Akbar Kamal

• Enhanced employee performance by developing and implementing comprehensive training programs.
• Collaborated with cross-functional teams to identify skill gaps and create targeted training solutions.
• Spearheaded the development of a robust knowledge management system to facilitate information sharing among employees.
• Implemented best practices for adult learning principles throughout all instructional design projects, ensuring optimal understanding of complex concepts.
• Developed strong relationships with external vendors to source relevant training materials at cost-effective prices.
• Achieved operational excellence by consistently monitoring and improving quality processes.
• Evaluated training program effectiveness using metrics such as learner feedback, knowledge assessments, and skill application tests.
• Improved employee retention rates by fostering a supportive learning environment that encouraged personal growth and development.
• Conducted gap analyses to determine areas for improvement in both individual performances and overall team efficiency.
• Aligned staff competencies with organizational objectives by updating job descriptions and role expectations regularly.
• Streamlined onboarding procedures for new hires, resulting in reduced training time and increased productivity.
• Drove strategic planning efforts by analyzing industry trends and aligning training objectives with business goals.
• Championed change management initiatives by creating effective communication strategies that supported organizational transformation efforts.
• Optimized resources by effectively managing budgets, timelines, and personnel allocations for all training initiatives.
• Mentored junior staff members through one-on-one coaching, goal-setting exercises, and career development planning sessions.
• Increased customer satisfaction ratings by implementing rigorous quality assurance measures across all departments.

• Reviewed technical documentation, identifying discrepancies and ensuring accuracy before submission to regulatory bodies.
• Developed comprehensive quality control plans for new products, ensuring successful launches.
• Led internal investigations into product failure incidents, determining root causes, and initiating appropriate corrective measures.
• Collaborated with cross-functional teams to implement process improvements, resulting in increased efficiency.
• Continuously evaluated emerging trends in quality management methodologies, incorporating relevant innovations into our organizational strategies.
• Streamlined communication channels between departments, contributing to faster issue resolution times.
• Conducted regular audits to identify areas of non-compliance and initiate corrective actions.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Managed inventory levels to minimize stockouts while reducing overhead costs.

• Designed and maintained QA frameworks and scorecards specifically for high-value customer porting calls, aligning with Airtel’s SLA commitments and telecom regulatory standards.
• Conducted systematic audits of voice calls, chat sessions, and email communications to identify process gaps, service breaches, and compliance issues during the porting lifecycle.
• Partnered with retention and operations teams to translate QA findings into revised porting scripts, updated troubleshooting guides, and optimized next-best-action flows
• Implemented a peer-review program where high-performing agents evaluated each other’s porting interactions, fostering cross-functional learning and ownership.
• Monitored KPIs—including port success rates, customer churn post-port, and quality scores—to measure the downstream impact of QA interventions.
• Trained new QA analysts on evaluation methodologies, stakeholder management, and process-optimization tools to build team capability.

• Oversaw end-to-end QA for multichannel customer support (voice, email, chat) across phone and home-internet services.
• Developed and maintained evaluation scorecards, quality checklists, and calibration guides aligned to Etisalat SLAs and UAE TRA standards.
• Led a team of QA analysts—setting performance targets, delivering one-on-one coaching, and running calibration sessions for scoring consistency.
• Analyzed FCR, AHT, Quality Scores, and NPS trends to identify process gaps and drive defect-reduction initiatives.
• Produced weekly and monthly quality dashboards and executive reports, highlighting performance shifts, risk areas, and corrective recommendations.
• Drove Kaizen and Six Sigma DMAIC projects to streamline ticket-escalation workflows and cut repeat contacts.
• Championed adoption of speech-analytics platforms (NICE, Verint) to automate trend detection and enhance monitoring accuracy.

Piloted the end-to-end transition of core business operations to India from Australia and drove innovation by implementing 35+ process improvements, enhancing efficiency, consistency, and service delivery.

• Oversee daily operations of customer query team across phone, email and chat channels, ensuring adherence to service levels and response SLAs.
• Monitor key performance indicators—average handling time, first-contact resolution, customer satisfaction—and coach team members to meet or exceed targets.
• Conduct workforce planning and shift rostering to balance customer demand with staffing capacity.
• Lead continuous-improvement initiatives by analyzing call-handling data, identifying process bottlenecks, and implementing optimized workflows.
• Provide real-time feedback and one-on-one coaching, design targeted training sessions, and support career development plans.
• Manage escalations and complex customer issues, liaising with billing, technical support, and compliance teams to resolve queries promptly.
• Produce weekly and monthly operational reports and dashboards for senior management, highlighting trends, risks and improvement opportunities.
• Facilitate cross-functional collaboration—partnering with IT for system enhancements, Quality for audit readiness, and Change Management during new-business transitions.

Quality Analyst managing end-to-end electricity and gas billing complaints through audits, root-cause analyses, and compliance reviews—achieving a 30% reduction in escalations and a 20% improvement in first-contact resolution

• Monitored and evaluated customer interactions related to electricity and gas billing complaints and ombudsman escalations to ensure compliance with regulatory standards and internal quality benchmarks.
• Conducted root-cause analysis on recurring complaint themes, identifying process gaps and recommending corrective actions to improve resolution accuracy and turnaround times.
• Collaborated with frontline teams to calibrate call handling, enhance complaint documentation, and ensure consistent customer experience across channels.
• Supported the transition of new business operations by reviewing process flows, validating training materials, and aligning quality frameworks with Energy Australia’s service standards.
• Provided actionable insights to operations and training teams through regular quality dashboards, trend reports, and feedback loops.
• Participated in cross-functional workshops to streamline complaint workflows, reduce rework, and elevate first-contact resolution rates.

Managed end-to-end electricity and gas billing complaints for a major energy company

• Investigated complex billing queries—meter reads, tariff structures, supply interruptions—and identified root causes using internal billing systems and meter-data analytics.
• Liaised with metering teams, network operators, and tariff specialists to expedite adjustments, re-reads, and bill recalculations within SLA targets.
• Escalated high-severity cases through established regulatory and internal channels, ensuring adherence to the National Energy Retail Rules and Customer Retail Code.
• Coached and mentored junior CX agents on best-practice complaint-handling techniques, product knowledge, and system navigation.
• Educated customers on pricing plans, concession entitlements, payment options, and usage-management tools to resolve disputes and prevent recurrence.

Sourcing, validating, and submitting client and vendor trade references to ensure precise credit reporting for an American company

• Source and verify trade references from clients and their vendors to support credit reporting.
• Conduct in-depth due diligence—leveraging credit bureaus, industry watchlists, and internal audit logs—to assess risk and flag suspicious behaviour
• Engage directly with customers and third-party suppliers to gather accurate payment histories, credit terms, and contact details.
• Validate reference authenticity through structured questionnaires, direct interviews, and cross-checking against invoice and payment records.
• Coordinate with client to submit timely, compliant trade-reference data and resolve any discrepancies.
• Partner with risk management, compliance, and legal teams to investigate fraud cases, document findings, and recommend corrective actions

Retained customers at one of largest telecom operators by managing all inbound and outbound interactions for Mobile Number Portability (MNP) requests.

• Diagnose complex service, billing, and network issues using advanced diagnostic tools and data analytics to pinpoint root causes and drive a 30% reduction in escalations.
• Design and present tailored retention offer—bundled plans, add-ons, and loyalty rewards—that lift average revenue per user (ARPU).
• Develop a dynamic, modular script framework that adapts messaging to different customer segments for more personalized outreach.
• Configure “win-back” triggers in the CRM system to automate targeted outreach precisely when churn-risk indicators spike.
• Organize and lead interactive role-play workshops simulating challenging high-value customer scenarios to build team confidence and adaptability.
• Facilitate monthly knowledge-sharing forums to review competitor moves and showcase successful retention tactics.

Retained customers at one of largest telecom operators by managing all inbound and outbound interactions for Mobile Number Portability (MNP) requests.

• Conducted deep-dive research into customer profiles, usage patterns, billing histories, and past service tickets to personalize each engagement.
• Proactively reached out at early churn indicators—such as usage drops, complaints, or plan expiries—building rapport through active listening to uncover underlying frustrations.
• Diagnosed the root causes of porting intent, whether pricing, coverage, features, or support, and crafted tailored retention offers and plan adjustments aligned with individual needs.
• Stayed ahead of the competition by monitoring rival promotions daily, ensuring timely and compelling counter-proposals.