Ibrahim Elaasar

Directed end-to-end operations for a portfolio spanning telecom, fintech, food aggregation, automotive, AI-driven platforms, and ride-hailing, overseeing 500+ FTEs across multi-site, multi-region environments. Improved operational efficiency by 30% through process automation and AI-driven workforce solutions, and reduced cost-to-serve by 20%.

Reshaped end-to-end operations across a multi-branch education network, restructuring the business into a departmental operating model to support scale. Led expansion into 5 new branches, including branch acquisitions, and launched operations in KSA.

Launched a full operations function, scaling to 50,000+ monthly inquiries across voice, chat, email, WhatsApp, and community channels within 60 days. Implemented COPC best practices, reducing AHT by 18%, increasing FCR to 92%, and lifting CSAT from 78% to 91% within the first year.

Led 300+ FTEs across inbound, live chat, social media, aftersales, and issue resolution, reporting directly to the COO. Delivered 10% YoY CSAT improvement and 12% SLA compliance uplift, and deployed chatbots and self-service portals deflecting 20% of Tier I inquiries.

Directed operations across 2 in-house and 2 vendor sites in Egypt and Jordan, managing 400+ FTEs across voice, chat, and email. Improved CSAT from 76% to 85% and lifted NPS by +12 points, and reduced AHT by 15% and escalations by 20% through automation and workflow redesign.

Built the operations function from scratch for a high-growth e-commerce startup, launching omnichannel customer support and issue-resolution teams within 6 weeks. Established vendor management and onboarding processes, onboarding 300+ vendors and aligning support capacity to seller sales requirements at 75% SLA.

Supervised 250+ FTEs across omnichannels, consistently achieving SLAs of 90–95% across multiple client accounts. Improved CSAT by 15% through coaching programs, process redesign, and quality monitoring, and reduced client escalations by 20% within six months.

Served as the primary liaison between Samsung HQ and customer support operations, creating troubleshooting guides, signing off technical materials, and delivering agent training. Managed escalation workflows for product issues and developed structured change management methodologies for product updates.

Provided voice and non-voice technical support to customers in the UK, Ireland, USA, and Canada markets, including Microsoft Xbox product support. Maintained high customer satisfaction while achieving upsell targets for overseas product portfolios.

PMP – Project Management Professional (v6.0) course in progress, expected completion ongoing.

Certified Spanish Language Course completed in March 2011.

Bachelor of Arts degree from Ain Shams University, Cairo, graduated in September 2011.