Kamil Ashraf
Dubai,UAE
Summary
Driven professional with exceptional communication and problem-solving abilities, complemented by strong leadership and organisational skills. Adept in managing team dynamics and customer interactions. Poised to enhance operational efficiency and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Call center Supervisor
TruDoc 24x7 Healthcare
Dubai, UAE
05.2021 - 03.2025
- Conducted performance reviews with team members, provided feedback on areas of improvement.
- Improved customer satisfaction by implementing efficient call handling techniques.
- Worked closely with management, relayed frontline feedback for policy improvements.
- Organised weekly meetings for team development and improvement in strategic planning.
- Supervised shift operations whilst ensuring adherence to company guidelines and protocols.
- Monitored calls daily, provided constructive feedback to agents on their performance metrics.
- Reduced average customer call times through targeted training in quality control.
Call center Team Leader
Etihad Airways
Al Ain City, Abu Dhabi
05.2015 - 11.2019
- Resolve escalated calls in professional and timely fashion
- Provide on-the-job coaching and mentoring to team members to achieve revenue and customer service targets in support of overall departmental targets
- Monitor Team compliance against set standards of customer service (eg
- Provide first call resolution for all guest enquirers and through application of technical expertise in reservations, ticket issuance and re-issuance
- Successfully delivered on tasks within tight deadlines.
- Liaise with other inter department units regarding issues/ areas of common interest pertaining to assigned team
- Day to day management of the team and office floor, managing and recording attendance and lateness of staff and ensuring the office is a safe place to work at all times
Call Center Agent
Etihad Airways
03.2014 - 05.2015
- Comply with set standards of customer service for inbound and outbound calls and functions in order to ensure customer confidence, satisfaction and loyalty
- Achieve individual revenue and customer service targets to support delivery of team/departmental targets
- Perform other lawful tasks delegated by management
- Used persuasive selling techniques to promote company products and services successfully.
- Managed high volume of inbound calls, ensuring swift response times.
Education
Bachelors - Commerce
University of Punjab, Lahore
PakistanSkills
- Sales Team leader management
- Performance management
- Workflow management
- Strong communication skills
- Multi-tasking
- Time management
- Microsoft Office Skills
- Call centre metrics understanding
- Salesforce software
- Knowledge of CRM systems
- Call scripting familiarity
- Customer Service
- Coaching and mentoring
Languages
English
Urdu
Personal Information
- License: UAE Valid License
- Nationality: Pakistani
- Marital status: Married
- Visa status: Residence Visa
Timeline
Call center Supervisor
TruDoc 24x7 Healthcare
05.2021 - 03.2025
Call center Team Leader
Etihad Airways
05.2015 - 11.2019
Call Center Agent
Etihad Airways
03.2014 - 05.2015
Bachelors - Commerce
University of Punjab, Lahore
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