Injixo
Khaled Alosta
Doha, Qatar
Summary
Experienced HR and Operations Professional with 9+ years in call center leadership, workforce management, and employee development. Skilled in Odoo, SAP, Injixo, and Siebel, with a proven track record of maintaining high service levels, optimizing workflows, and leading digital implementations. Strong focus on performance, compliance, and creating efficient, people-focused environments.
Overview
9
9
years of professional experience
10
10
Certifications
2
2
Languages
Work History
Human and Information Resources Coordinator
Seed Health and Wellness Centre
01.2025 - 09.2025
- Managed 5 cross-functional projects simultaneously, consistently meeting 100% of deadlines and achieving project objectives without compromising quality or stakeholder satisfaction.
- Handled 50+ employee inquiries monthly as the primary HR contact, contributing to a 25% increase in employee satisfaction survey scores and actively supporting conflict resolution efforts.
- Led successful implementation of performance appraisal modules, internal knowledge base on Odoo, Sully AI and WhatsApp Business API, improving operational efficiency by 30%.
- Assessed training needs and coordinated 20+ training sessions, ensuring 100% compliance with mandatory certifications and maintaining accurate training records for all employees.
- Ensured compliance with local labor laws and clinic SOPs, maintaining 100% accurate and up-to-date employee records in Odoo for 20+ staff members.
- Resolved 90% of Level 1 IT support requests internally (PCs, printers, software), reducing downtime and support wait times, while escalating advanced issues as needed.
Customer Service Team Lead & WFM Lead
Emovis
08.2021 - 11.2024
- Built SOPs and end-to-end workflows for a startup call center, leading to a 40% improvement in onboarding efficiency and operational consistency.
- Managed a team of 20 agents, leveraging Injixo for accurate forecasting and scheduling, resulting in a 25% increase in service level adherence during peak hours.
- Utilized SAP to maintain accurate customer records and documentation, contributing to a 15% reduction in repeat customer inquiries.
- Implemented performance evaluation and QA procedures, improving agent quality scores by 30% through targeted coaching and process training.
- Collaborated with management to recruit and train new hires, reducing attrition by 20% and ensuring continuous service coverage through optimized shift planning.
Workforce Real Time Analyst
Starlink, Ooredoo Qatar
09.2017 - 07.2021
- Monitored and optimized real-time inbound traffic across multiple locations, maintaining daily service levels and agent efficiency above 85%.
- Produced AD HOC reports, dashboards, and forecasts, driving data-based decisions that improved call center productivity by 20%.
- Managed workforce operations, including overtime, shift swaps, PTO, and break schedules, ensuring 100% coverage and minimal service disruption.
- Conducted multifactor cost and performance analysis to support strategic planning and labour negotiations, contributing to more accurate budgeting.
- Developed training materials and onboarding content, streamlining new hire integration and reducing ramp-up time by 25%.
Call Center Representative
Starlink, Ooredoo Qatar
09.2016 - 09.2017
- Handled 85+ inbound calls daily, delivering high-quality support and contributing to a 15% increase in customer satisfaction scores.
- Utilized Siebel CRM to accurately log and manage customer data, ensuring seamless documentation and faster issue resolution.
- Resolved product and service concerns, achieving a 20% improvement in first-call resolution and supporting customer retention efforts.
- Promoted alternative products during stockouts, directly contributing to upselling success and revenue growth.
- Escalated critical issues effectively and maintained full compliance with call scripts, improving productivity and ensuring consistent service standards.
Education
BBA - Management And Leadership
University of Maine At Presque Isle
USA 04.2001 -
Diploma - Telecommunication And Network Engineering
Collage of North Atlantic
Qatar 04.2001 -
Skills
Operations management
Staff management
Problem-solving
Team Collaboration
Adaptability and flexibility
Administrative leadership
Staff supervision
Document management
Certification
Marketing Research Associate
Software
IEX
Siebel CRM
SAP CRM
Microsoft 365
CDMS (Government Communications System)
Odoo
Timeline
Human and Information Resources Coordinator
Seed Health and Wellness Centre
01.2025 - 09.2025
Marketing Research Associate
08-2022
Digital Marketing Associate
08-2022
Marketing Strategy Associate
08-2022
Scrum Fundamentals Certified
08-2022
Lean Six Sigma Yellow Belt Certification
08-2022
Basic Fire Fighting, DiSS
11-2021
Basic First Aid with CPR, DiSS
11-2021
Customer Service Team Lead & WFM Lead
Emovis
08.2021 - 11.2024
CCNA Routing and Switching: Connecting Networks
12-2020
CCNA Routing and Switching: Scaling Networks
05-2020
Workforce Real Time Analyst
Starlink, Ooredoo Qatar
09.2017 - 07.2021
Call Center Representative
Starlink, Ooredoo Qatar
09.2016 - 09.2017
Summer Internship - QAPCO
06-2016
BBA - Management And Leadership
University of Maine At Presque Isle
04.2001 -
Diploma - Telecommunication And Network Engineering
Collage of North Atlantic
04.2001 -
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