Open to opportunities

Adil kamal

@adilkamal

Operations Team Lead specializing in customer support leadership, escalations, and KPI-driven customer experience improvements.

Pakistan

Message

What I'm looking for

I’m looking for an operations/customer support leadership role where I can lead teams, own escalations, and drive KPI-based improvements in quality, FCR, AHT, and customer experience through coaching and strong real-time execution.

I’m an Operations Team Lead focused on delivering measurable customer outcomes in high-volume environments. I lead 15–25 CSRs to achieve KPIs, manage real-time operations, run coaching sessions, handle escalations, and maintain quality while driving AHT and CPC performance.

Previously, I served as Team Manager / Subject Matter Expert, where I conducted quality monitoring, reduced repeat calls, improved FCR, and managed attendance, preferences, and retention. Earlier in my career, I resolved high-level escalations, handled managerial calls, and guided 100+ CSRs, then supported customers directly with 98%+ positive feedback through payments, refunds, troubleshooting, and JIRA/Back Office case management.

Experience

Work history, roles, and key accomplishments

Operations Team Lead

IBEX (Walmart)

Mar 2025 - Dec 2025 (9 months)

Led 15–25 CSRs to achieve KPI targets by managing real-time operations, running coaching sessions, and handling escalations. Ensured quality and improved AHT and CPC performance in a high-volume environment.

KPIs Escalation Handling Real Time Operations Quality Assurance AHT CPC Customer Experience Workforce Management

Team Manager / SME

IBEX (Walmart)

Aug 2024 - Mar 2025 (7 months)

Conducted quality monitoring and improved service outcomes by reducing repeat calls and increasing FCR. Managed attendance, preferences, and retention while supporting day-to-day operational stability.

Repeat Call Reduction FCR Attendance Management Retention Coaching Feedback Process Adherence Customer Support Operations

Escalation Desk Executive

IBEX (Walmart)

Jul 2024 - Aug 2024 (1 month)

Resolved high-level escalations, handled managerial calls, and maintained documentation to support consistent issue resolution. Guided 100+ CSRs through complex cases and escalated workflows.

Escalations Documentation Management Communication Skills Multitasking Process Support

Customer Support Representative

IBEX (Walmart)

Mar 2023 - Jul 2024 (1 year 4 months)

Delivered 98%+ positive customer feedback by resolving payments, refunds, and troubleshooting requests. Filed JIRA/Back Office cases and managed customer inquiries to improve first-contact outcomes.

Customer Support Troubleshooting Back Office Communication Avaya Genesys

Shift Manager

KFC

Aug 2022 - Nov 2022 (3 months)

Managed shift operations including inventory, customer relations, complaints, and cash handling while maintaining service standards. Improved team performance through day-to-day coordination and operational oversight.

Shift Operations Management Inventory Management Customer Relations Complaint Handling Cash Handling Service quality Time Management Problem Solving

Manager - Fleca Bakers

Fleca Bakers

Jul 2021 - Jul 2022 (1 year)

Managed staff and supported customer experience through day-to-day operations. Oversaw inventory and suggested operational improvements to strengthen efficiency and service quality.

Team Management Customer Experience Inventory Management Operational Efficiency Leadership Communication Skills Problem Solving Time Management