Ibtisam ul Haq
@ibtisamulhaq
Customer service and chargeback analyst skilled in payments and cross-team coordination.
PakistanWhat I'm looking for
I am a customer service and operations professional with over 2.5 years supporting global clients across fintech, ride-hailing, food delivery, and e-commerce. I handle inquiries across voice, chat, and email, troubleshoot platform and payment issues, and maintain precise CRM records.
In my current role I support Revolut users on payments, accounts, and compliance, investigate and manage chargeback claims using VROL and Mastercom, and collaborate with wealth, trading, crypto, and accounts teams. I also act as a Team Coordinator, monitoring KPIs (CSAT, NPS, SLA, QA), coaching teammates, and managing escalations.
I consistently maintain high CSAT and adherence, have experience with compliance documentation (KYC, CDD), and am flexible with rotational shifts including nights and weekends. I bring reliability, clear documentation practices, and a focus on efficient cross-team resolution.
Experience
Work history, roles, and key accomplishments
Customer Support Analyst
Mindbridge
Oct 2024 - Present (11 months)
Support global Revolut users via chat and email on payments, accounts, and compliance; investigate and manage chargeback claims using VROL and Mastercom and escalate technical cases to cross-functional teams.
Customer Support Specialist
Mindbridge
Oct 2024 - Present (11 months)
Supported global Revolut users via chat and email on payments, accounts, and compliance cases, investigated chargebacks and resolved disputes using VROL and Mastercom, and maintained documentation while escalating technical issues.
Customer Service Representative
Mindbridge
May 2023 - Oct 2024 (1 year 5 months)
Handled 80+ daily calls, chats, and emails for Uber, Careem, and Talabat projects, coordinated with drivers and vendors to resolve issues, and maintained CSAT above 95% with adherence over 98%.
Amazon Account Manager
Freelancer
Sep 2021 - Nov 2022 (1 year 2 months)
Managed Amazon Seller Central accounts including listings, inventory, and orders, supported onboarding and compliance documentation, and handled disputes for international clients on Amazon and Daraz.
Education
Degrees, certifications, and relevant coursework
VPVirtual University of Pakistan
Bachelor of Science in Information Technology, Information Technology
2019 - 2022
Pursued Bachelor of Science in Information Technology at Virtual University of Pakistan from 2019 to 2022; program incomplete.
VPVirtual University of Pakistan
Bachelor of Science, Information Technology
2019 - 2022
Pursued a Bachelor of Science in Information Technology (incomplete) at Virtual University of Pakistan from 2019 to 2022.
Government Islamia College Civil Lines, Lahore
F.Sc. Pre-Engineering, Pre-Engineering
2017 - 2019
Completed F.Sc. Pre-Engineering program focusing on math and science subjects from 2017 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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