Samuel Ouzir
Hope Mills,NC
Summary
Completed Salesforce Trailhead for Admin Beginner and Admin Intermediate levels. Supported transition from Account Logistics Team Lead to collaboration with engineers and developers. Assisted in implementing new changes and upgrading tools to enhance systems and services.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Program Manager
Amazon
10.2024 - Current
- - Lead team of 5 developers delivering scalable solutions across Amazon Connect, Salesforce, Shopify, Netsuite.
- - Integrated Sherlock AI, boosting workflow efficiency and customer support outcomes.
- - Defined technical roadmaps, KPIs, and compliance strategies; championed automation and AI adoption.
- - Presented program updates to senior leadership, translating technical details into actionable insights.
- - Leveraged multilingual fluency to support global workflows and QA testing.
CS System Administrator
Amazon
08.2024 - 10.2024
- - Configured Amazon Connect call flows and supported chatbot development.
- - Administered Salesforce (users, permissions, custom objects) and deployed multilingual workflows.
Account & Logistics Coach Lead
11.2019 - 08.2024
- - Directed 24 associates, driving performance, compliance, and operational excellence.
- - Implemented new processes improving departmental efficiency and collaboration.
- - Delivered performance reports and coaching to support career growth.
Trust & Safety Analyst
06.2020 - 12.2022
- - Reviewed content for compliance with international laws (CSAM, extremism, self-harm).
- - Updated procedures in line with evolving regulations; leveraged multilingual analysis.
Tech Support
Amazon Glendale
06.2018 - 11.2019
- - Guided setup/troubleshooting of Ring devices; improved customer satisfaction.
Business Compliance Analyst
American Express
01.2014 - 05.2018
- - Investigated fraud/disputes and trained business owners on compliance standards.
- - Ensured adherence to company policies and laws across departments.
Education
BA -
Lycée Prince My Rachid Midelt
University Prince My Ismail of Arts & Literature
Skills
- Led initiatives to cultivate leadership capabilities and coaching strategies among team members Oversaw development programs that fostered a culture of continuous improvement Championed mentorship opportunities to elevate team effectiveness
- Analyzed and refined workflows to support productivity and reduce bottlenecks
- Performed detailed compliance and risk analysis to identify potential vulnerabilities and mitigate risks
- Led initiatives to optimize Salesforce usage across departments, improving collaboration and efficiency Oversaw training sessions for staff to enhance proficiency in Salesforce tools Drove adoption of best practices to maximize system capabilities and user engagement
- Oversaw implementation of Amazon Connect to optimize customer interaction processes Coordinated training sessions for staff on effective use of Amazon Connect features Managed ongoing support and enhancements for Amazon Connect to improve service delivery
- Oversaw NetSuite implementation processes to enhance operational workflows Coordinated training sessions for staff to maximize NetSuite utilization Collaborated with cross-functional teams to align NetSuite functionalities with business objectives
- Oversaw Shopify store management to optimize user engagement and sales performance Led initiatives to streamline product listings and inventory processes Coordinated with cross-functional teams to enhance customer support and satisfaction
- Led cross-functional teams in executing project plans to meet deadlines and budgetary requirements Oversaw project workflows to enhance efficiency and effectiveness Fostered a collaborative environment to drive project success
- Engineered Java solutions to enhance customer experience and streamline support processes
- Oversaw implementation of Microsoft Office Suite across departments to streamline workflows Guided team members in advanced features of Office applications to enhance project outcomes Championed best practices for document management and collaboration using Office tools
- Leveraged multilingual capabilities in 15 languages to enhance cross-cultural interactions and support global initiatives
Certification
- - Salesforce Admin Trailhead
- - CISSP
- Cyber Incident Response & Digital Forensics
- - Cyber Security Analyst
- Criminal Intelligence Analyst
- - AWS (ElastiCache, Redshift, Kinesis, Athena, QuickSight, EMR, Data Analytics)
- - Certified Business Analyst IQBBA
- - Black Belt in Taekwondo
Awards
- Innovation in Workflow Automation (2024) – Recognized for integrating Sherlock AI and Salesforce enhancements that reduced manual effort and improved work efficiency., - Amazon Leadership Excellence Award (2023) – Honored for leading a 24-member team to exceed compliance and performance targets., - Global Collaboration Award (2022) – Celebrated for leveraging multilingual fluency to streamline cross-regional workflows and QA testing., - Customer Impact Award – Amazon Connect (2024) – Awarded for designing scalable call flows and chatbot solutions that improved customer satisfaction., - American Express Compliance Champion (2016) – Commended for fraud prevention initiatives and training programs that strengthened business owner compliance.
Languages
Arabic
Full Professional
Danish
Professional Working
Dutch
Full Professional
English
Native or Bilingual
Finnish
Professional Working
French
Native or Bilingual
Portuguese
Full Professional
Spanish
Native or Bilingual
German
Full Professional
Timeline
Technical Program Manager
Amazon
10.2024 - Current
CS System Administrator
Amazon
08.2024 - 10.2024
Trust & Safety Analyst
06.2020 - 12.2022
Account & Logistics Coach Lead
11.2019 - 08.2024
Tech Support
Amazon Glendale
06.2018 - 11.2019
Business Compliance Analyst
American Express
01.2014 - 05.2018
BA -
Lycée Prince My Rachid Midelt
University Prince My Ismail of Arts & Literature