Nara Issa-Ibrahim

Experience

• 

  Kumon North America, Inc.

  Jan 2002 - Jan 2006

  Tutor

  Part-Time Tutor

• 

  Odebrecht

  Aug 2008 - Nov 2008

  Human Resources Assistant & Translator

  Intership

• 

  Odebrecht

  Jun 2009 - Jul 2009

  Quality Control Assistant
• 

  Radisson

  Jan 2011 - Jan 2012

  Chef

  Kept a record of the food supplies and assisted with banquets, boasting creative menus.

• 

  Peruvian Restaurant

  Jun 2012 - Mar 2014

  Head Chef/ Manager

  Supervised all members of the kitchen and trained newcomers. Prepared and analyzed all financial statements.

• 

  Kumon North America, Inc.

  Jul 2013 - Feb 2015

  Supervisor

  Supervised all students at the center; sat individually with each student for testing and support. Scheduled appointments, organized reports for students, prepared memos for parents, and ordered supplies.

• 

  Swissport

  Mar 2014 - Feb 2015

  Passenger Service Agent

  Responsible for handling ticket reservations, cancellations, alterations, managing funds, and processing travel vouchers. Provided excellent customer service with hospitality focus.Experienced in DCS, AMADEUS computer applications programs and certified in CMS Supervisor training. Managed computerized passenger solution terminal.

• 

  Piquet Realty LLC

  Feb 2015 - Apr 2017

  Office Manager

  Worked closely with the CEO, 10 executive team members and 70 real estate agents assisting with all aspects of administrative management, directory maintenance, and logistics. Scheduled and coordinated 70 realtors meetings, activities, interviews, events and training Responsible for company’s website and dashboard, and updating digital media.Translated legal immigration documents from Portuguese to English

• 

  Ten Lifestyle Group

  Aug 2017 - May 2019

  Managed 4 direct reports and all the 5 North America offices workflow responsibilities with the allocation of 300+ jobs per day. In charge of scheduling of 150+ employees Responsible for skillsets for 145 Lifestyle Managers.Created the 150 Corporate Cards for one of biggest accounts Ensured proper coordination with work flow between 6 global offices & 3 time zones and updated 100 Offer Cards.Provided travel, entertainment and dining arrangements for clients using multicultural and multilingual capabilities.Reached the targets by proactively contacting VIP members within the portfolio to ensure engagement

  • Workflow Manager

    May 2018 - May 2019

  • Lifestyle Manager

    Aug 2017 - May 2018
• 

  Aspire Lifestyles

  May 2019 - now

  Manage and lead a team of 18 direct reports, 45 agents and 3 service delivery managers to ensure KPIs, service levels and customer requests are met.Collaborate and coordinate between management and peers worldwide, as well as functional heads in the departments of Sales, Finance, and Partnership.Ensure fulfilment of all client-specific SLA's and KPI's both internally and externally are met.Created “Mentor on Duty Program” to work closely with mentors and find opportunities on the current program.Implemented the allocation process for case work and efficiency of travel advisors.Coach, mentor and train new hires and tenure travel advisors.Lead and support program implementations locally, regionally and globally.Support recruitment process by conducting interviews and partnering up with HR and training and assist new hires onboardingPOC and in charge of the engagement committee, keeping a consistent calendar of engagements with the team for productivity activities.Assist and lead account’s main projectsOwner of scheduling to ensure all the intervals are covered based on call volume and approve schedules.Ensure the account has dedicated staff that will monitor the queues, emails, floor support and availability. Show less Manage and lead a team of 15 direct reports and 35 agents in total to ensure KPIs, service levels and customer requests are met.Create and control a full year calendar of initiatives in partnership with HR to retain the top 33% performers.Mentor & coach agents after listening to and scoring 15 calls weekly to be calibrated with the quality and escalations department and achieve 0 preventable complaints.Reached target of 85% customer satisfaction in 2020.Supervise and appraise team performance to ensure internal and external SLAs are met.Generate and implement service delivery improvement plans to drive efficiency and increase revenueSupport recruitment process as directed by the Head of Service Delivery and establish partnership with the delivery management team.Understand all clients’ contractual agreements and translate them into standard operating procedures and specific work flows.Participate in formulation of reward and recognition programs to motivate the team and promote exceptional performance. Show less

  • Senior Service Delivery Manager

    Feb 2022 - now

  • Service Delivery Manager

    May 2019 - Feb 2022