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Huzaifa Zahid

@huzaifazahid786

Ex-Revolut Top 10 global agent. Fintech customer support specialist delivering chargeback resolution and top-tier CSAT on global chat/email teams.

Pakistan

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What I'm looking for

I’m seeking a fully remote chat or email support role with a global team, where I can handle fintech disputes and chargebacks, maintain SLAs, optimize CSAT/AHT, and grow through QA feedback and process improvement.

I’m a Remote Customer Support Specialist with 5+ years of experience in fintech and BPO environments, focused on live chat and email support, chargeback management, and payment dispute resolution. I’m known for improving customer satisfaction while staying precise under pressure.

At Revolut (via Mindbridge BPO), I delivered high-volume support across global markets and consistently met CSAT, RSAT, and SLA targets. I was recognized by Revolut as a Global Top 10 Agent in Card Payments performance (May 2024), with an official certification.

I specialize in card payment disputes, chargeback processing, digital banking queries, and account-related issue resolution. I also handle escalated cases involving vulnerable customers with full regulatory compliance, empathy, and accurate documentation.

I enjoy operational excellence—managing ticket queues in Freshchat, Zendesk, and Jira while improving AHT and first-contact resolution rates. I’ve mentored and onboarded junior agents, collaborated with QA and backend teams to streamline workflows, and supported process improvement and SOP adherence.

Experience

Work history, roles, and key accomplishments

Current

E-Commerce Business Owner

Current

Self Employed

Oct 2024 - Present (1 year 8 months)

Independently launched and managed an e-commerce operation covering product sourcing, customer service, order fulfillment, and digital marketing. Handled customer complaints and maintained agile decision-making to manage day-to-day operations.

E Commerce Operations Customer Service order fulfillment Product Sourcing Complaint Resolution Digital Marketing Process Improvement Agile Decision Making

Remote Customer Support Specialist

Revolut (Mindbridge BPO)

Apr 2022 - Sep 2024 (2 years 5 months)

Delivered high-volume live chat and email support for Revolut customers across global markets, consistently meeting CSAT/RSAT and SLA targets. Earned Revolut Global Top 10 for Card Payments Performance (May 2024) and handled escalated vulnerable-customer and payment-dispute cases with compliant documentation.

Live Chat Support Email Support Chargeback Management Payment Disputes Freshchat Zendesk Jira Escalation Handling CSAT SLA

Team Lead

H-Tech Communication

Apr 2017 - Mar 2022 (4 years 11 months)

Led and coached a team of 10+ agents across inbound and outbound customer service campaigns, setting and monitoring individual and team KPIs. Conducted QA assessments and structured training, maintained SOP compliance, and was awarded Employee of the Year (2018) for exceptional leadership and performance.

Team Leadership Coaching & Mentoring & QA KPI Management Training Programs Inbound & Outbound Customer Service Customer Experience (CX)Process Improvement

Rider Chat Support Agent

Foodpanda (Mindbridge BPO)

Jul 2020 - Mar 2021 (8 months)

Provided real-time live chat support to Foodpanda delivery riders, resolving order issues, app technical problems, and payment queries while meeting AHT targets. Managed high-volume Freshchat queues with accurate tagging and thorough case documentation.

Live Chat Support Rider Support Freshchat AHT Customer Care Case Documentation