Mashkoor Ahmed

Lead consumer compliance and customer operations workflows for Earned Wage Access products, prioritizing queues, deadlines, service levels, and accurate documentation. Own complex escalations and coordinate resolution across multiple teams.

Investigated formal and informal consumer complaints, including BBB, CFPB, and attorney matters. Reviewed evidence, documented findings, and supported complaint-response practices that improved BBB rating from B- to A.

Coordinated customer-service queues, escalations, SLA performance, quality monitoring, onboarding, and coaching. Worked with compliance and operations teams to resolve complex cardholder issues.

Delivered phone, email, and case-based support for account access, transactions, disputes, and fraud concerns. Maintained accurate CRM documentation.

Resolved product and account concerns through phone, email, chat, and social channels while capturing feedback and recurring service issues.

Managed schedules, workloads, KPIs, quality, attendance, coaching, onboarding, escalations, and CRM documentation. Recognized as Team Manager of the Month.

Supported customer inquiries, service coordination, documentation, follow-up, and accurate property information.

Led customer-service and sales teams, coached representatives, monitored KPIs and CRM records, handled escalations, and supported onboarding.

Bachelor of Arts in English, Journalism and Economics from the University of Sargodha, completed in 2015.

Completed the Foundation of AML and KYC certification from KYC Lookup.

Completed the Operational Analysis of Suspicious Transaction Reports certification from the Basel Institute on Governance.

Earned a Certificate in Chinese Language from the National University of Modern Languages in 2018.