Customer Service Management

SHAMIRA IBRAHIM

S HAMIRA.IBRAHIM@GMAI L.COM * *7.416.3649 N EW YORK, NY

E XPERIENCE

**** – Present PEX Card New York, NY

Process Manager

Responsibilities

Reporting and analysis for account growth and financial expansion

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Streamlining of CRM management and inflows from SEO

-

optimization

Managing a team to coordinate business development

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Retooling authentication processes to establish an increasingly

-

efficient client base

Accomplishments

- Increased project efficiency for lead management from a 3 day life-

cycle to a same-day life cycle

- Coordinated with senior management to reduce and eliminate

redundancies in authentication processes

- Established a bridge between Sales, Marketing, and Operations for

coordinating all Business Development ventures

Skills Used

- SQL Coding, Advanced Excel, CRM workflow coordination and

reporting, Team Management, Data Analysis, Microsoft Access

- Currently in pursuit of CBAP (Certified Business Analyst

Professional) Certification

2011 - 2012 Tower Group New York, NY

Business Development Assistant

Responsibilities

- Responsible for creating, maintaining and updating databases for

customer service and client support.

Accomplishments

- Independently spearheaded projects to update and streamline

contracts, projects and collaborations from client companies

Skills Used

- Database Management, Advanced Excel

2010 – 2011 Int’l Conservation Caucus Foundation Washington, DC

Development

Responsibilities

- Responsible for the editing and publishing of the annual Partners

In Conservation Portfolio, detailing the corporate sustainability

efforts of major corporations and their non-governmental partners.

- Aggregated and managed a client base for the maintenance and

development of relationships with major corporate players in the

Conservation field.

Accomplishments

- Assisted in developing and maintaining relationships between the

Foundation and major companies, such as Starbucks, 3M, and

PG&E.

- Helped organize the 2010 Partners In Conservation Gala on

Capitol Hill.

Skills Used

- CRM Management, Research, Spreadsheet Management

E DUCATION

Washington and Lee University Lexington, VA

Economics/International Politics

International Institute of Business Analysis

Currently in pursuit of CBAP

S KILLS

Database Management (including Microsoft Access), SQL, Microsoft

Office, Excel, most CRM software (Specializing in Pardot, Yesware, and

Salesforce), Research, Business Development, Team Management, Data

Analysis (STATA)

L INKS

http://www.linkedin.com/pub/shamira-ibrahim/33/938/655

A DDITIONAL INFORMATI ON

Fluent in French, Conversational in Spanish. References available upon request.

*******.*******@*****.***

2

2400 NOSTRAND AVE APT 514 • BROOKLYN, NY 11210 • 347-***-****

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