Summary
Overview
Work History
Education
Skills
Timeline
Generic

ismail ibrahim

Seattle

Summary

Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.

Overview

6
6
years of professional experience

Work History

Lead Customer Service Representative

BioMed Realty
10.2024 - 08.2025
  • Led daily operations of security and customer service functions for a high-profile commercial property, ensuring safety, compliance, and exceptional service for tenants, visitors, and staff.
  • Served as the central point of communication between property management, tenants, contractors, and emergency services, providing timely and professional responses to inquiries and incidents.
  • Oversaw customer service delivery by monitoring service requests, coordinating responses, and ensuring accurate documentation and reporting of incidents and escalations.
  • Designed and implemented shift training, standard operating procedures (SOPs), and performance metrics to strengthen team readiness and improve customer-facing interactions.
  • Crafted written reports, incident summaries, and correspondence for property management and senior leadership, ensuring accuracy and clarity in communication.
  • Participated in crisis and emergency response, including coordinating communication during fire alarms, medical incidents, and natural disasters, while ensuring tenant safety and business continuity.
  • Collaborated with property management teams on security communication strategies, supporting internal and external messaging to tenants regarding policies, safety updates, and emergency procedures.
  • Managed high-priority escalations with professionalism, providing calm, customer-focused service to tenants and visitors in stressful situations.
  • Supported community outreach efforts by engaging with tenants through safety meetings, awareness campaigns, and service improvement initiatives.
  • Contributed to employee recognition and staff engagement programs, promoting a positive workplace culture built on inclusion, belonging, and accountability.

Customer Support Specialist

Amazon
02.2019 - 10.2024
  • Led the day-to-day operations of Amazon’s internal employee support program, ensuring consistent, high-quality service delivery to Amazonians across multiple business units.
  • Managed customer feedback processes, including tracking, reporting, and analyzing service inquiries to improve response times and satisfaction.
  • Coordinated with cross-functional teams, including HR, IT, and operations, to resolve complex employee support cases and escalate high-priority issues for timely resolution.
  • Designed and implemented training programs, standard operating procedures (SOPs), and performance metrics for team members to improve service quality and efficiency.
  • Developed and maintained effective communication channels to keep employees informed on policies, benefits, and workplace resources, ensuring clarity and accessibility.
  • Served as the primary point of contact for escalated support cases, providing professional correspondence on behalf of leadership while safeguarding company standards.
  • Assisted in emergency and high-impact communication responses ensuring employees received timely and accurate information.
  • Contributed to Amazon’s employee experience initiatives by enhancing internal service programs focused on wellbeing, inclusion, and belonging.
  • Led special projects including staff training sessions, employee recognition events, and team performance reviews to foster growth, development, and a strong service culture.
  • Provided regular updates and performance reports to senior leadership on customer service trends, escalations, and program improvements.


Education

Bachelor of Science - Information And Communication Technology

University of Washington
Tacoma, WA
06-2025

Skills

  • Software: Microsoft Office Suite (Word, Excel, Outlook, SharePoint)
  • Digital Communications: WordPress, Facebook, X (Twitter), other social media platforms, Google Ads
  • Specialized Skills: Public outreach campaigns, equity & social justice integration, change management, event planning, Email Marketing

Timeline

Lead Customer Service Representative

BioMed Realty
10.2024 - 08.2025

Customer Support Specialist

Amazon
02.2019 - 10.2024

Bachelor of Science - Information And Communication Technology

University of Washington

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