Ibrahim Metwally
Montreal
Summary
Accomplished with experience managing and motivating professionals to achieve and surpass company targets. Focused on delivering decisive, forward-thinking and positive team leadership to enable production success with effective workflows. Equips employees to meet goals by building collaborative and skill-based culture.
Overview
11
11
years of professional experience
Work History
Product Support Specialist - Visa Insurance Sales
Toronto Dominion Bank
05.2022 - Current
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Providing excellent customer service and consistently achieving sales results.
- Working autonomously within established procedures focusing on credit card activation, insurance sales and advising on a narrow range of credit products.
- Exercising active listening and processing complex information to communicate it in a clear and easy to understand manner to customers and colleagues.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Generated reporting to aid leadership with information to determine future credit card goals.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Project Coordinator
Beacon Lite Ltd
10.2021 - 04.2022
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Built successful project plans covering objectives, resources and staffing to meet schedules.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Reported regularly to managers on project budget, progress and technical problems.
- Prepared material orders to complete projects on time and within budget.
- Calculated correct costs for project-specific goods and services by gathering information from team members, sub-contractors and vendors.
- Collected historical cost data to estimate costs for current or future products.
- Prioritized schedules to meet project goals and overall customer satisfaction.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collaborated with contractors, architects, engineers, and public agencies to complete projects within timeline limitations and budget constraints.
Operations Specialist
Sysco
08.2020 - 09.2021
- Checked inventory and selected products from specific locations based upon customer orders and availability.
- Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
- Joined company's Safety Committee to share ideas on ways to bolster OSHA compliance and prevent accidents and mishaps.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Protected materials for transport by correctly packaging products boxes and crates.
- Monitoring the production schedule to ensure capacity was being utilized fully and effectively to maximize output and to limit overtime.
IT Technical Support Intern
Applynflyimmigration
10.2020 - 07.2021
- Investigated and corrected problems with printers, copiers.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running effectively and efficiently.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Project Coordinator
Integrated Automotive
04.2018 - 09.2020
- Gathered requirements for ongoing projects and organized details for management use.
- Kept projects on schedule by managing deadlines and adjusting workflows as needed.
- Coordinated and executed all elements of stakeholder events including logistics, budgets, venue selection, activity planning, transportation and entertainment.
- Communicated with PM team members to keep project on schedule.
- Analyze supplier offerings to minimize cost to clients and maximize efficiency, and issue detailed purchase orders.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Led employee relations through effective communication, coaching, training, and development.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Implemented training programs to maximise team member development and potential.
- Oversaw event operations to keep running smoothly.
- Supervised over 30 people of helpers and co-workers.
- Hired, trained and supervised volunteers and support staff required for events.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Detail Associate
Avanti Auto
03.2014 - 02.2018
- Assisted in training new hires on company standards and procedures, fostering a collaborative work environment among team members.
- Developed strong relationships with clients, cultivating repeat business through excellent customer service and personalized care for their vehicles.
- Contributed to increased business reputation through exceptional attention to detail in all aspects of vehicle care.
- Collaborated with team members to ensure comprehensive detailing services were provided efficiently.
- Improved overall customer experience by promptly addressing concerns or special requests throughout the service process.
- Completed thorough inspections of completed work to guarantee top-quality results for customers consistently.
Education
Diploma -
Trios College
Certificate - Six Sigma Green Belt (CSSGB)
American Society For Quality
Certificate - Human Resources Management
University of Minnesota
Certificate - Financial Markets
Yale University
Certificate - Information Technology
Google
KitchenerCertificate - Project Management
UCI
CaliforniaSkills
- Leadership
- Priority Management
- Staff Management
- Training and mentoring
- Troubleshooting & Problem Solving
- Conflict Resolution
- Budgeting
- Phone & Email Technical Support
- Creative Thinking Skills
- Communication & Interpersonal Skills
- Investment performance analysis
- Strategic planning
- Fundamental analysis
- Equity markets
- Business development
- Economic forecasting
- Project finance
Timeline
Product Support Specialist - Visa Insurance Sales
Toronto Dominion Bank
05.2022 - Current
Project Coordinator
Beacon Lite Ltd
10.2021 - 04.2022
IT Technical Support Intern
Applynflyimmigration
10.2020 - 07.2021
Operations Specialist
Sysco
08.2020 - 09.2021
Project Coordinator
Integrated Automotive
04.2018 - 09.2020
Detail Associate
Avanti Auto
03.2014 - 02.2018
Diploma -
Trios College
Certificate - Six Sigma Green Belt (CSSGB)
American Society For Quality
Certificate - Human Resources Management
University of Minnesota
Certificate - Financial Markets
Yale University
Certificate - Information Technology
Google
Certificate - Project Management
UCI