Summary
Overview
Timeline
Work History
Skills
Education
Work Preference
Quote
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Certification
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Ibrahim Mohammed

Ibrahim Mohammed

Process Improvement Analyst
London,United Kingdom

Summary

Results-driven operations analyst with expertise in improving process efficiency, vendor performance and risk management at scale. Skilled in SQL, Tableau, and Google Data Studio to drive data-backed decisions. Proven track record of leading cross-functional projects, streamlining global operations and delivering measurable impact through automation, SOP design and continuous improvement.

Overview

7
7
years of professional experience
6
6
years of post-secondary education

Timeline

Customer Experience Analyst

Young's PLC
12.2023 - Current

MBA Summer Intern

Experian
06.2023 - 09.2023

MBA - General

University of Nottingham
09.2022 - 12.2023

Program Specialist IV

Uber
02.2021 - 08.2022

Business Analyst

Uber
01.2020 - 01.2021

Insights Analyst

Uber
08.2018 - 12.2019

BBA.LLB - Business Laws

ICFAI Business School
07.2013 - 08.2018

Work History

Customer Experience Analyst

Young's PLC
12.2023 - Current
  • Increased upselling revenue by 10% through staff training on menu recommendations and personalized guest interactions.
  • Spearheaded a guest feedback initiative, leading to a 20% increase in repeat customers and a 4.7-star rating improvement on review platforms.
  • Trained new front desk staff, reducing onboarding time by 25% and ensuring 100% compliance with brand service standards.

MBA Summer Intern

Experian
06.2023 - 09.2023
  • Conducted 45+ interviews across participants from various functions/levels to gather actionable insights to enhance knowledge sharing, collaboration capabilities, and innovation capacity.
  • Implemented design thinking elements of problem solving and lean methodologies to deliver actionable solutions, piloted and tested the solutions with key stakeholders to achieve successful project delivery.

Program Specialist IV

Uber
02.2021 - 08.2022
  • Program Management - Managed P2P reconciliation operations for 55+ BPO vendor sites across 4 mega regions, handling a gross budget of approximately $500 million annually, including forecasting and optimizing expenses.
  • Tool Integration - Led the 3-phase integration of the UNICORN billing tool across the global vendor portfolio, ensuring seamless adoption, cross-functional alignment, and 100% data accuracy to support operational scalability and compliance.
  • Strategic Planning - Drove end-to-end unification of fragmented support queues into a centralized operational system, enhancing process efficiency and billing accuracy; partnered with Data Analytics, BPO vendors, and Ops teams to automate data flow, ensure seamless record sync across operational files, and deliver 90% reporting accuracy.
  • Risk Management - Led the queue governance project to reassign unassignable tickets, reducing cross-region resolution, and overpayments by 12%; implemented billing filters to enforce jurisdictional accuracy, and strengthen vendor accountability.

Business Analyst

Uber
01.2020 - 01.2021
  • Process Automation - Led end-to-end projects to enhance billing and invoicing reconciliation process accuracy by automating workflows, reducing weekly disputes from 450 to fewer than 250, resulting in faster and more accurate billing.
  • Process Efficiency - Performed quarterly TPH resets for over 1,300 LOBs by utilising data reports and comparing targets vs. actuals, recommending updated quarterly TPH rates to WFM leads for sign-offs, achieving over 4% savings globally QoQ.
  • Cost Efficiency - Designed SOP for training hours payments by creating a new workflow management system and automating processes, resulting in a 10% reduction in man-hours and over $150k in savings.
  • Operational Implementation - Engineered executive-level BPO spend visibility dashboard, tracking a $500M portfolio, enabling more strategic vendor alignment with global business objectives.

Insights Analyst

Uber
08.2018 - 12.2019
  • Operational Innovation - Identified operational anomalies, analyzed the top 50% of issue types, and coordinated with cross-functional teams, resulting in a 10% reduction in critical safety incidents on the platform.
  • Safety Governance program - Analyzed 90% of food safety allergen reports in the ANZ APAC region, identifying key allergens, and collaborating with T&S and product teams to roll out allergen-input product features.
  • Quality Compliance - Proposed quality policy SOP revamp for safety LOBs by automating redundant actions by CSR, improving the quality score by 15% (from 77 to 92).
  • Collaborated with cross-functional teams to align safety strategies, resulting in a more cohesive approach to crisis response.

Skills

  • Process Improvement
  • Vendor Management
  • Risk Management
  • Strategy Implementation
  • Project Management
  • Continuous Improvement

Education

MBA - General

University of Nottingham
Nottingham, UK
09.2022 - 12.2023

BBA.LLB - Business Laws

ICFAI Business School
Hyderabad, India
07.2013 - 08.2018

Work Preference

Work Type

Full Time

Work Location

On-SiteHybridRemote

Important To Me

Company CultureCareer advancementWork-life balancePersonal development programsStock Options / Equity / Profit SharingHealthcare benefits

Quote

The best way out is always through.
Robert Frost

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)

Certification

Six Sigma - Green Belt

Design Thinking

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Ibrahim MohammedProcess Improvement Analyst