Oumar Masood

Customer Support Manager @Vortexa

London, GB

Responsible for planning, directing, and overseeing the operations and health of the Support team at Vortexa. Responsibilities and achievements include- Plan, evaluate, and improve the efficiency of support processes and procedures to enhance speed, quality, efficiency, and output, as individuals as well as a team- Mentoring, and developing staff skills, including overseeing new employee onboarding and providing career development planning and opportunities- Migration of support ticketing from ZenDesk to Jira Service Desk- Build reports and dashboards for measuring individual and team metrics- Developed a “Client Support Insights” report to allow Sales/Account Managers better understand the needs and wants of their clients, as well how we as Support can better service the clients- Communicate service level updates to leadership team via bi-weekly meetings- Built out an Knowledge Base Repository for internal use

City University London

Bachelor's Degree

The Open University

Cisco Certified Network Analyst