Open to opportunities

Muhammad Ali Zahid

@muhammadalizahid

Message

Customer Experience Manager who drives retention through data-led support and calm leadership.

Pakistan

Message

What I'm looking for

I want to lead customer experience and support operations in a FinTech/SaaS environment—using data (Looker, Salesforce) to improve SLAs, reduce friction, and build high-performing teams with a calm, customer-first culture.

I’m a Customer Experience Manager with 5+ years of progressive experience designing and leading end-to-end customer journeys in high-growth FinTech and SaaS environments. I transform customer touchpoints into meaningful, loyalty-building interactions that drive retention and long-term value, keeping client relationships at the center of every decision.

I’ve led and scaled customer operations by aligning cross-functional teams around a shared customer-centric vision, using tools like Looker and Salesforce to identify friction points and implement scalable improvements. From workforce planning to SLA coverage and Risk & Reward targets, I build service excellence through performance monitoring, Root Cause Analyses, knowledge-sharing, and people leadership that sustains high-performance cultures.

Experience

Work history, roles, and key accomplishments

Team Manager (Support)

Mindbridge Pvt Ltd (Revolut)

Oct 2024 - Dec 2025 (1 year 2 months)

Oversaw a FinTech support operation across Customer Support and Technical Support, managing 9 Team Leads and 117 Customer Service Advisors while maintaining SLA delivery. Owned workforce planning and daily performance reviews, achieving 100% SLA coverage and meeting quarterly Risk and Reward score targets.

Workforce Planning SLA Management Team Leadership Customer Support Operations Performance Monitoring Quality Improvement Cross Functional Stakeholder Management

Team Lead, Support

Mindbridge Pvt Ltd (Revolut)

Mar 2023 - Oct 2024 (1 year 7 months)

Led a team of 13 support specialists across Customer Support and Technical Support through coaching, one-on-ones, and measurable accountability. Conducted Root Cause Analyses and managed Risk Incident Reports to minimise client-facing service disruption.

People Management Knowledge Sharing Escalation Management Customer Support Operations

Technical Support Specialist

Mindbridge Pvt Ltd (Revolut)

Feb 2022 - Mar 2023 (1 year 1 month)

Handled 60–80 high-volume FinTech support interactions daily via chat, phone, and JIRA Service Desk while maintaining strong CSAT and productivity metrics. Resolved complex transactions, performed sensitive account reviews, and ensured 100% adherence to KYC/AML and compliance policies.

Technical Customer Support Jira Service Desk KYC & Compliance Policy Enforcement

Sales Account Executive (SMB)

KeepTruckin

May 2020 - Oct 2020 (5 months)

Managed end-to-end SMB sales cycles in a high-velocity environment, consistently meeting or exceeding monthly new business quotas. Conducted 100+ outbound cold calls per day, qualified prospects via consultative discovery, and used Salesforce CRM to maintain accurate pipeline forecasting and territory discipline.

SMB Sales Outbound Prospecting Cold Calling Contract Negotiation Pipeline Management Salesforce CRM Sales Forecasting

Sales Development Representative (SDR)

NextGen Technologies

Jun 2019 - Mar 2020 (9 months)

Generated qualified interest by contacting prospective customers and pitching Medicare plans through high-volume outbound calls. Averaged 200 customer contacts daily, qualified leads, and tracked customer and policy details using Zoho CRM while meeting weekly and monthly targets.

Outbound Prospecting Cold Calling Lead Qualification Medicare Plan Pitching Zoho CRM