Muhammad Salam

Led a 22-person 24/7 global technical product support organization for Shufti’s KYC/KYB/AML platform across APAC, MENA, Europe, and the USA. Reduced average ticket resolution time by ~35% in the first 60 days, reached 96% SLA compliance within the first quarter, and improved CSAT from ~71% to 87% over 6 months.

Managed a fully remote support team (6) for an identity verification KYC/KYB/AML platform, sustaining 93% SLA adherence. Built KPI and quality frameworks (10+ KPIs; quality 74% to 89%) that reduced average first response time by ~25% and average escalation-to-resolution time to under 48 hours.

Led a team of 7 support and implementation engineers and onboarded 20+ clients to a card management platform within agreed timelines. Maintained 97% SLA compliance, reduced average resolution time by 28% using SQL-driven root cause analysis, and improved first-contact resolution to reduce escalation rates by ~22%.

Owned technical discovery and integration of client telephony and reporting architecture for enterprise deployments. Led system integration testing (SIT), production cut-over activities, and tier-2 production support with root-cause assistance to support teams.

Delivered fraud management services for global clients and card-issuing banks across detection, investigation, mitigation, and reporting. Created rule-based restrictions from detected fraud patterns and unusual card behaviors to reduce fraud loss without degrading legitimate cardholder experience.

Served as primary technical contact for US/Canada enterprise clients (including CIBC, Payoneer, Payactive, Payfare, and Movocash) for banking and payments issues. Resolved complex incidents using SQL-driven investigation and log analysis, led implementation setup/reviews for new onboardings, and provided tier-2 support plus training for new hires via a buddy programme.

Performed manual testing and created test cases for web and mobile (Android/iOS) applications, covering the full defect lifecycle. Used JIRA for defect management and ran regression testing cycles for projects including an AI/ML career matching platform and mobile applications.

Provided remote tier-1/tier-2 IT support for 130+ Cricket Wireless retail stores across the United States. Handled desktop and OS/application troubleshooting, VoIP support, POS pin pad and network maintenance, and coordinated vendor support while training store staff on new systems.

Built the operations department from scratch by developing and implementing SOPs for senior leadership. Managed key-account analysis and delivered higher-management reporting and operational performance measurement.

Managed inbound customer queries, complaints, and suggestions via live calls and email for a Canadian project. Led shift operations and agent scheduling in the absence of a manager and ran QA sessions to reduce errors through coaching workshops.

Completed a BS Computer Sciences (Honours) program at the University of Management and Technology in Lahore.

Completed FSc Pre-Engineering studies at Defence Public School.

Completed Matriculation at Karachi Public School.