Muhammad Kamel

Lead end-to-end oversight of the outsourced call center operation, ensuring alignment with company policies and SLAs. Own performance reporting for board and senior management and conduct call quality monitoring and coaching.

Supervised daily call center operations, monitored adherence to regulations and service-level targets, and prepared performance reports for board meetings. Coordinated with departments to resolve operational bottlenecks.

Monitored daily call center activity to ensure compliance with quality standards and contributed to performance reporting. Performed call quality monitoring and provided feedback to agents.

Delivered live interpretation across business, medical, customer service, 911, insurance, and social security calls. Adapted interpretation approach in real time to bridge cultural and linguistic gaps.

Provided interpretation for business, medical, customer service, 911, insurance, and social security calls. Adapted communication style to ensure accurate, culturally sensitive interpretation.

Sourced and screened candidates, conducted interviews, and performed reference and background checks.

Provided end-user technical support, including OS installation, network troubleshooting, and proactive system monitoring. Maintained help desk tracking software and produced daily service desk reports.

Interpreted phone conversations between doctors and patients, including appointment scheduling and 911/customer service calls.

Managed editorial workflow and communications between authors, editors, and reviewers to ensure timely manuscript processing. Coordinated with IT and Special Issues teams to resolve user complaints.

Assigned and tracked operations team tasks, ensured on-time client delivery, and approved team purchase orders. Supported existing clients with enquiries and concerns.

Provided inbound technical support for the Samsung UK Audio Visual team, including repair service coordination and email support.

Handled flight, hotel, and car booking requests, providing accurate information and effective solutions to customers.

Handled customer inquiries and complaints, logging details accurately in the CRM. Advised customers on current offers and resolved technical issues.

Grade: A, A, A, B

Completed the British Council Advanced Conversation Program, consisting of four courses from 2012 to 2013 with grades A, A, A, and B.

Bachelor's degree from the English Department, Faculty of Arts, Ain Shams University, completed in 2012.

Grade: Very Good

Completed Berlitz English Proficiency Level 8 with a grade of Very Good from March to December 2011.

Secondary education from El Nokrashi Language School in Cairo, Egypt, completed in July 2008.