Ibrahim Cisse

As a team member overseeing global infrastructure, I ensured weekly trading availability and server health of servers across multiple locations. I addressed and escalated incidents for resolution within a 24-hour timeframe while meticulously documenting shifts. Additionally, I implemented automation workflows for deploying changes and integrating data from third-party platforms, reducing deployment time by 30% and enhancing decision-making capabilities.

Key Contributions:

• Managed the closure of a large group of accounts using Jira and custom scripts, achieving project completion in just over a month and reducing manual workload by 40%.
• Responded to 10 trading complaints daily, utilizing product knowledge and log analysis tools to ensure a 95% customer satisfaction rate.
• Enhanced server operations and data provision to internal teams by implementing automation, improving operational efficiency by 25% and data accuracy by 20%.

I managed an average of 60 client requests daily through live chat, phone, and email, leveraging a CRM system to ensure precise and thorough handling of each request. I produced and analyzed detailed reports, interpreting complex data to provide actionable insights while upholding the highest standards of accuracy. These efforts led to improved client satisfaction and streamlined internal reporting processes.

Key Contributions:

• Led the escalation of complex issues using Salesforce and Jira, resolving 95% of cases in a timely manner and significantly increasing client satisfaction.
• Developed and maintained a communication network with clients, providing regular updates on inquiries and enhancing transparency and trust by 30%.
• Consistently exceeded quarterly performance KPIs set by management for three consecutive quarters, achieving a 120% performance rate and demonstrating a strong commitment to service excellence.

I arranged and conducted three monthly seminars on cybersecurity education for sectors including health, education, IT services, and financial services, successfully increasing awareness and driving sales. Additionally, I devised and implemented weekly sales forecasts and strategies, which contributed to a 15% growth in market share and revenue.

Key Contributions:

• Surpassed monthly sales targets by 20% by applying effective sales techniques and maintaining high performance standards.
• Managed interactions with an average of 40 clients daily, successfully driving the sales process from initial contact to deal closure, achieving a 30% increase in conversion rates.
• Led the entire sales cycle, ensuring successful deal execution and achieving a client satisfaction rate of 95% while demonstrating strong business acumen.

As an Electrical Engineering Intern at a power transmission company, I supported the design, analysis, and optimization of electrical transmission systems. I gained hands-on experience in power system simulations, equipment inspections, and technical documentation.

Key Contributions:

• Assisted in optimizing power transmission systems, leading to a 10% improvement in system reliability.
• Conducted over 50 equipment inspections, identifying issues that reduced maintenance downtime by 15%.
• Contributed to technical documentation and reports, ensuring 100% compliance with industry standards.
• Supported project coordination, which improved project efficiency and adherence to deadlines by 20%.