Open to opportunities

Kounain Masood

@kounainmasood

HR leader and talent development specialist improving hiring, retention, and performance through measurable people strategy.

India

Message

What I'm looking for

I’m looking for an HR/talent leadership role where I can optimize hiring, build high-performing teams, and drive measurable improvements in retention and performance—while partnering closely with executives on talent strategy, succession planning, and compliance.

I’m a strategic HR leader and talent development specialist with 4+ years driving organizational excellence through end-to-end recruitment, leadership development, performance optimization, and change management. I’ve helped teams deliver measurable outcomes—reducing time-to-hire by 40%, improving retention by 25%, increasing First Contact Resolution (FCR) by 30%, and lifting Customer Satisfaction (CSAT) by 18%—while maintaining strong audit compliance.

In my current role as Human Resource Manager at Genceesoft Innovations, I built and executed HR operations for a fast-growing remote startup, owning recruitment, onboarding, payroll processing, compliance, performance management, and employee engagement. Previously, as a Team Leader in Customer Support at Firstsource Solutions, I led a 15+ person team and coached performance through escalations, workshops, and development support, earning “Best Team Leader – Q2 2024.” Earlier, as a Senior Customer Service Representative at Amazon Development Centre, I drove FCR and CSAT improvements while mentoring junior teammates, recognized as “Star Performer” and “Team of the Quarter.”

Experience

Work history, roles, and key accomplishments

Current

Human Resource Manager

Current

Genceesoft Innovations

Dec 2024 - Present (1 year 6 months)

Built and executed end-to-end HR operations for a remote startup, covering recruitment, onboarding, payroll processing, benefits administration, compliance, performance management, and employee engagement. Led strategic hiring and retention initiatives while ensuring 100% audit compliance and improving recruiting effectiveness and workforce stability.

Talent Acquisition HR Operations Onboarding Payroll Processing HRIS Administration Performance Management Employee Engagement & Compliance Succession Planning

Team Leader - Customer Support

Firstsource Solutions

Jun 2023 - Sep 2024 (1 year 3 months)

Led a 15+ person customer support team and improved retention by 25% through targeted engagement programs, mentorship, and career development pathways. Managed KPIs (FCR, AHT, CSAT) to ensure SLA adherence, coordinated with QA/training, and reduced attrition by addressing root causes.

Team Leadership Customer Support KPI Tracking FCR CSAT SLA Management Coaching Employee Engagement

Senior Customer Service Rep

Amazon Development Centre

Mar 2022 - Apr 2023 (1 year 1 month)

Improved first-contact resolution (FCR) by 30% and CSAT by 18% while maintaining 95% average CSAT for Amazon global customers; recognized as Star Performer (2022). Delivered multi-channel support (chat, email, voice) and mentored junior team members.

Customer Support First Contact Resolutions CSAT KPI Tracking Process Optimization Mentorship

Senior Customer Service Representative

Amazon Development Centre

Mar 2022 - Apr 2023 (1 year 1 month)

Provided multi-channel customer support (chat, email, voice) while improving FCR by 30% and CSAT by 18%, maintaining an average 95% CSAT. Mentored junior team members, optimized service processes, and contributed to repeated 'Team of the Quarter' recognition.

FCR CSAT Process Optimization Coaching Mentoring KPI Reporting

Accountant

Soultech Bahraini Partnership

Dec 2020 - Dec 2021 (1 year)

Managed bookkeeping, payroll processing, financial reconciliation, and audit support while reducing reporting errors by 30%. Delivered full audit completion with zero compliance issues and maintained 100% accuracy across accounting workflows.

Bookkeeping Payroll Processing Financial Reconciliations Audit Support Financial Reporting Accounting Workflows Quality Control