Mostafa AbdElKader

Director, Client Services @Confidential

ConsultingCall CenterCustomer ServiceData Entry

"Driving transformation and empowering success with strategic vision and human touch." With over 15 years of proven experience across customer support, service delivery, and project management, I've consistently delivered results that elevate performance and make a meaningful impact. My journey has been about turning challenges into opportunities, building high-performing teams, and leading with a focus on innovation, efficiency, and customer satisfaction. I am passionate about helping businesses scale by leveraging technology, optimising processes, and fostering a culture of continuous improvement. My leadership style is people-centric yet performance-driven, ensuring that teams feel empowered while achieving outstanding results. Whether it’s reducing operational costs by 45% or boosting SLA performance by 42%, I am committed to driving measurable outcomes that benefit both the business and its customers. ♦ Spearheaded initiatives that improved first-call resolution by 49% while reducing time-to-resolve by 36%. ♦ Led a service transformation that increased overall SLA performance by 92% and customer satisfaction by 69%. ♦ Streamlined operations resulting in a 7% reduction in incidents and a 78% improvement in first-contact resolution. ♦ Developed self-service enhancements that empowered customers and reduced reliance on support resources. ♦ Transformed the service desk structure, leading to an 85% boost in on boarding efficiency and SLA performance. I’m driven by a desire to make a difference—whether it’s through strategic change management, optimising service delivery, or unlocking the full potential of a team. I thrive in dynamic environments where innovation, adaptability, and customer-centricity are key. If you’re looking for a partner to elevate your business operations, deliver customer success, or lead strategic transformation, let’s connect. I’m always eager to share insights and explore new opportunities.