In 2020, I founded IBRAHIM & Co with the primary objective of providing tailored training and group workshops to empower young adults with the necessary skills to secure employment. Our approach involves working closely with our clients to help them identify and develop essential job skills, with a particular focus on mentoring and supporting those at a high risk of long-term unemployment.At present, I collaborate with several charities and non-profit organisations, united in our efforts to combat youth unemployment in the UK. If you wish to learn more about our work, please feel free to visit our website.My unwavering dedication to personal development and growth is what fuels my desire to help guide young adults toward a prosperous career path. It is an honour to share my experiences with others and offer guidance to those who are seeking to develop the skills they need to succeed.

During my tenure in this role, I collaborated with business owners to revamp the entire customer service process. The initial year was filled with obstacles, as the service was expanding rapidly, but all support channels were in dire need of improvement. In the subsequent year, I focused on developing a customer experience strategy to obtain deeper insights into user experiences.As a result of my efforts, I achieved the following milestones:Firstly, I restructured all support channels by automating the primary channels. This was accomplished by developing a chatbot system that connected with our database, enabling us to generate webhooks to access user account information swiftly. Developing the chatbot required weeks and months of training and artificial intelligence development. However, we were able to complete it, and we later created an international version that provided 24/7 support to our users globally.The automation of the main support channels led my team to attain a 98% automation rate across all primary support channels. Moreover, we successfully integrated a live chat team to provide round-the-clock support. The team dealt with all second-line contacts from our chatbot system, significantly reducing all escalations and complaints.I was able to decrease our resolution time from seven days to a mere 15 hours, despite handling complex escalations that necessitated daily attention from our internal team.Finally, we successfully implemented a customer experience process. In my second year, we incorporated surveys across all our support channels and conducted various market research projects to assist the company in improving its service.

In my capacity as a Panel Manager, my primary responsibility was to oversee a team of 20 panel assistants who were entrusted with managing the panel size for the business. The panel consisted of participants who willingly shared their shopping data in exchange for regular rewards. This data was subsequently utilised to generate customised reports for our esteemed clients, including industry giants such as Johnson & Johnson, Tesco, Apple, and Coca-Cola.The report development process was a rigorous four-week cycle that involved several teams and specialists, including data analysts and market research experts. As the Panel Manager, I was accountable for supervising and conducting weekly management meetings to review and address any issues or impediments related to the report development process.In addition to my managerial duties, I played a critical role in optimising the panel's performance and ensuring its continued growth. This involved collaborating closely with our panel assistants to identify areas of improvement and develop effective strategies to enhance the panel's functionality.To achieve these goals, I conducted regular training sessions for the panel assistants to enhance their skills and promote best practices. This helped to ensure that the team was equipped with the necessary tools and knowledge to optimise the panel's performance continually.Moreover, I also conducted regular data analysis to provide insights into the panel's performance and identify trends that could potentially impact the business. This helped to ensure that we could anticipate any challenges and adjust our strategies accordingly.Overall, my role as a Panel Manager was instrumental in ensuring that our panel ran smoothly and efficiently, enabling us to deliver high-quality reports to our clients consistently.

During my tenure as a team leader, I was entrusted with the responsibility of spearheading a brand new team within our operations. This newly-formed Delivery Team was specifically created to manage high-profile partners such as Nando's, Pizza Express, and KFC, among others. As part of the initial team that introduced third-party delivery partners, my role was to oversee the hiring process for the new department and manage the day-to-day operations of the team consisting of eight new members.The implementation of the Delivery Team was a challenging task, considering the number of high-profile partners involved and the need to ensure seamless operations to meet their specific needs. Despite the challenges, my team and I were able to successfully embed the new team within our operations, providing high-quality delivery drivers to our esteemed partners.As part of my duties, I developed and implemented effective strategies to manage the team and ensure timely deliveries. I worked closely with our partners to understand their unique needs and tailor our services to meet those needs. This involved regular communication with our partners to ensure that their delivery requirements were being met and that any concerns or issues were addressed promptly.In addition to managing the team's day-to-day operations, I also played a pivotal role in driving process improvements and optimising our operations. I conducted regular performance reviews to identify areas for improvement and implemented strategies to streamline our processes, improve delivery times, and enhance the overall customer experience.Overall, my role in leading the Delivery Team was instrumental in ensuring the success of our operations and the continued satisfaction of our high-profile partners. Through effective team management and a commitment to delivering high-quality services, we were able to establish a reputation as a reliable and trusted partner in the competitive delivery market.

In this role, the primary responsibility was to ensure that all call centre staff members were providing high-quality customer service. As a member of the Quality team, the focus was on regular monitoring and training for all staff members. Collaborating closely with supervisory and management teams, the objective was to implement changes that would enhance the overall customer experience.Throughout this role, there were several notable achievements that were accomplished:> The implementation of a Quality monitoring process was a significant milestone that helped to enhance productivity and efficiency. With this process in place, internal processes were also created to ensure that the team was functioning effectively.> Over 2,000 hours of training workshops were delivered to various teams and functions across the business. This helped to improve skills and knowledge across different areas of the business.> The first outsource team abroad was successfully integrated into the business. This was a major project that required the team to compile a comprehensive set of guidelines and processes for restaurants and customer queries. Despite the challenges, the team was able to successfully integrate the outsource team into the day-to-day operations of the business.> A key responsibility was training and developing the outsource teams to ensure that they were compliant with all internal processes. Building strong relationships with account managers was an important aspect of delivering this project successfully.Overall, this role was critical in ensuring that the business was delivering high-quality customer service to all customers. The Quality team played a crucial role in providing regular feedback and training to all call centre staff members. By implementing new processes and working closely with supervisory and management teams, the team was able to enhance the overall customer experience for the business.