# Umer Farooq

Umer Farooq is a remote worker on Himalayas, Team Lead / Senior Customer Support Specialist at Mindbridge Pvt. Ltd, based in Pakistan.

Source: https://himalayas.app/@umerfarooq21

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Pakistan |
| Authorized to work in | Pakistan |
| Salary expectations | 60k+ USD |
| Job categories | Customer Support Team Lead, Financial Technology Specialist, Technical Support Specialist, Banking Customer Support, BPO Customer Support |
| Skills | Customer Support, Team Operations, Fintech Support, Card Operations, Payments, Refunds, ATM Support, Fraud Compliance, GDPR, E commerce Support, Order Management, Delivery Escalation, Ride Hailing Support, Safety Cases, Multichannel Support |

## What I'm looking for

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

## About

```text
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

### Team Lead / Senior Customer Support Specialist (current)

Mindbridge Pvt. Ltd. Apr 2024 - Present

```text
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.
```

Skills: 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

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

Skills: Order-Management, Delivery-Escalation, Refunds, Replacements, Grocery-Retail, CSAT, AHT, Quality-Benchmarks

### Quality Assurance Assistant (Internship)

Nexa Solutions. Mar 2024 - Apr 2024

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

Skills: Quality-Assurance, Call-Monitoring, Excel, Compliance, Coaching

## Education

### University of the Punjab

Bachelor of Science, Information Technology. 2019 - 2023. Grade: 3.30/4.00

```text
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.
```

## Tech stack

- Salesforce
- Zendesk
- Jira
- Confluence
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook

To contact Umer, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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