Sophie Ibrahim

Brand Development Lead at The Skin Tribe (Skin care Retailer)

Developed content strategy aligned with brand positioning and audience needs. Created visual and written content across platforms using Canva to support brand initiatives. Managed posting schedules and coordinated content around campaigns. Monitored engagement metrics to refine messaging and strengthen audience connection. Built brand visibility from an early stage, laying groundwork for audience growth and paid acquisition.

Social Media Manager at Twigasmode (Handmade Jewelry)

Managed content calendars and produced platform-specific posts across social channels. Actively engaged with the audience via direct messages and comments, strengthening loyalty. Increased Instagram engagement by 30% in six months through relatable and consistent content. Developed a consistent brand voice improving audience retention and trust. Monitored platform insights to guide content adjustments, improving campaign effectiveness. Identified and participated in relevant conversations to expand visibility and reach.

Customer Experience Head at Simusolar Ltd

Over saw customer communication strategy, ensuring clarity, consistency and responsiveness across touch points. Maintained NPS & CSAT scores above 60 through improvements in communication processes and service delivery. Collaborated cross-functionally to resolve issues impacting customer experience and perception. Reduced escalations by 45% through targeted training and workflow improvements, enhancing operational efficiency. Led and mentored a team of 10+ employees, improving communication quality and accountability. Integrated customer insights into communication strategy, to inform messaging, outbound and product understanding.

Community Support Concept at Independent Initiative

Designed and promoted a one-day fundraising initiative aimed at supporting teen mothers. Developed messaging and visual materials to communicate purpose and encourage participation. Leveraged community networks and digital channels to build awareness and engagement.

Customer Service Supervisor at Simusolar Ltd

Supervised day-to-day activities of the customer service team, ensuring timely responses and adherence to service procedures. Provided guidance and support to team members on complex customer cases and escalations. Monitored team performance and workload distribution to maintain service quality during peak periods. Conducted onboarding and coaching for new staff to improve consistency in customer interactions. Collaborated with internal departments to resolve service issues affecting customers.

Customer Service Representative at Simusolar Ltd

Improved handling times through onboarding and workflow refinement. Maintained an 80% first-contact resolution rate. Managed 200+ interactions monthly and improved resolution speed by 25%.

Head of Customer Experience at Simusolar Ltd

Oversees customer experience strategy, ensuring clarity and responsiveness across touchpoints. Maintained NPS & CSAT above 60 through process improvements and proactive service delivery. Collaborated cross-functionally to resolve issues impacting customer experience and perception. Reduced escalations by 45% through targeted training and workflow improvements. Led and mentored a team of 10+ employees and integrated customer insights into messaging and product understanding.

Social Media Manager at Simusolar Ltd

Managed social media content and engagement for Simusolar's channels; Created content calendars and platform-specific posts; Collaborated with marketing to align with campaigns; Improved engagement and audience reach; Monitored analytics to optimize performance.

Community Support Concept (Volunteer) at Independent Initiative

Designed and promoted a one-day fundraising initiative aimed at supporting teen mothers. Developed messaging and visual materials to communicate purpose and encourage participation. Leveraged community networks and digital channels to build awareness and engagement.

Brand Development Lead at The Skin Tribe

Developed content strategy aligned with brand positioning and audience needs. Created visual and written content across platforms using Canva to support brand initiatives. Managed posting schedules and coordinated content around campaigns. Monitored engagement metrics to refine messaging and strengthen audience connection.