Ikraam Haji-Ali
Minneapolis
Summary
Experienced in working in a fast paced and constant changing work environment (Technology and Management Consulting). Exceedingly thorough Process Analyst with 7 years modifying ongoing business processes to achieve superlative results. Skilled at designing and applying process changes to improve efficiency and reduce costs, without detrimentally impacting ongoing operations. Documented provider of enhancements that improve both output and worker satisfaction.
Overview
10
10
years of professional experience
Work History
Sr. Business Process Analyst
Accenture B.V
08.2016 - 02.2019
- Within Uber, the Law Enforcement Response Team receives, investigates, analyzes and responds to Law Enforcement and government agencies’ request for information worldwide;
- Reviewing legal and regulatory requirements, and Uber’s policies in responding to requests from law enforcement against Service Level Agreements (SLA) in EMEA and particularly in Sub Saharan Africa region;
- Led continuous process improvement including workflow development, team performance and operating procedures for a team of 15;
- Ensuring team efficiency and accuracy by identifying requirements for tooling development, quality assurance using relevant metrics to drive change in performance for the EMEA LERT team;
- Developed onboarding material including trainings for new hires and provided a tailored mentoring program based on their needs
- Presented numerous training material in front of large and small groups of new hires and other triage agents
- Managing direct reports through regular one-on-one meetings with team triage agents;
- Produced concise yet thorough reports and managed relationships for internal and external stakeholders;
- Liaising with Law Enforcement during sensitive investigations ensuring rigorous workflow
- Supporting cross-department security practices mitigating Business’s risks and threats while liaising with Law Enforcement authorities;
- Partnering with the global LERT leads and providing leadership, acting as a point of contact for escalation
Business Process Analyst
Accenture- ABN AMRO
08.2015 - 08.2016
- As Accenture’s client, ABN AMRO Bank had to ensure that the arrangements were properly planned and executed during the reassessment of the interest rate derivatives ordered by the Dutch Financial Authorities:
- Provide functional and technical support for resolution of customer problems, incidents, issues, requests and queries
- Liaise with other support teams as required to resolve request/issue in a timely manner
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
- Assist/working close with the team lead and playing a curial role in the decision-making process
- Managing and monitoring the team’s performance
- Perform weekly quality assurance in order to keep track of the team’s performance
- Documented training material for the support department for day-to-day operations
- Presented new training documents during team meetings and onboarding sessions
Marketing Coordinator
Ohio Home Care Ltd
08.2013 - 03.2015
- For this marketing project the aim was to create brand awareness for the company
- This was done through advertisement, face-to-face marketing, sales and creating marketing campaigns;
- Daily monitoring and updating on all social media platforms (Facebook, Instagram and Twitter)
- Assisted in coordinating and executing photo shoots
- Managed relationships with stylists, photographers and distributors
- Coordinated, facilitated and administered projects as assigned by the marketing manager
- Assisted in managing the company’s website.
Legal Assistant
GE Services Europe
05.2012 - 08.2013
- Worked on a legal project where there was a close relationship between external lawyers to confirm corporate data from contractors;
- Worked closely with external lawyers in EMEA to confirm corporate data
- Processed physical contracts onto a digital platform
- Handled incoming/outgoing calls for head of legal
- Prepared documents and distributed incoming post.
Incoming payments Specialist
Royal Bank of Scotland
01.2009 - 09.2009
- Responsible for helping customers with their cash queries and performing basic bank transaction
- Review and analyze wrongful bank transactions
- Match account names to the rightful account number
- Update account details
- Process and triage request from the general mailbox
Education
Master’s degree - Marketing and Communication
Rome Business School
Bachelor’s degree - Int. Management (Marketing, Business
University of Amsterdam
Skills
- Communication skills – Exceptional communication skills gained through my experience living abroad and international work environment (listening, non-verbal communication, friendliness, open-Mindedness)
- Job related skills – Customer centric, leadership mentality, Time/project management, flexibility, adaptability, multi-tasking, focusing on the big picture, attention for detail, team player, eye for process optimization and problem-solving attitude
- Computer Skills – Great command of Microsoft Office tools (Word, Excel, PowerPoint, One Note, Outlook, Visio) Google Applications, Microsoft SharePoint and Adobe Illustrator, Salesforce, SAP CRM, Zendesk, JIRA and Structured Query Language (SQL)
Accomplishments
- Co-author of the book ‘Worldwide meeting styles’ (ISBN 9789079646180).
- Independently trained and wrote successful work guidelines (regarding process improvement) which helped 15 new hires successfully onboard within two months.
- Established cross department relationship within; Legal/ Policy, Security, Insurance and Support department. Which resulted in cohesive workflow and efficiency.
Languages
Somali, Dutch
Native language
Timeline
Sr. Business Process Analyst
Accenture B.V
08.2016 - 02.2019
Business Process Analyst
Accenture- ABN AMRO
08.2015 - 08.2016
Marketing Coordinator
Ohio Home Care Ltd
08.2013 - 03.2015
Legal Assistant
GE Services Europe
05.2012 - 08.2013
Incoming payments Specialist
Royal Bank of Scotland
01.2009 - 09.2009
Master’s degree - Marketing and Communication
Rome Business School
Bachelor’s degree - Int. Management (Marketing, Business
University of Amsterdam
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