Ibrahim Mohamed Ibrahim ac69iu@r.postjobfree.com

919-***-****

Raleigh, NC

OBJECTIVE

Innovative and detail oriented professional seeking an opportunity to contribute knowledge and experience in

Quality Control and Assurance to a growing company. Proficient in English, Arabic, and Somali.

EDUCATION

Arab Open University/UK Open University, Cairo, Egypt 2010

Bachelors of Science Degree in Information Technology and Computing

WORK EXPERIENCE

Revlon, Oxford, NC Dec. 2018- Present

Quality Control Assurance

Inspect, test, and measure materials or products during production

Accept or reject finished products, removing all that fail to meet standards and specifications

Discuss inspection results with the Production Department to assess errors and resolutions

Provide problem solving solutions and adjustments to the assembly and production process to ensure efficiency and accuracy of production

Teleperformace/Expedia Canada, Cairo Egypt Jan 2016-May 2017

Quality Assurance Supervisor

Conducted staff training on production procedures, work instructions and served as the primary contact relative to QA processes, tools, and staff

Investigated and implemented ideas for quality initiatives, increased client revenue, and customer satisfaction

Trained 12 Quality Assurance Coordinators in five different departments

Lead Expedia Calibrations; sixty calibrations in monthly internal and external sessions to ensure alignment among all areas of management

Deep CSAT/D-SAT analysis and business recommendations as well as VOC and proactive action plans

Daallo Airlines, Cairo, Egypt March 2013- May 2017

Reservations and Ticketing Agent

Greeted customers entering the store to immediately serve their needs and provided diligent customer service to clients via phone calls

Demonstrated reliability by serving as key holder and becoming the only representative for the airline in Egypt

Successfully coordinated Daallo airlines schedule with other airlines for customers

Provided an elevated customer experience to generate loyal clients

Administered heavy flow of paperwork and cooperated with the accounting departments on invoicing, shipping, and ticket problems

Daallo Airlines, Jeddah, Saudia Arabia Jan. 2015- Jan. 2016

Assistant Station Manager

Responsible for the successful execution of operations of Jeddah, KSA Station and assisted in the opening of new stations

Effectively lead and directed station agents to assist and check-in customers efficiently

Supervised and coordinated crew accommodation, transportation and satisfaction

Implemented procedures that improved Station Goals to exceed original goals set

Managed baggage handling, finance, and cabin cleaning performance

Practical and extensive knowledge of inbound and outbound check-in protocols for international transport of freight

Supervised cargo services and identified when they were ready for loading, unloading, and conducted security checks

Proficient in Saber System and Amadeus for airline ticketing and reservation management

Teleperformace/Expedia Canada, Cairo, Egypt March 2011- Sept. 2014

Senior Quality Assurance

Supervised all training provided from supervisors’ daily job functions and auditing responsibilities

Monitored product quality target levels to ensure compliance with customer expectations

Initiated changes in client guidelines, which resulted in exceptional improvement in customer experience and revenue

Implemented customer complaint system and root-cause problem solving to eliminate major customer complaints and generate feedback

Demonstrated reliability by serving as the contact of clients and stakeholders to review and modify any business recommendations before implementation

Teleperformace/Expedia Canada, Cairo, Egypt March 2010- March 2011

Sales Representative

Understand customer travel needs and provide an individualized customer experience

Exceeded expectations in addressing customer concerns

Met client guidelines and sales targets

CERTIFICATIONS AND LEADERSHIP

Volunteer Interpreter, Church World Service, Durham, NC July 2017-Present

Cisco Certified Network Associate Course, Cairo, Egypt 2010

Travel Industry Council of Ontario Course, Cairo, Egypt 2011

Lean Six Sigma Yellow Belt 2018

SAP system certified 2018

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