Ibrahim Alosta

Taqat Customer Service Solutions

• Led the end-to-end establishment of Taqat Customer Service Solutions, a contact center operation built from the ground up, including workforce planning, hiring, onboarding, and training, while defining and implementing operational procedures, SOPs, and enabling technologies to ensure a successful launch and service readiness.

• Managed day-to-day contact center operations, driving service delivery excellence through performance monitoring, KPI tracking, and structured operational reporting, ensuring consistent customer experience quality and continuous improvement across service channels.

• Developed and executed data-driven operational and customer experience (CX) strategies to enhance efficiency, productivity, and customer satisfaction (CSAT), leveraging analytics and insights to support both tactical actions and strategic decision-making.

• Partnered with cross-functional internal stakeholders to identify, prioritize, and implement process improvement initiatives, optimizing workflows, strengthening service quality, and improving operational alignment across teams and business units.

• Led, mentored, and developed a high-performing team, applying performance management, coaching, and knowledge transfer practices to foster a culture of accountability, continuous improvement, and sustainable achievement of organizational objectives.

Experienced operations leader with expertise in managing large-scale events
with 1, 000+ attendees and crowd management. Proficient in tools like Power
BI and Rosterfy for volunteer management. Skilled in leading teams, resolving
incidents, and enhancing customer service through competency assessments
and strategic recommendations. Adept at CRM administration using ERP, AI
tools, Fresh-service solutions, and Security Information and Event
Management (SIEM) systems to monitor, detect, and respond to incidents
effectively. Proven ability to develop communication strategies and create
impactful presentations, reports, and manuals.

• Volunteers and Staff training since induction. Manage and lead 10 employees, and support 20, 000+ volunteers across FIFA World cup Qatar 2022 functional teams.

• technical skills in enterprise applications such as ERP, CRM, and BI tools.

• Manage, supervise and provide direction for the Application Support team, ensuring that all service level agreements are met, and incidents are resolved in a timely manner.

• Providing regular reports on system performance and identifying opportunities for improvement.

• Responding to emails on central mailbox for volunteers inquiries.

• Defining detailed policies, procedures, concept of operations, operational plans, services inventory, etc. as relates to volunteers.

• Leading support Services team by example, providing clear guidelines and solutions, mitigating conflicts, and motivating staff.

• Facilitate volunteer’s teams with all functional areas.

• Seeking and define integrated communication strategy and being point of reference for volunteer’s communications.

• Development of tools and materials (including presentations, reports, manuals, etc.) and keeping it regularly updated. Effective measurement working tools using (Freshwork analytics and Rosterfy) .

• Seeking ideas and contributing to innovations that can enhance volunteer’s experience.

• Develop and conduct volunteers survey to monitor quality of delivery and elaborate daily report to submit to management.

- Part of Customer Service Department committee that helped improved and implemented current center setup.
- Team leader and real time coordinator by manage inbound\outbound calls in timely manner using Tawk, Contact experts’ program and internal work portal.
- Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives.
- Meet team qualitative and quantitative targets
- Boosted customer service satisfaction ratings through consistent quality control.

- Part of core workforce team for Qatar university graduation ceremonies, fresh student orientation day, and Volunteers center events and workshops.
- Work closely with over 10.000 Qatar university volunteers and Manage any necessary related logistics and operations asked form management.
- Upheld best practices for budgeting, projects, timelines and presentations while developing detailed planning strategies.
- Determined root causes of problems with systematic approach and developed new ideas to overcome obstacles.
- Support over 5000 undergraduate students in registration related inquirers.
- Offered friendly and efficient service to students, handled challenging situations with ease.
- Help undergraduate student to register courses and answer their inquiries about the university courses . Data entry and organize event.