Amir Kamal

• Develop and drive the overall business strategy, keeping in mind both growth and profitability.

• Set clear, achievable short-term and long-term goals to scale the business.

• Oversee day-to-day operations across sales, customer support, content, and product teams.

• Build and refine workflows to ensure smooth handling of bookings, payments, and after-sales support.

• Track revenues, margins, and operating costs, and take quick corrective action if needed.

• Shape the agency’s brand identity and online presence.

• Oversee digital marketing campaigns (social, PPC, SEO) and partnerships to drive traffic and sales.

• Use customer feedback to tweak products, packages, or service approach.

• 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.
• Conducting effective resource planning to maximize productivity of resources.
• Manage financial activities of call center within budget limits.
• Optimized workflows through process improvements, reducing response times without sacrificing quality standards.

• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.
• 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.

• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

• Supervising on both English & French accounts.
• Managing & leading English account, 24 agents
• Conducted team member meetings and updated members on best practices and continuing expectations.
• Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
• Discovered training needs and provided coaching.
• Set clear team goals and delegated tasks and set deadlines.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

• Assisted call-in customers with questions and orders.
• Managed high call volume with exceptional professionalism and efficiency.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Acting as a Team Leader whenever requested.

• Managed a database of leads, ensuring timely follow-up calls and accurate record keeping.
• Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
• Boosted sales revenue by implementing effective telesales strategies and techniques.
• Utilized CRM software effectively for efficient lead tracking, data analysis, and reporting on sales performance metrics.

• Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
• Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
• Improved operational efficiency by streamlining processes and implementing time-saving strategies.
• Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.

• Maintained a high level of product knowledge to provide accurate information and support to customers.
• Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
• Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Acting as a Team Leader whenever requested.

• Contributed to team success, consistently achieving call center performance metrics.
• Navigated multiple computer systems and applications to find information.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Streamlined call response times for improved customer experience through effective communication techniques.