Leyla Ibrahim

Handle inbound and outbound calls, providing prompt and accurate information to customers.
Resolve customer complaints, inquiries, and technical issues efficiently, ensuring first-call resolution.
Maintain detailed records of interactions in the CRM system.
Meet and exceed daily and monthly performance targets including call quality, customer satisfaction, and response time.
Collaborate with team members and supervisors to improve customer experience and workflow processes.

Provide IT support and consulting services to clients in areas such as system administration, network setup, and cybersecurity.
Develop and maintain custom software solutions, scripts, and automation tools to improve clients’ operational efficiency.
Troubleshoot and resolve hardware, software, and network issues for small businesses and individual clients.
Implement security best practices, including firewalls, antivirus, and data backup solutions.
Manage multiple projects simultaneously, ensuring timely delivery and client satisfaction.
Successfully completed projects including:
Setting up secure office networks for 5+ small businesses
Automating repetitive tasks with Python scripts, saving clients up to 10 hours/week
Conducting cybersecurity audits and training staff on safe IT practices

• System Maintenance: Conducted preventative maintenance and hardware troubleshooting for over 50+
workstations, ensuring zero downtime for the sales and service departments.
• Network Support: Assisted in the configuration and monitoring of LAN/WAN connectivity across the facility,
resolving connectivity issues and maintaining secure access for staff.
• ERP & Software Support: Provided first-level support for enterprise software and internal databases, assisting
staff with technical queries and improving overall digital literacy.
• Technical Documentation: Streamlined the IT asset registry by digitizing hardware inventory records,
enhancing the tracking of company assets across multiple departments.

• Immersive Storytelling: Lead bespoke tours for international and domestic VIP clients, delivering engaging
narratives on Kenya’s heritage that resulted in a 100% Excellent rating on guest feedback forms.
• Crisis Management: Acted as the primary on-ground point of contact for tour groups, successfully resolving
real-time logistical challenges (weather shifts, transport delays) without disrupting the guest experience.
• Safety & Compliance: Maintained rigorous safety standards and first-aid readiness during all excursions,
ensuring the well-being of guests in remote luxury locations.
• Efficiency Engineering: Developed an automated booking-to-itinerary pipeline using ICT tools, reducing
administrative workload by 40% and eliminating data entry errors.
• Seamless Logistics: Managed the complex synchronization of 20+ monthly itineraries, ensuring that behind-
the-scenes operations (park fees, lodge confirmations, and transfers) were invisible to the guest.
• Live from the Field Content: Leveraged my role as a guide to capture authentic, high-definition behind-the-
scenes content, increasing Instagram engagement by \[X\]% through real-time safari storytelling.
• Inquiry Transformation: Managed the social media funnel, turning DMs and comments into high-value leads
by providing instant, expert-level travel advice.
• Visual Branding: Produced and edited professional-grade promotional videos using Cap Cut and Canva,
elevating the brands digital aesthetic to match its luxury pricing.

• Data Management & Mapping: Utilized mobile data collection tools to accurately track immunization coverage • Logistics & Distribution Coordination: Managed the secure cold-chain transport and inventory of polio
vaccines from central stores to field sites, maintaining 100% vaccine viability.
• Strategic Community Mobilization: Conducted door-to-door advocacy and interpersonal communication to
overcome vaccine hesitancy, resulting in a \[Insert %\] increase in uptake within assigned villages.
• Reporting & Surveillance: Identified and reported suspected cases of Acute Flaccid Paralysis (AFP) to health
facilities, acting as a critical link in the national disease surveillance network.
• Team Leadership: Led a team of community health volunteers to synchronize daily routes, ensuring maximum
coverage and efficient use of resources during the 4-day intensive campaign.