Moustafa Ghobashy

• Established the full operational foundation for the call centre by creating KPI matrices, SOPs, quality frameworks, and organization structure, enabling consistent service delivery and measurable performance.
• Drove end-to-end digital transformation initiatives to enhance customer touchpoints.
• Designed and executed omni-channel customer journeys across Voice, WhatsApp, Email, Web, Mobile App.
• Collaborated with IT & Product teams to integrate CRM, IVR, and digital platforms to reduce customer effort.
• Leading daily call centre operations and coaching teams to deliver service excellence, higher customer satisfaction, and increased sales conversions.

Scaled Operations in Hyper-Growth Environment

• Built call centre & user experience (UX) processes from scratch, improving customer conversion rate by 50% within 2 months.
• Implemented measurable KPI framework (CSAT, First Response Time, Resolution time) to elevate customer experience quality and raising team accountability.
• Designed lean operational workflows for a distributed team across 5 countries (UAE, KSA, Bahrain, Jordan, USA).
• Drove Industry Recognition (Logistics Startup of the Year 2023 & Innovator of the Year 2023)
• Scaled operations to serve 100+ countries with localized strategies for MENA & US markets.
  

Product Design & Agile Execution

• Led MVP development for mobile app, reducing onboarding time by 10%.
• Ran Agile sprints (Scrum/Kanban) to prioritize features, adapting to market needs.

Vendor & Cost Optimization

• Negotiated contracts with Fintech, SAAS & Logistics suppliers, reducing logistics costs by 70% without compromising quality.
• Implemented vendor scoring system to streamline partnerships and improve SLA compliance.

Customer Experience Management

• Planned staff rotas to meet customer needs whilst remaining under budget.
• Recruited high-performing, reliable staff for improved team productivity.
• Managed resource and capacity planning to support forecasted business needs.
• Defined KPI targets to maintain solid standards of work in Customer Experience team.
• Implemented personal development programs to enhance staff capabilities and satisfaction.
• Led high-achieving call centre teams in delivering quality customer care.

Vendor Management

• Vendor scouting and contract negotiations to achieve quality service and value for money.(BPO)
• Managing 3 call centre sites in KSA & Bahrain with 200+ FTEs
• Directed daily operations to achieve maximum output and reduce costs.
• Identified, tracked, and managed risk, proposing remedial activities and plans to prevent service failure.
• Maintained >90% service compliance, verifying services provided were thoroughly documented, audited, and regularly improved upon.

Program and Process Management (CRM)

• Led lifecycle project delivery, effectively planning to remain within scope and budget.
• Troubleshoot complex operational issues by diagnosing root causes and devising effective solutions.
• Aided senior leadership by collecting and analyzing data to generate reports for continuous improvement or corrective action planning.
• Acted as initial point of contact for program-level queries and complaints.
• Designed and implemented training to further develop staff based on business goals.
• Mapped current business and operational processes and offered recommendations for improvement.
• Documented process flows and developed requirements for functional improvements.(SOPs)

• Diagnosed and solved iOS & macOS issues for customers against SLAs, maintaining >90% satisfaction rate for EMEA Customers (Europe, Middle East & Africa)
• Evaluated experimental software and hardware data to support ongoing technical research.
• Coaching and Training call centre team.
• Creating action plans for under-performing employees.

• Managed finances and administrative requirements to keep centre operating according to targets.
• Led professional development programs for assembly staff, increasing production efficiency by 30%
• Coordinated maintenance and planned facility activities and recreational programs based on identified patron needs.
• Oversaw centre inventory and placed new orders to keep levels within targets.
• Handling Customer Complains on phone or face-to-face when required.