Open to opportunities

Md Masud Alam

@mdmasudalam

Banking professional skilled in call center leadership, customer service, and bookkeeping with QuickBooks & Xero expertise.

Bangladesh

Message

What I'm looking for

Remote Bookkeeper / Xero & QuickBooks ProAdvisor: Manage invoices, reconcile accounts, and prepare reports accurately.
Customer Support Specialist: Resolve issues and ensure client satisfaction.
Call Center Supervisor: Lead teams and boost performance remotely.

Customer-focused and detail-oriented professional with a unique blend of expertise in guest services, financial operations, and call center leadership. Certified QuickBooks and Xero Advisor with hands-on experience streamlining accounting processes for SMEs through cloud-based platforms. Currently thriving as a Banking Call Center Supervisor, leading high-performing teams and delivering exceptional service in dynamic environments. Known for a proactive approach, strong analytical skills, and a commitment to excellence across customer service and financial management domains.

Experience

Work history, roles, and key accomplishments

Current

Team Leader, Call Center Supervisor

Current

BRAC Bank PLC

Feb 2025 - Present (6 months)

Lead and manage a team of 13+ call center agents, ensuring consistent delivery of high-quality banking support. Conduct training, performance evaluations, and apply workforce analytics to optimize efficiency and drive performance improvements.

Call Center Management Team Leadership Training & Coaching Workforce Management Performance Analytics Scheduling CRM Customer Service

Freelance Bookkeeper

Upwork, Fiverr, PeoplePerHour

Nov 2022 - Mar 2025 (2 years 4 months)

Delivered bookkeeping services to small businesses using QuickBooks and Xero, managing invoicing, expense tracking, bank reconciliations, and financial reporting to streamline accounting workflows.

Xero Invoicing Bank Reconciliation Financial Reporting Expense Tracking Small Business Accounting Quickbooks

Freelance Bookkeeper

Freelance

Nov 2022 - Mar 2025 (2 years 4 months)

Provided bookkeeping services to small businesses using QuickBooks and Xero, managing invoicing, bank reconciliations, and financial reporting to maintain accurate records.

Xero Bookkeeping Invoicing Bank Reconciliation Financial Reporting Expense Tracking Small Business Accounting Quickbooks

Officer, Call Center

BRAC Bank PLC

Apr 2023 - Jan 2025 (1 year 9 months)

Delivered responsive and accurate customer support across banking services and handled escalations and complex inquiries to ensure timely resolution and customer satisfaction.

Customer Support Escalation Management Call Handling CRM Quality Assurance Banking Operations problem resolution

Guest Service Executive

BRAC Bank PLC

Apr 2017 - Apr 2023 (6 years)

Provided courteous and professional guest service in high-volume environments, resolved customer complaints, and turned feedback into actionable service improvements to strengthen loyalty.

Customer Service Complaint Resolution Guest Relations Communication Service Improvement Feedback Analysis Problem Solving

Education

Degrees, certifications, and relevant coursework

Institute of Business Administration, Jahangirnagar University

Master of Business Administration, Marketing & Finance

2017 - 2020

Grade: 3.03

Master of Business Administration with concentrations in Marketing & Finance from the Institute of Business Administration, Jahangirnagar University, completed 2017–2020 with a GPA of 3.03.