Asad Ali
@asadali14
Senior fintech customer support specialist improving SLA compliance and fraud dispute containment.
PakistanWhat I'm looking for
I’m a fintech customer support specialist focused on maintaining SLA compliance, handling fraud and dispute containment on high-risk transaction queues, and improving CSAT through cross-functional execution. I’ve supported escalated operations as a “Team Lead in Training,” while mediating disputes in the FTDH (Fraudulent Transaction Dispute Handling) queue and supporting risk/compliance liaison work.
I also bring technical operational experience from prior 24/7 NOC work—monitoring network infrastructure, analyzing traffic flows, and detecting/escalating incidents via unified logging systems. I enjoy building automated reporting dashboards (Excel/Sheets) to audit shift queues and track team performance, and I’m equally comfortable with escalation management, workflow optimization, and empathy-driven resolution.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Specialist
SadaPay / Tribe Consulting
Sep 2024 - Present (2 years)
Selected for fast-track Team Lead training based on performance, supporting escalated operations and shift-level team performance. Maintained strict SLA compliance, optimized CSAT trends using Intercom and Slack, and built automated Excel/Sheets reporting dashboards to audit shift queues and track output.
NOC Engineer
Zong Headquarters
Jan 2022 - Jan 2024 (2 years)
Monitored 24/7 national network infrastructure by analyzing traffic flows to maintain uptime and service reliability. Detected and escalated technical anomalies and downtime incidents using unified logging systems.
Customer Experience Executive
SadaPay
Worked as an FTDH (Fraudulent Transaction Dispute Handling) queue specialist on high-risk dispute mediation and compliance/risk containment. Acted as a liaison between users and the Risk & Compliance team, tracking escalations and compliance records via Jira.
Education
Degrees, certifications, and relevant coursework
Govt. Arif Higher Secondary School
Intermediate in FSc (Pre-Engineering), FSc Pre-Engineering
Completed Intermediate (FSc) Pre-Engineering at Govt. Arif Higher Secondary School.
EFSET
EFSET English Proficiency Certification, English Proficiency
Grade: 70% (Advanced/C1 Proficient)
Earned an EFSET English proficiency certification with a reported score of 70% (Advanced/C1 Proficient).
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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