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Umair Zahid

@umairzahid1

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Customer Operations & Quality Assurance specialist driving high CSAT and operational excellence.

Pakistan

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What I'm looking for

I seek a remote or hybrid role where I can apply multi-channel support, QA, and CRM skills to improve CSAT, reduce AHT, and drive retention within a data-driven, collaborative team.

I am a results-oriented Customer Operations and Quality Assurance specialist with over three years supporting global brands including Walmart USA, Careem UAE and Motive. I consistently deliver multi-channel support (chat, email, phone), maintain C2-level English, and achieve 95%+ CSAT while resolving complex technical issues and de-escalating high-priority conflicts.

I bring proven experience in revenue protection, operational auditing, QA metric development, and HubSpot CRM implementation. I lean on data-driven coaching, refined documentation practices, and cross-functional escalation management to reduce AHT, improve retention, and strengthen brand-aligned service standards.

Experience

Work history, roles, and key accomplishments

Technical Support Executive

Motive

Jan 2025 - Jun 2025 (5 months)

Delivered multi-channel technical support for a global customer base, maintaining 90%+ CSAT while diagnosing Tier 1–2 SaaS and hardware issues and managing escalations to engineering to minimize downtime.

Technical Support Troubleshooting CSAT Ticketing Systems

Quality Auditor

The Resource Group

Apr 2024 - Dec 2024 (8 months)

Conducted comprehensive QA audits across multi-channel support to ensure protocol compliance, developed QA metrics and reports, and delivered data-driven coaching that closed performance gaps and improved team proficiency.

Quality Assurance Auditing Coaching Reporting

Senior Customer Service Rep

The Resource Group

Mar 2023 - Mar 2024 (1 year)

Served as Senior Executive for the Walmart USA line, delivering advanced technical resolution, ensuring 100% protocol compliance, and driving retention through conflict de-escalation and strategic service improvements.

Account Management Technical Troubleshooting Retention Strategy Escalation Management Compliance

Customer Service Representative

Mind Bridge Private Limited

Oct 2021 - Feb 2023 (1 year 4 months)

Provided international customer support for campaigns including Careem UAE and Bank of London, managing high-volume inquiries, onboarding new hires, and using performance data to improve retention and service delivery.

Onboarding Client Relationship Management Crisis Management Performance Metrics Customer Retention

Education

Degrees, certifications, and relevant coursework

Coursera (Customer Relationship Management)

Certificate, Customer Relationship Management

2024 - 2024

Completed a short-course on Customer Relationship Management covering CRM principles to improve sales, customer satisfaction, and data-driven strategies.

Coursera (Introduction to CRM with HubSpot)

Certificate, Customer Relationship Management

2024 - 2024

Completed an introductory HubSpot CRM course focused on implementing HubSpot tools for customer data management, platform integration, and growth strategies.