Amir Saleem
@amirsaleem
I rebuild enterprise support operations, improving CSAT, SLA performance, and escalation outcomes at scale.
PakistanWhat I'm looking for
I've led support and operations at Shufti Pro, Motive, and S&P Global, improving enterprise service delivery across fintech, SaaS, identity verification, and financial data platforms.
At Motive, I rebuilt a 78-person global Tier-2 enterprise support operation, raising CSAT from 78% to 96% in under six months. I redesigned escalation protocols, SLA tracking, response workflows, and real-time CSAT and FRT reporting while coaching support specialists across products and regions.
At S&P Global, I cleared a 5,000-ticket backlog in under eight weeks while sustaining 98% client satisfaction. I also led LEAN automation initiatives that saved 3,000+ hours annually and delivered $10M+ in tracked client value through ETL deployments and data platform migrations with zero data integrity failures.
Today at Shufti Pro, I build scalable knowledge, reporting, and governance systems, including 50+ SOPs, a centralized operations dashboard, and improved HubSpot data integrity. I enjoy making support quality measurable, consistent, and dependable across teams, time zones, and high-stakes enterprise accounts.
Experience
Work history, roles, and key accomplishments
Senior Executive — Operations & Support
Shufti Pro
Jan 2025 - Present (1 year 7 months)
Reduced new hire onboarding time by 3 weeks by designing a centralised Knowledge Management System of 50+ SOPs. Built a centralised operations dashboard and improved CRM data integrity by 35% through a HubSpot data governance overhaul.
Rebuilt enterprise support operations from 78% to 96% CSAT in under 6 months by redesigning ticket escalation protocols, SLA tracking systems, and agent response workflows. Managed end-to-end Tier-2 support operations and coached 78 support specialists across all product lines and regions.
Cleared a 5,000-ticket backlog in under 8 weeks while sustaining a 98% client satisfaction score. Saved 3,000+ support and operational hours annually by leading LEAN automation initiatives and delivered $10M+ in tracked client value through ETL deployments and data platform migrations.
Education
Degrees, certifications, and relevant coursework
National University of Computer and Emerging Sciences
Bachelor of Science, Computer Science
2012 - 2016
Bachelor of Science in Computer Science from the National University of Computer and Emerging Sciences (FAST) from 2012 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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