Waseem Masood

Waseem Masood Technical Support Specialist/Data Processing Expert Rawalpindi, Pakistan •-• - • LinkedIn: waseemmasood1/ PROFESSIONAL EXPERIENCE MEDIAPOINT Customer Support Chat Operator ● Brought new clients to the business through CRM, it increased the business total revenue. ● Developed strategies and introduced new method to bring clients. ● Introduced new reporting system for the team members working on the project. ● Provided support to clients about technical and other issues. APR 2024 - Present RESOURCEX.IO Team Lead-Technical Support MAR 2022 - Dec 2022 ● Spearheaded a team of more than 25 analyst, it was declared the best performing team. ● Improved efficiency by leading sustainable adoption of new and improved method; redesigned key support workflows. ● Developed strategies and implemented new weekly and monthly reporting procedure. ● Developed new KPI’s method to measure the team performance. ● Designed training material and peer-mentoring programs; led training and awareness initiatives. ● Conducted feedback and orientation session for new employees. Business Development: Suggested and implemented strategies to bring new clients to the business in technical support sector. RESOURCEX.IO Quality Assurance Analyst MAR 2018 - Mar 2022 ● Conducted QA for data processed by analyst, identifying and reporting any issues to senior management. ● Proposed and implemented new QA method that increased the efficiency and overall performance. ● Created training materials and operating manuals that made the process easier. ● Testing the panel and identified any bugs and issue. RESOURCEX.IO Content Research Executive OCT 2017 - Mar 2018 ● Conducted web research on different search engines, entering searched information into software/panel and maintain documentation. ● Promoted within 6 months due to strong performance and organizational impact. ● Proposed a new automated method that responds to users’ queries automatically. SSDI Data Entry Operator ● Entering data into software/panel and maintain documentation. ● Generated reports on daily weekly and monthly basis for analysis. ● Present the data in graphs and charts for interpretation. MAR 2017 - May 2017 BRIGHTSPYRE Data Entry Operator JUL 2015 - Nov 2016 ● Online data entry form in portal, transcribing the image into software and preset the data for analysis. ● Ensuring the efficiency and accuracy of data. EDUCATION PMAS – ARID AGRICULTURE UNIVERSITY RAWALPINDI Bachelor of Business Administration 2010 - 2014 ADDITIONAL INFORMATION ● ● ● Achievements: Employee of the year award for the years 2018, 2019 & 2021 from resourcex.io. Technical Skills: Microsoft Office, Data management, Attention to detail, Customer Support, Documentation, CRM, Email mgt, System Administration, Problem Solving, Communication, Time Management, Data Analysis, Research Certifications: Microsoft Office, Advanced Excel – ICEPT-Iqra University Islamabad Campus.