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Umer Farooq

@umerfarooq21

Customer Support Team Lead at Mindbridge, recognized as a Revolut card payments top performer and fintech Subject Matter Expert.

Pakistan

Message

What I'm looking for

I’m seeking customer support opportunities in fintech, technical support, banking, or BPO, and I’m open to any employer worldwide.

At Mindbridge, I support Revolut cards and payments operations as a Subject Matter Expert and lead daily team operations. I was promoted to Team Lead in June 2026 and received the Revolut client’s Best Performance Card Payment Agent award.

I’ve supported customers and partners across Revolut, Uber Eats, Uber Driver Support, and Walmart US campaigns through voice, chat, and email. At Mindbridge, I buddy-train new agents and deliver coaching; at Nexa Solutions, I audited calls and produced Excel-based QA reports.

Experience

Work history, roles, and key accomplishments

Current

Team Lead / Senior Customer Support Specialist

Current

Mindbridge Pvt. Ltd

Apr 2024 - Present (2 years 7 months)

Manage daily team operations, conduct coaching sessions, and buddy-train new agents. Provide subject matter expertise for Revolut fintech operations and support Uber Eats and Uber Driver campaigns.

Salesforce Zendesk Jira Confluence

Rovo

Excel Outlook Microsoft Word CSAT AHT FCR NPS

Compliance

GDPR Card Operations Payments

ATM Support

BLIK

Fraud Compliance

Order Management

Delivery Escalation

Refunds

Multi Stakeholder Coordination

Safety Cases

Team Leadership

Buddy Program

Coaching Quality Assurance Auditing

Customer Support Specialist

IBEX Global Solutions Pvt. Ltd

Apr 2025 - Aug 2025 (4 months)

Handled high-volume inbound support for Walmart US grocery and e-commerce customers, resolving complaints and managing refund, replacement, and re-delivery workflows.

Order Management

Delivery Escalation

Refunds

Replacements

Grocery Retail

CSAT AHT

Quality Benchmarks

Quality Assurance Assistant (Internship)

Nexa Solutions

Mar 2024 - Apr 2024 (1 month)

Audited inbound and outbound calls against quality frameworks, produced Excel-based QA reports, and facilitated coaching sessions on call handling best practices.

Quality Assurance Call Monitoring Excel

Compliance

Coaching

Education

Degrees, certifications, and relevant coursework

University of the Punjab

Bachelor of Science, Information Technology

2019 - 2023

Grade: 3.30/4.00

Bachelor of Science in Information Technology (BSIT) from the University of the Punjab, Lahore, Pakistan, completed from 2019 to 2023 with a CGPA of 3.30 out of 4.00.