Kamal A.Gayed
Director of Operations at VOCA Marketing- Claim this Profile
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English Native or bilingual proficiency
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French Limited working proficiency
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Arabic Elementary proficiency
Topline Score
Bio
Credentials
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SwitchGear Coaching Certification
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Experience
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VOCA Marketing
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Canada
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Advertising Services
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1 - 100 Employee
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Director of Operations
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Sep 2015 - Present
Oversees all transactions of promotional products from order to delivery by maintaining communications and having line of sight between suppliers, shippers, and customers Created internal-use documents, training tools and job aids. Managed client accounts relating to their promotional product needs. Created and maintained strong business relationships with suppliers. At VOCA, we pride ourselves on customer service and offering all our clients a tailored experience when it comes to branding and promotional products. Our friendly and knowledgeable team takes a particular interest in your company's style, working with you to make the most out of your existing brand identity. Working within your budget is never an issue, allowing us to put the focus on finding you the perfect product to convey the right message. Our Price Pledge™ means you will always get more for less. Feel free to reach to for your promotional productions/branding solutions! At VOCA "We don't just sell products, we provide solutions"! Show less
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TELUS
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Canada
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Telecommunications
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700 & Above Employee
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Team Manager
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Mar 2011 - Sep 2015
- Managed 12-15 employees.- Primed with various projects (hiring, scheduling, workforce management, training)- Effectively manage resources to meet or exceed service level objectives in tiered support structure.- Perform quality evaluation of calls through remote and side by side activities with a Customer First approach.- People Management - provide day-to-day coaching, direction and leadership to tier 2 (support team) members. Includes real time management of resources, performance management and development, facilitating team meetings, escalations and response- Manage people, tools, processes and procedures to ensure effectiveness, high productivity and friendly service- Implement appropriate performance measures and track them versus targets to drive team member engagement, cost effectiveness and client satisfaction, while reducing churn and re-escalation rates.- Relationship Management - manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues, excellent customer service- Proactively analyze reported service levels and workforce analysis to provide recommendations for improvement. - Ability to investigate, analyze and develop processes to improve team performance and best in class Client Experience. Show less
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Resource\Retention Specialist
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Jan 2009 - Mar 2011
- Supported TELUS Mobility's Loyalty & Retention department- Troubleshot customer issues with agents- Offered guidance and support to empower frontline agents- Handled customer escalations- Managed phone inventory
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Education
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2002 - 2005
Concordia University
Bachelor of Arts (B.A.), Political Science and Government -
Charlemagne
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College Charlemagne
Community
