Karim Abdel-Rahman Email & Phone Number

Canada

Toronto, Ontario, Canada

Toronto, Canada Area

• Proposed, managed and implemented an escalation tool between client facing tellers and back office operation teams
• Gathered information from stakeholders required to create a new tool to replace multiple tools and systems used
• Brainstormed solutions with the Business Process team to produce an effective and adoptable tool
• Analyzed inputs and outputs on existing tool to design an optimized communication solution between Retail and Operations
• Configured and developed an Outlook form standardizing inputs and automating outputs ingested in Workflow system
• Created a customized Business Requirement Document for Workflow development – now used as official BRD for Workdesk

Toronto, Ontario, Canada

• Engaging with internal team members, vendors and external consultants to transform existing processes on legacy systems to a unitized core banking system, T24 by Temenos
• Designed current state process maps and procedures, identifying inefficiencies and optimizing operations within business lines
• Consulted business leaders to utilize functionality available in the new banking system, automating tasks
• Prepared impact assessment and presented business cases to the Senior Operational Working Group obtaining buy-in
• Participated in Business Requirement Document creation to tailor system procedures, enhancing business objectives
• Reviewed Functional Specification Documents ensuring business requirements are met and perform initial testing on system

Mississauga, ON Canada

• Initiated, designed and implemented process improvement projects for all operations in the organization, achieving excellence
• Designed Value Stream Maps, Flow Charts and Created Standard Operating Procedures, SOPs for every process in the lifecycle
• Automated the entire Asset Management process, reducing task execution time by 80% using an Automated Workflow software
• Increased productivity by analyzing processes, quadrupling the amount of computers built and replaced, using less resources
• Improved SLA from 5 to 2 business days by maximizing efficiency, using Lean and Six Sigma methodologies
• Overhauled the ITSM software by automating all tasks, schedules and reports, optimizing the end-to-end process

Montreal QC. Canada - Abu Dhabi, UAE

• Identified areas of potential improvement in the technical processes of the Ministry of Interior, MOI – UAE
• Collected data from various teams; constructed Value Stream Maps to illustrate the end-to-end operation
• Analyzed everyday tasks by calculating capacity, determining bottle necks and quantifying impactsIntroduced and initiated multiple projects, improving processes in day-to-day activities
• RFID (Radio Frequency Identification) embedded in Passports & UAV (Unmanned Aerial Vehicles) as Police Patrol Vehicles
• Built a detailed Feasibility Study and an inclusive Business Case proving viability of projects to stakeholders
• Liaison between Client and Supplier to communicate scope and procurement offerings

Montreal, QC Canada

• Trained and supervised HP Service Desk Team, monitored KPIs and submitted weekly analytics to Team Lead
• Continuously improved team’s performance and quality of work using PDCA methodologies
• Committed to First Call Resolution to improve customer satisfaction resulting in a record 100% score
• Measured, analyzed and resolved recurring problems by conducting Root Cause Analysis on every issue received
• Handled escalation calls and tickets, offering immediate resolutions and ensuring customer satisfaction

Llantrisant, United Kingdom

• Reviewed all manufacturing processes with the emphasis on Quality Assurance and Control
• Joined the Operational Excellence Team in all their meetings to provide input on trending deficiencies across the plants
• Participated in the design of the new Effluent Treatment Plant’s process flow chart and calculated water waste flow