Mohamed Ibrahim

Training & Communication Specialist

• Job Details:Supported training programs through peer coaching, onboarding new hires, and conducting one-on-one sessions. Applied adult learning principles in internal upskilling and cross-functional communication. Helped develop soft skills and product knowledge for new team members.

Quality Analyst

• Job Details:Auditing customer interactions to ensure compliance with company policies and quality standards. Identifying areas for improvement and providing actionable feedback to enhance performance. Leveraging data-driven insights to optimize processes and improve customer satisfaction. Collaborating with teams to develop and implement solutions for maintaining high-quality service delivery. Ensuring consistent adherence to operational guidelines and best practices.

Resolution Specialist

• Job Details:Specialized in resolving escalated customer complaints and complex issues, ensuring high levels of customer satisfaction. Analyzed and identified root causes of recurring problems, developing strategic solutions to prevent future occurrences. Acted as a liaison between customers and internal departments, facilitating efficient problem resolution and enhancing communication channels. Achieved a ninety percent resolution rate on first contact, significantly improving overall customer experience and retention.