Amira Kamel

Results-driven Management and Performance Specialist with over 10 years of experience in customer service, operations management, and quality performance. Proven ability to enhance operational efficiency, optimize KPIs, and drive business growth. Successfully reduced complaint response time by 90%, increased customer retention by 15%, and improved service adoption rates by 30%.

Skilled in data analysis (SPSS, CRM), strategic planning, and leading cross-functional teams to achieve organizational goals.

Customer Service and Performance Management Officer at Alexandria Drinking Water Company (2021-01 – Present)

• Led performance evaluation processes and monitored KPIs to improve service efficiency and customer satisfaction
• Reduced complaint response time by 90% and achieved resolution within 48 hours
• Decreased critical complaints by 46% through data-driven corrective action plans
• Increased electronic service usage by 30% through customer behavior analysis
• Improved customer retention by 15% by implementing targeted engagement strategies
• Prepared monthly and quarterly performance reports for senior management
• Identified training needs and evaluated staff performance to enhance productivity
• Participated in operational planning and quality assurance audits
• Analyzed customer feedback using SPSS and CRM systems to support decision-making
• Contributed to increasing company revenue by 32% during 2024

Public Relations Manager at Mokhtar Group for Navigation (2017-01 – 2021-12)

• Managed public relations operations and client communication strategies
• Led business events and conferences, attracting new clients and partnerships
• Improved internal communication processes across departments
• Managed budgets for customer experience and service improvement projects

Public Relations Specialist at Mokhtar Group for Navigation (2013-01 – 2017-12)

• Handled client relations and resolved service-related issues
• Supported marketing and communication initiatives to enhance brand image

Master of Business Administration in MBA – Alexandria University (2024-01)

Professional Diploma in Education Policy & Planning – Menoufia University

Bachelor of Arts & Education in Arts & Education – Menoufia University