Ibrahim Soliman Email and Phone Number

• Development of policies and procedures.• Responsible for the daily pipeline of management's overall goal.• Reviewed applicable dashboard reports and provide assistance to team members to ensure files are being worked within required deadlines.• Served as subject matter expert for operational tasks, reporting, and processes.• Identified alarming trends and provided preventative resolutions.• Facilitated the cooperation of other department Team Leads in order to meet project deadlines.• In charge of reconciling process inconsistencies between various departments.• Identified process gaps and implement strategic solutions to avoid future discrepancies.

• Built the Quality Assurance framework and the yearly plan.• Monitored the Merchant Onboarding process through CRM data for various products.• Monitored and analyzed the payment behavior through both ( App - POS ).• Created SLA reports, to monitor user behavior, SLAs, and frauds/mistakes through the CRM platform.• Participated and led the process creation sessions for newly designed products.• Provided historical analysis for all the projects in our pipelines.

• Audited sales calls with potential customers to ensure thorough explanation and persuasion for Tech track.• Analyzed customer feedback to improve sales strategies and increase conversion rates.• Collaborated with sales team to implement new techniques for better customer engagement.

• Reported and documented app bugs and glitches when arise.• Crafted engaged responses to be sent to customers for different scenarios ‘Saved Replies Library'.• Created a Dashboard for incoming issues to help management with making key decisions.• Tracked and analyzed App's issue reports to determine needed improvements.

• Effectively prioritized and organized work responsibilities for the team to meet daily and weekly schedules.• Implemented efficient workflow which resulted in a decrease in overtime.• Recognize employee accomplishments and success, and cultivated a strong sense of fulfillment for those working toward achieving the goals.• Created dashboards to track updates/offers and newly incoming contracts/deals to be presented in the board meeting.• Brainstorm with team members to develop new ideas.• Provide editorial, creative, and technical support to team members.• Helped the management in creating a process map for the whole department.• Drove operational improvements which resulted in increasing the quality of our content on the App.• Managed quality assurance program, including on-site evaluations, and customer surveys.

• Conduct weekly calibration sessions with program managers to develop scoring consistency and best practices.• Build the weekly quality report to provide insights to other teams in the business on what is causing quality errors and how we can improve the customer experience in a clear, concise manner and according to standards.• Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center, where the Quality score has increased by +7%.• Monitored and evaluated support calls, tickets, messages, and chats for both (Driver and Freight) lines of business for the following markets (Sub Saharan Africa, UKI, and Europe).• Set an action plan for what is causing quality errors and how we can improve the customer experience on a weekly and monthly basis.• Participate in the creation of recommendations on improvement based on customer feedback.

• Helped the new batches with the needed support when solving Driver's concerns/issues.• Answered customer messages promptly to avoid long SLAs.• Collected customer feedback and made process changes to exceed customer satisfaction goals.• Offered advice and assistance to customers, by paying attention to their special needs or wants.• Liaised with customers and management to better understand customer needs and recommend appropriate solutions.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Helped to Increase the CSAT level for the team, by initiating a tone level project.• Reduced process inconsistencies and effectively trained new team members on best practices and protocols.• Increased customer satisfaction by adjusting my tone for each and every interaction.• Adhered to organization procedures and instructions to maintain safety.• Maintained excellent attendance record, consistently arriving to work on time.

• Prepared payments and vouchers related to Company Shareholder Accounts and registered them into the accounting software, as well as the commission sheet for sales Agent, to generate the Monthly Payment report.• Help process payroll on time, by providing actual data about employee deductions.• Prepare Daily Cash, bank Balance and determine the amount of petty cash required.• Comply with local, state, and federal government reporting requirements.• Assist in transferring accounting data from manual excel sheet to Oracle accounting software.• Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.• Reached out to vendors and customers to verify the information and follow up on client issues.• Investigated daily variances uncovered with bank account reports and corrected errors to resolve discrepancies.• Reconciled account information and reported figures in the general ledger by comparing them to monthly bank account statements.

• Evaluated and improved the accuracy and completeness of financial records to boost regulatory compliance.• Reviewed financial documents to verify accounting data and mathematical accuracy.• Managed supplier accounts and built lasting relationships with suppliers.• Interacted with all necessary partners including vendors, upper management, and peers.• Conducted a monthly reconciliation of bank accounts.• Performed cost accumulation tasks as a member of the target costing group.• Assisted financial auditors with journal entry examinations.• Assisted with the preparation of monthly financial statements.

• Developed relationships with clients and potential clients to improve business growth.• Established sales goals and increased client retention.• Reached Australian customers by phone to expand business profits and revenues as to develop client's website portals and social media pages to promote businesses.

• Present, promote and sell products/services using solid arguments to existing and prospective customers• Worked with customers to find what they want, create solutions and ensure a smooth sales process.• generated new sales leads, through business directories, client referrals, etc.

• Provided solutions to accounting issues and Gates software users, working closely via phone, email, live chat, and web teleconference.• Developed and tested new product offerings before release to assist the development team in bug identification.• Configured hardware, devices, and software to set up workstations for employees.• Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Answered customer telephone calls promptly to avoid on-hold wait times.• Suggested new procedure to persuade canceling customers to stay with the company.• Answered constant flow of customer calls with up to 200 calls in queue per shift.• Cultivated customer loyalty, promoted repeat customers, and improved sales.• Assisted customers with setting appointments, shipping, and special order requests, and arranging merchandise pick-up at other locations.• Educated customers on promotions to enhance sales.