I have extensive experience in diverse industries and global businesses, including telecom, offshoring, travel management, and the oil and gas industry. Recently, I transitioned into the role of a Supply Chain Operations Specialist, focusing on global expediting, shipping, and customs. I excel in managing international shipments, optimizing logistical operations, and ensuring smooth customs processes.In my current role, I handle documentation tasks and liaise with governmental entities, leveraging my previous experience to enhance internal processes for effective process optimization. I am also a proficient SAP user, utilizing the software to streamline and automate shipping and customs procedures, improving efficiency and accuracy.Throughout my career, I have held leadership positions since 2015, including leading a global customer service team across multiple countries, overseeing up to 300 employees. I have served business partners in global markets such as the USA, Ireland, UK, Italy, and the GCC, gaining a deep understanding of international business practices.In addition to my professional pursuits, I am proud of my volunteering experience where I promoted cycling activities and advocated for a greener environment. As the leader of the marketing and sales team, we organized public rides and customized team-building activities, engaging individuals and companies in adopting a healthier lifestyle. Our partnerships included esteemed organizations like Huawei, Allianz, Vodafone International Services, Wadi Foods, and others, sharing a vision of promoting cycling and sustainability.I thrive in dynamic environments, utilizing my cross-industry knowledge to drive operational excellence.
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Post Order D. Manager Supply Chain, Global Expediting, Shipping, And CustomsSaipem Jul 2022 - Oct 2024Cairo, Egypt• Supply Chain Management: Ensure seamless and efficient operations throughout the supply chain, focusing on delivering on-time deliveries and maintaining strong vendor relationships.• International Shipment Management: Leverage expertise to manage international shipments, streamline customs processes, and optimize logistical operations for improved efficiency.• Business Stream Management: • Global Order Expediting: Oversee the expediting of orders for our drilling vessel operations worldwide, ensuring timely and accurate deliveries. • Import and Export Coordination: Handle import and export of materials, ensuring compliance with local customs procedures and regulations for national clients and authorities. • Governmental Relations: Manage relationships with national authorities, such as the Egyptian Civil Aviation Authority and the National Telecom Regulatory Authority, ensuring compliance and smooth operations.• Project Management: Lead the process of importing new drilling vessel operations into local markets, coordinating internal and external communications.• Key Achievement: Leading and coordinating international business missions, successfully coordinated the import of a massive support vessel – Normand Maximus, from Norway to Egypt in September 2024, managing a governmental committee from the Egyptian Civil Aviation Authority to inspect and validate the helideck and telecom devices before importation. -
Regional Contact Center ManagerSeera Group Feb 2019 - Jun 2022EgyptAs a Contact Center Operations Manager, I drove my teams to realize their full potential and deliver business outcomes. I designed innovative people engagement activities that enhanced employee experiences and boosted team morale. Furthermore, I led digital transformation projects in an Agile environment, automating all transactions through Salesforce CRM. This resulted in a 300% increase in GBV and successful onboarding of new clients. By providing SEERA group's corporate and governmental clients with a best-in-class travel management experience through cutting-edge digital channels and self-booking abilities, I helped the company establish itself as an industry leader. -
Customer Experience ConsultantFreelance Dec 2019 - Nov 2021EgyptProviding onboarding and offboarding consultations in regards to customer services' operations.
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Co-FounderSprint Sporting Nov 2019 - Dec 2020Giza, Al Jizah, EgyptAs a co-founder of SPRINT Sporting, I helped establish a sports management company run by young professionals dedicated to providing exceptional services for house clubs and school sports centers. We focused on Football and Swimming activities and provided unique solutions to meet the needs of our clients. Through our innovative approach, we helped our clients achieve their goals and establish themselves as leaders in their respective fields.
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Workforce Team Leader | Realtime Management_Vois Jan 2015 - Feb 2019EgyptAs a Realtime Management Leader, I and the team have played a key role in managing the tempo of enterprise operations in real time. I was responsible for The Workforce and System Management Center activities, which ensures smooth operations and takes contingency actions when problems arise. I resolve daily events related to queue performance, serving as the Business Continuity SPOC for my department. By providing critical operational insights and reports to the client management, VIS senior management, and department heads, I have helped drive business success and establish myself as a trusted advisor. -
Workforce Management Analyst_Vois Dec 2013 - Dec 2014Six Horizon Bldg., 65/3 G Central Axis Road 6Th Of October City Giza, 12573 EgypAs a call center queue manager - RTM for Vodafone International Services, I managed European Vodafone operators' queues in real-time. I provided daily, weekly, and monthly reports related to operations' performance to ensure consistent, high-quality service delivery. I also managed system access for existing and new employees, ensuring seamless onboarding and access to necessary resources.
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Accounts Manager, Platinum SegmentVodafone Feb 2012 - Nov 2013Cairo, EgyptAs a first-line support representative for Vodafone Egypt's consumer customers, I was responsible for responding to their inquiries and complaints through a variety of support channels. With my customer-centric approach and dedication to providing world-class service, I ensured that customers received timely and effective resolutions to their issues. My efforts contributed to an overall improvement in customer satisfaction. -
Channels Management | Self Care SpecialistVodafone Egypt Dec 2012 - May 2013Smart Village*Developing and mentoring VFE call center IVRS , prepaid IVRS, Self help on Web site & USSD as a self care tools.*Ensuring that all the self care touch points are delivering the best experience for all Vodafone Egypt customers.*Working with all parties to fill any self care new requirements to serve our new promotions ,products and services.*Effective communication to all stakeholders with the details of the new promotion to ensure consistency in all Vodafone Egypt channel.*Maintain consistency in Vodafone IVRs that would reflect the Vodafone brand essence.*Investigate opportunities that would decrease the frequency of calling rates and enhance the call centers efficiency.*Conduct periodical SWOT analysis and market researches / health checks for our self care channels that would pave the way for new self care initiatives.*Take pre-emptive measures to avoid high call volumes.*Request and analyze self care reporting findings thoroughly.*Analyze the reasons for calling and frequency of calling rates.*Proactively propose initiatives, based on reporting, to counter high volumes of calls and high frequency of calling rates.*Fully meet and exceed the Vodafone group KPIs for Self Care.*Abide to the IVR departmental targets that is measured monthly through the call centers reports.*Decrease the frequency of calling in Enterprise and Consumers CC.*Investigate the feasibility of new self-care channels, supervise its development and monitor its performance once implemented.*Reviewing all the communication (Advertisements) delivered to end users to ensure that it is clear and will not increase the calls on the Call Center & to make life easier for our customers.
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Senior, Customer CareVodafone Egypt Nov 2008 - Nov 2012Essence of Role/Key Accountability: 1.Offering world class customer experience-Provide Vodafone Egypt Top customers with all required information related to the company products and services with delighting them with a superior customer care.-Follow up all customers related issues and provide timely feedback to Vodafone Egypt Top Customers.-Collecting & delivering customers feedback about VFE services to concerned parties to enhance customer experience.-Recommending the best products, services , rate plans & promotion which meets the customer needs. 2.Communication-Communicating effectively with all departments of the Vodafone business that he/she will need to engage to deliver business requirements and customer satisfaction.-Create a smooth communication channel with different departments to resolve customer problems and requests when needed.-Role modeling of understanding company new projects & have strong communication & negotiation skills in raising all customer care issues to concerned parties in order to accelerate the success of the company projects.
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Call Center RepresentativeVodafone Egypt Aug 2006 - Nov 2008-Offering world class customer experience-Provide Vodafone Egypt customers with all required information related to the company products and services with delighting them with a superior customer care.-Follow up all customers related issues and provide timely feedback to Vodafone Egypt Customers.-Collecting & delivering customers feedback about VF services to concerned parties to enhance customer experience.-Recommending the best products, services , rate plans & promotion which meets the customer needs. -Communicating effectively with all departments of the Vodafone business that will need to engage to deliver business requirements and customer satisfaction.-Create a smooth communication channel with different departments to resolve customer problems and requests when needed.
Ibrahim Essam Skills
Ibrahim Essam Education Details
Frequently Asked Questions about Ibrahim Essam
What is Ibrahim Essam's role at the current company?
Ibrahim Essam's current role is Supply Chain | Shipping & Customs | Global Expediting | SAP | Service Operations Management | Performance Management | Reporting | Contact Center Management | Six Sigma | Agile | Project Management.
What schools did Ibrahim Essam attend?
Ibrahim Essam attended Cairo University, Fifa/cies Executive Programme In Sports Management.
What are some of Ibrahim Essam's interests?
Ibrahim Essam has interest in Traveling, Biking, Swimming, Reading.
What skills is Ibrahim Essam known for?
Ibrahim Essam has skills like Customer Experience, Call Centers, Telecommunications, Analysis, Team Management, Team Leadership, Customer Service, Mobile Communications, Negotiation, Project Management, Ivr, Troubleshooting.
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Ibrahim Essam
Pa | Executive Sec. & Administrative Assistant At Tatweer Holding CompanyRiyadh Region -
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