Islam Adel

Background

About Islam Adel

Senior Customer Experience & Operations Manager | Interpretation (OPI/VRI) & Call Center LeadershipStrategic operations leader with 5+ years of experience driving large-scale customer experience, team performance, and client success in fast-paced interpretation (OPI/VRI) and call center environments. Expert in scaling operations, optimizing workflows, and leading high-performing teams to exceed SLAs and client expectations.Key Leadership Achievements:Large-Scale Operations Management: Direct oversight of 1,200+ active interpreters, ensuring quality, compliance, and efficiency across high-volume interpretation services.Client Portfolio Leadership: Successfully manage 6 key client accounts, aligning operational delivery with contractual SLAs and KPIs.Multi-Layer Team Leadership: Lead 2 operations assistant managers and 13 supervisors, fostering accountability, skill development, and cross-team collaboration.Performance-Driven Culture: Implement targeted coaching, engagement programs, and process improvements that boost interpreter retention and output.