Amir Kamal
Cairo
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
20
20
years of professional experience
Work History
Customer Care Manager
Almosafer - Seera Group
01.2020 - Current
- Manage, mentor and lead 2 assistant manager, 3 Senior Team leads & 13 leads with total headcount 200+ agents.
- Managing & Leading, voice-assist (inbound & outbound), non-voice-assist (Email, Live Chat & Live Engage 'WhatsApp' Platform) operations.
- Analyze and identify all performance related issues and ensure appropriate steps to provide solution, progress & prevent loss.
- Ensure that all employees follow company's best practices for call center management and operations.
- Assisting other management team members in identifying trends and establishing call center goals.
- Conducting effective resource planning to maximize productivity of resources
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Manage financial activities of call center within budget limits.
- Contribute to design and implementation of Change Processes and Projects which impact the contact center.
- Identifying and instilling best practice, processes and systems and drive continuous improvement environment
- Taking on other tasks or projects to support employees, other managers, and call center operations.
- Optimized workflows through process improvements, reducing response times without sacrificing quality standards.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
- Played crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
- Streamlined communication channels for improved client interactions and faster issue resolution.
- Reduced staff turnover rates by fostering an inclusive workplace culture and prioritizing employee well-being initiatives.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Mentored new hires, fostering growth and professional development within the team.
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
- Championed the integration of new CRM software into daily operations, streamlining case management procedures.
- Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
- Analyzed performance metrics, identifying areas of improvement and implementing necessary changes.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
Assistant Contact Center Manager
Almosafer - Seera Group
05.2019 - 12.2019
- Supervise, mentor and manage a team of 6 team leaders with total headcount 110 agents
- Supervise & Leading, voice-assist (inbound & outbound), non-voice-assist (Email, Live Chat & Live Engage 'WhatsApp' Platform) operations
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs.
- Analyze and identify all performance related issues and ensure appropriate steps to provide solution, progress & prevent loss
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Offshore Operations Supervisor
BDO Esnad
01.2018 - 12.2018
- Hiring, training, coaching, and leading call center representatives as they provide support for customers
- Analyze and ensure better result to fulfill all business requirements
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs
- Prepare project updates within required timeframe and delegate individual tasks
- Achieving account objectives & targets.
Senior Team Lead
BDO Esnad
03.2017 - 12.2017
- Supervising on both English & French accounts
- Managing & leading English account, 24 agents
- Achieving account objectives & targets.
- Identified skill gaps within the team and developed comprehensive training plans to address these deficiencies effectively.
- Daily reports to Client
Team Lead
BDO Esnad
01.2015 - 01.2017
- Managing & leading a team of 12-15 AUC Alumni
- Achieving account objectives & targets.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Senior Sales Executive
InfoMed
07.2016 - 03.2017
- Finding potential leads
- Marketing & presenting our smart services
- Maintaining high customer satisfaction
- Achieving monthly targets.
Customer Service Representative
Vodafone UK Account
08.2013 - 07.2014
- Assisting & providing customers with their needs
- Maintaining high customer satisfaction
- Acting as a Team Leader whenever applicable.
Operations Supervisor
Teleperformance
02.2011 - 09.2011
- Hiring, training, coaching, and leading call center representatives as they provide support for customers
- Analyze and identify all performance related issues and ensure appropriate steps to provide solution, progress & prevent loss
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs
- Prepare project updates within required timeframe and delegate individual tasks
- Achieving account objectives & targets.
Customer Service Representative
Teleperformance
09.2010 - 01.2011
- Assisting & providing customers with their needs
- Maintaining high customer satisfaction
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Acting as a Team Leader whenever applicable.
Customer Care Representative
Stream for Global Services
01.2010 - 03.2010
- Assisting & providing customers with their needs
- Maintaining high customer satisfaction
- Upselling for satellite radios.
- Provided constructive feedback on company products based on recurring client concerns, resulting in improvements that increased overall satisfaction rates.
Trainee
The Oberoi Sahl Hasheesh
05.2004 - 09.2004
- Assist the guest on arrival and departure (check in and check out procedures)
- To maintain all organizational policies and standards
- Maintaining effective communication channel with the guest through prompt and courteous delivery of messages/information
- Responsible for the efficient, clear, safe and hygienic maintenance of all front office areas
- To coordinate with housekeeping and in suite dining for room blocks, amenities and room clearance.
Telemarketing Agent
Top Placements
05.2009 - 09.2009
- Providing Companies websites with top placements on the first page of Google 24/7
- Delivering unlimited amount of clicks instead of charging per click according to a monthly or an annually budget
- Getting two clients - two websites in every business category per geographical location
- Achievements: Maintaining an average of 3,000 US Dollars per month.
- Strengthened relationships with existing clients, resulting in increased repeat business and loyalty.
Education
BBA - Management & Marketing
Arab Open University
Cairo, EgyptHigh School Diploma -
Menese International School
Cairo, EgyptSkills
- Escalation management
- Delegation and Supervision
- Cross-Functional Collaboration
- Employee Development
- Customer Relations
- Cost Control
- Process Improvement
- Task Delegation
- Customer Relationship Management
- Strategic Planning
- Decision-Making
- Effective Communication
Military Status
Exempted
Personal Information
- Date of Birth: 09/22/90
- Marital Status: Married
Hobbies and Interests
- Motorcycles
- Music
- Pets
References
Reference are furnished upon request
Languages
Arabic
Native language
English
Proficient
C2
French
Elementary
A2
Timeline
Customer Care Manager
Almosafer - Seera Group
01.2020 - Current
Assistant Contact Center Manager
Almosafer - Seera Group
05.2019 - 12.2019
Offshore Operations Supervisor
BDO Esnad
01.2018 - 12.2018
Senior Team Lead
BDO Esnad
03.2017 - 12.2017
Senior Sales Executive
InfoMed
07.2016 - 03.2017
Team Lead
BDO Esnad
01.2015 - 01.2017
Customer Service Representative
Vodafone UK Account
08.2013 - 07.2014
Operations Supervisor
Teleperformance
02.2011 - 09.2011
Customer Service Representative
Teleperformance
09.2010 - 01.2011
Customer Care Representative
Stream for Global Services
01.2010 - 03.2010
Telemarketing Agent
Top Placements
05.2009 - 09.2009
Trainee
The Oberoi Sahl Hasheesh
05.2004 - 09.2004
BBA - Management & Marketing
Arab Open University
High School Diploma -
Menese International School
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