Ibrahim Tawakol
Kanata,Canada
Summary
Strategic and performance-driven professional with a strong foundation in leadership, customer engagement, and operational excellence. Adept at conflict resolution, problem-solving, and optimizing team performance to meet and exceed KPIs. Highly adaptable and collaborative, with a demonstrated ability to navigate evolving business priorities while maintaining focus on customer satisfaction, brand integrity, and measurable results. Recognized for fostering consistency, accountability, and loyalty through effective communication and a solutions-oriented mindset.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Spa Associate
Hand & Stone Massage & Facial Spa
03.2024 - 10.2025
- Promoted and sold memberships, packages, and retail products to new and returning clients, contributing to revenue growth.
- Provided exceptional customer service by educating clients on spa services, membership benefits, and product offerings.
- Managed front desk operations, ensuring efficient handling of calls and visitor inquiries.
- Conducted facility tours for new and prospective clients.
- Processed payments from guests using cash registers or credit card machines accurately.
- Scheduled appointments for various treatments using computer software while carefully considering guest preferences.
- Assisted in scheduling appointments and managing front desk operations efficiently.
Customer Experience Representative
Indigo
09.2020 - 03.2025
- Assisted management with developing action plans to resolve issues and build effective processes.
- Consistently aimed to achieved loyalty program sales goals.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded proactively and positively to rapid change.
Gymnastics Coach
Gymnosphere
04.2020 - 09.2022
- Implemented exercise programs and training strategies to bolster individual and team performance.
- Assessed student progress and provided feedback to improve technique and performance.
- Promoted proper stretching, warmups, and conditioning exercises to prevent sports injuries.
- Coordinated with other instructors and coaches to determine student advancement and progress.
- Promoted stretching, mobility work, and proper form to help athletes safely build strength.
- Developed lesson plans and routines for individual students to meet personal goals and abilities.
Education
Advanced Diploma - Registered Massage Therapy
Algonquin College
Ottawa, ON03-2026
High School Diploma - undefined
West Carleton Secondary School
Ottawa, ON01.2021
Skills
- Highly adaptive and responsible leader and team member
- Solution oriented with ability to deescalate to arrive at positive outcomes
- Fast thinker and quick learner
- Strong client relationship management and advocacy
- High ability to work efficiently under pressure
- Empathy and sensitivity
Accomplishments
- Operated in a leadership capacity during shifts, guiding daily operations and ensuring consistent team performance.
- Trained, mentored, and coached new associates on operational standards and customer service best practices.
- Independently opened and closed the location, managing cash handling, deposits, and audit-ready documentation.
- Designed and maintained Excel-based inventory tracking tools to support accurate ordering and stock management.
- Streamlined appointment and check-in workflows to improve client flow and service efficiency.
- Orchestrated facility layout changes and floor refreshes, coordinating staff and vendors to deliver smooth transitions on schedule.
- Resolved customer and staff conflicts through calm de-escalation and practical solutions, preserving relationships and team cohesion.
- Adapted to staffing fluctuations and shifting priorities while maintaining service standards and operational goals.
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
French
Limited Working
Certification
- Oct 2024 - First Aid & CPR - Level C
- Oct 2024 - Paramed Placement Pass
- Oct 2024 - WHMIS Workplace Safety
- Oct 2024 - Vulnerable Sector - Level 3
Timeline
Spa Associate
Hand & Stone Massage & Facial Spa
03.2024 - 10.2025
Customer Experience Representative
Indigo
09.2020 - 03.2025
Gymnastics Coach
Gymnosphere
04.2020 - 09.2022
High School Diploma - undefined
West Carleton Secondary School
Advanced Diploma - Registered Massage Therapy
Algonquin College