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Ajmal Khan

@ajmalkhan1

Team Leader at Abacus Consulting, who kept chat support ASA under 20 seconds and earned Top Team Lead of the Month for five consecutive months.

Pakistan

Message

What I'm looking for

I'm seeking opportunities in a growth-oriented environment that values dedication, innovation, and continuous development.

At Abacus Consulting Ltd. (inDrive), I direct and monitor a chat support team, maintaining an Average Speed of Answer under 20 seconds and Average Handling Time under 10 minutes while sustaining customer satisfaction scores of up to 75%.

I was recognized as Top Team Lead of the Month for five consecutive months for queue management, service delivery, and team productivity optimization.

At Mindbridge (PVT) Ltd. (UBER), I worked as a Floor Manager and Team Lead, overseeing teams responsible for rides, social media, safety, and account security. The social media team handled approximately 1,200 to 1,500 daily queries, while the account security team blocked approximately 500 to 800 cards and more than 5,000 fake accounts.

Earlier, I worked in insurance, accounts, HR, and marketing. At Hyper Resource Management (PVT) Ltd., I maintained payroll for approximately 200 contractual staff, and at Malee Foods (PVT) Ltd. I assisted with social media marketing and compiled sales reports in Microsoft Excel.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Abacus Consulting

Sep 2025 - Present (1 year 2 months)

Directed and monitored a high-volume chat support team to ensure strict compliance with documented workflows and SOPs. Recognized as Top Team Lead of the Month for 5 consecutive months for exceptional performance in queue management and service delivery.

Operational Governance SLA Adherence Queue Optimization KPI Tracking Team Leadership Customer Satisfaction Average Speed Of Answer Average Handle Time

Floor Manager

Mindbridge (PVT) Ltd.

Jul 2018 - Sep 2025 (7 years 2 months)

Managed client relationships, performance, people, and learning & development. Drove initiatives to enhance CSAT, reduce DSAT, and control attrition and shrinkage.

Customer Relationship Management Customer Service Escalation Management KPI Monitoring Data Driven Decision Making Team Leadership Training Program Design Coaching CSAT DSAT Attrition Analysis Shrinkage And Attrition Management

Team Lead

Mindbridge (PVT) Ltd.

Jan 2018 - Dec 2018 (11 months)

Handled various teams ensuring KPI achievement including CSAT, Quality, AHT, and Attendance. Managed rides, social media, safety, and account security risk teams, handling up to 1,500 daily queries and blocking fraudulent accounts.

Team Leadership KPI Tracking Social Media Management Safety Compliance Fraud Prevention Jira Customer Support Escalation Management

Unit Head

Jubilee Life Insurance

May 2017 - Apr 2018 (11 months)

Achieved monthly business targets, supervised team members, and reported to branch manager. Conducted interviews, briefed new candidates, and maintained records of issued policies.

Sales Management Team Supervision Recruitment Client Meetings Policy Issuance Record keeping

Assistant Manager Accounts & HR

Hyper Resource Management (PVT) Ltd.

Apr 2012 - May 2017 (5 years 1 month)

Maintained receivables and payables, handled withholding tax and sales tax, prepared final accounts, and managed HR functions including payroll, contracts, and employee relations.

Accounts Receivable Accounts Payable Withholding Tax Sales Tax Payroll HR Management Employee Relations Recruitment EOBI PESSI

Management Trainee Officer

Malee Foods (PVT) Ltd.

Oct 2011 - Mar 2012 (5 months)

Assisted Marketing Manager with social media marketing, maintained client records, participated in company events, and compiled sales reports in Microsoft Excel.

Social Media Marketing Client Records Event Participation Sales Reporting Excel