office suite for various tasks
- Exceptional in preparing comprehensive and accurate reports
- Skilled in negotiating favorable outcomes
- Rapid and adaptable in acquiring new knowledge and skills
- Proficient in multitasking in high-pressure environments
- Strong work ethic and unwavering dedication
- Organizational and Documentation Skills
- Computer Skills
- Handling Customer Complaints
- Excellent Communication
- Team Collaboration
- Call Center Operations
- Account Management
- Service Delivery Optimization
- Customer - Sales Support
Timeline
Marketplace Account Manager
Noorart - Ewsouk
01.2016 - 12.2021
Platforms Services Specialist:Amazon/e-Bay/Walmart
Noorart
01.2009 - 02.2023
Customer Service and Order / Items Management
Noorart
07.2008 - 12.2016
Bachelor of Arts - English Language And Its Literature
University of Jordan
04.2001 -
Similar Profiles
Nour QatawiNour Qatawi
Patient Access Officer at Abdali HospitalPatient Access Officer at Abdali Hospital
DALIA AL SHARKAWIDALIA AL SHARKAWI
Senior Legal and Compliance Officer at Innovative Startups and SMEs Fund, PSCSenior Legal and Compliance Officer at Innovative Startups and SMEs Fund, PSC
Alaa Nemer HejazinAlaa Nemer Hejazin
Regional Supply Chain Specialist at International Committee of the Red Cross (ICRC)Regional Supply Chain Specialist at International Committee of the Red Cross (ICRC)
Loai Al-ShannagLoai Al-Shannag
Customer Support Advisor at ConcentrixCustomer Support Advisor at Concentrix
Prashant KumarPrashant Kumar
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform