Open to opportunities

Mohamed Butt

@mohamedbutt

Message

I resolve complex customer issues across high-volume digital support platforms.

United Kingdom

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve complex platform issues, support international clients, improve documentation and processes, and work closely with product and engineering teams.

I've supported Zignaly's international fintech investment platform, resolving account access, balance, allocation, and platform issues across Intercom, Zendesk, chat, and email. I also managed dedicated support for high-value clients and coordinated escalations with product and engineering teams.

My customer service work has delivered measurable results: 100% CSAT at NatWest, performance exceeding targets by 50–100%, and a department record of 180 customer enquiries handled in one day at Affinion International.

I'm experienced in remote, international support environments and communicate with clients in English, French, and Urdu/Hindi across EMEA. I use Customer.io, Asana, Slack, Discord, Lokalise, and support platforms to investigate issues, manage workloads, and maintain clear client communication.

I've also built training curricula, process guides, SOPs, and knowledge-base documentation that improve consistency, enable self-service, and reduce repeat enquiries. I bring experience across fintech, banking, collections, education, and SME client support.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Zignaly

May 2023 - May 2026 (3 years)

Managed chat and email tickets through Intercom and Zendesk, troubleshooting platform issues and coordinating with engineering teams. Served as primary contact for high-value clients and administered the official Discord server.

Zendesk Intercom Customer.io Asana Slack Discord Lokalise Troubleshooting Multilingual Support Customer Relationship Management

Consultant

H.B.C. Consultancy Ltd

Jun 2022 - Apr 2023 (10 months)

Provided client-facing support, documentation, and administrative services to SME and platform clients, maintaining accurate records and consistent communication.

client support Documentation Administrative Services

Income Officer

Solent University

May 2021 - May 2022 (1 year)

Handled student and corporate account relationships, addressing payment queries and resolving disputes while maintaining accurate records across digital systems.

Account Management Dispute Resolution Record keeping Documentation

Debt Collection Advisor

Hilton Baird Collection Services Ltd

Jan 2020 - Apr 2021 (1 year 3 months)

Oversaw client account portfolios across multiple jurisdictions, fielding queries and coordinating complex issue resolution with detailed case records.

Debt Collection Account Management Negotiation Case Management

Collateral Controller

Lloyds Commercial Finance / First Source Solutions

Aug 2016 - Dec 2019 (3 years 4 months)

Administered day-to-day client account operations across a commercial lending portfolio, maintaining accurate records and delivering onboarding training for new team members.

Account Administration Training Documentation Software Implementation

Customer Service Advisor

National Westminster Bank

Jun 2015 - Jul 2016 (1 year 1 month)

Delivered high-volume customer service across inbound, outbound, and live chat channels, exceeding performance targets and achieving 100% customer satisfaction scores.

Customer Service Live Chat Inbound Calls Outbound Fraud Detection

Administration Agent & Customer Service Advisor

Affinion International Ltd

Apr 2014 - May 2015 (1 year 1 month)

Met and exceeded CSAT targets, promoted to complaints team, and rebuilt a training academy from scratch, designing curriculum and assessments for new advisers.

Customer Service Complaints Curriculum Design Record keeping

Sales Representative & Credit Controller

Burossaf SARL

Sep 2009 - Jul 2011 (1 year 10 months)

Managed client accounts and accounts receivable across the Paris charity sector, leading a 2-year strategic sales project achieving a perfect evaluation score.

Sales Credit Control Account Management Strategic Planning